In this Section:

Jackgreen Hardship Policy

Our Customer Values

Jackgreen treats all customers respectfully and takes a compassionate and sensitive approach to discussing a customer’s hardship matters. If a customer needs an interpreter or is hearing impaired, Jackgreen will provide this service free.

A domestic customer in financial hardship is a domestic customer who has the intention but not the capacity to make a payment within the timeframe required by the retailer’s payment terms.

Jackgreen recognises that any customer may experience times of genuine hardship. A customer can experience genuine financial hardship when they intend to pay, but are unable to, because of circumstances beyond their control.

Jackgreen believes that a customer in these circumstances should not be subject to the additional burden and stress of being threatened with disconnection and collection action.

Types of Financial Hardship

Jackgreen defines hardship as either short term or long term. Short term hardship is if a customer is in difficulty because of a temporary change in circumstances. Some examples of short – term financial hardship are:

If a customer has received a number of bills at the same time
If the customer has incurred an unexpected or emergency one-off expense
If a customer has had their income drastically reduced ie if the customer works casually and their boss has reduced their hours.

In these circumstances Jackgreen is prepared to offer some flexibility in payment terms and in these circumstances will assist the customer in formulating a payment plan.

Long term hardship is when the customer has difficulty meeting the cost of their energy use on an ongoing basis. In these circumstances Jackgreen will recommend that the customer applies for help under a Government Assistance program. Government Assistance Program includes the Utility Relief grant Scheme (Victoria), Emergency Energy Payment Scheme, (South Australia), Emergency Accounts Payment Assistance Scheme (New South Wales).

Indicators of Financial Hardship

Some indicators of financial hardship are:

When a customer regularly does not pay the total amount owed on their bill.
A customer breaks an instalment plan
A customer does not pay two consecutive bills
A customer tells us that they are in financial difficulty
A customer has applied for help under a Government Assistance Program
A financial counsellor or charity organisation approach Jackgreen on behalf of the customer.

Customer’s responsibilities

A customer must contact Jackgreen if they anticipate not being able to pay any payment amount by the due date. If you are experiencing genuine hardship, the sooner you contact Jackgreen the sooner we can help you with your electricity bills.

All customers who are experiencing genuine hardship are entitled to be treated with respect and have their circumstances kept confidential. Jackgreen recognises that customers in genuine hardship circumstances may be worried, stressed and embarrassed by their situation. We recognise that there is a difference between customers who won’t pay and those that can’t pay.

In instances where Jackgreen has identified a customer as a hardship case the customer needs to budget to meet the cost of their energy needs. The customer needs to also take practical steps to keep energy use to responsible levels. This can be done if the customer can make some small day-to-day changes in their energy use.

Options under the Jackgreen Hardship Program.

Jackgreen will work with the customer, and where appropriate a financial counsellor, to assess the appropriate options to be provided by the retailer to customers experiencing financial difficulties. Jackgreen will specifically communicate with customers on their capacity to pay and debt levels to determine appropriate options to assist them to meet their financial commitments. Options offered under Jackgreen’s hardship program include payment options, field audits and appliance assistance/energy efficient products. Jackgreen will provide a hardship customer with appliance assistance/energy efficient products if required after an energy efficiency audit has been conducted. This contribution will be dependent on the customer’s circumstances.

Payment Options

A customer experiencing hardship can be asked to enter into a payment arrangement plan. In this instance a customer in consultation with Jackgreen will be asked to nominate an amount they can reasonably afford to pay on a regular basis. The payment arrangement plan will take into consideration the customer’s financial situation and what the customer can afford to pay. Customers who are placed on a payment arrangement plan must renegotiate the amount of their arrangement if there is a change in their circumstances.

A customer who is experiencing genuine financial hardship will not have his or her electricity supply disconnected, and will not face recovery action, as long as the customer continues to make payments according to the agreed payment arrangement. However, Jackgreen’s Hardship Policy will cease to apply when a customer fails to meet their agreed payment arrangements and the customer does not contact Jackgreen to review their payment options.

Information and referral to local community support services will be offered to all Jackgreen customers in genuine financial hardship. Where Jackgreen staff thinks it would be helpful, Jackgreen will provide energy efficiency advice to help customers manage their energy usage.

Customers must apply for any Government benefits and concessions that are available to them. Jackgreen customers must use the Centrepay facility if it is available to them.

Jackgreen may ask a customer to complete a hardship form. The purpose of this form is to formalise any instalment plan agreed between Jackgreen and the customer.

This form will be sent to the customer to complete. The customer is required to complete the form and return it to Jackgreen in the self addressed envelope. This instalment plan will be reviewed monthly with the customer to ascertain whether the customer’s personal circumstances have changed.

In the event that the customer does not complete and return the hardship form the customer will no longer be regarded as a ‘hardship’ customer.

Links To Other Programs.

Jackgreen will ensure that a coordinated approach to managing financial hardship can be achieved. Options available to customers experiencing financial hardship are summarised below.

Welfare organisations

If a customer tells us that they are experiencing financial hardship Jackgreen can provide details of welfare organisations. Jackgreen may refer the customer to The Smith Family, Samaritans Foundation, Salvation Army, Lifeline, Anglicare and regional community centres. These welfare organisations have financial counsellors available.

Rebates

All customers who are eligible for rebate entitlements from the state government should receive them. Examples of rebates include the Pensioner rebate. Customers must provide Jackgreen with the appropriate documents to verify that they are entitled to the rebate.

Energy Efficiency Advice

Jackgreen will provide energy efficiency advice to customers experiencing financial hardship. Jackgreen will also provide referrals to government and community energy programs that help customers such as ‘Energy Friends’ in South Australia.

Jackgreen is affiliated with Fieldforce Environmental. Fieldforce conducts free energy and water audits, free supply and installation of showerheads, free supply and installation of energy-efficient light globes and free advice on rainwater tanks, toilets, solar installation and energy – efficient appliances. Customers can call 1800 755895 for a free energy audit.

Government Utility Financial Assistance Programs

Government Utility Financial Assistance Programs include The Utility Relief Grant Scheme (VIC), The Emergency Energy Payment Scheme (SA), and The Emergency Accounts Payment Assistance Scheme (NSW).

Funded by the respective State Governments, these grant programs provide financial assistance to customers who are experiencing severe financial difficulty of a one-off nature.

‘No Interest’ Loan Schemes

A number of community groups run ‘No Interest’ Loan Schemes. Loans under these schemes enable people on low incomes to buy essential household items like washing machines with no interest charged.

High Efficiency Gas Heater Rebate

Operated by Sustainability Victoria and funded by the Victorian state government, this program provides subsidies to people who wish to purchase an energy efficient gas heater. The concessions are greatest for concession card holders.

Capital Grant Program

Available to home-owners in Victoria who also hold a current concession card, this State Government program provides help to purchase essential appliances such as heaters and hot water services.

Appliance assistance / energy efficient products to customers in financial hardship.

Jackgreen is committed to assisting customers to obtain replacement appliances / energy efficient products from a third-party supplier. This assistance will be in the form of a financial contribution towards the purchase of an appliance / energy efficient product. Jackgreen will provide a hardship customer with appliance assistance/energy efficient product if required after an energy efficiency audit has been conducted. This contribution will be dependent on the customer’s circumstances.

Staff training

Jackgreen customer service staff are adequately trained to deal sensitively with customers in genuine financial hardship and are well informed about Government funded concession schemes.

Jackgreen staff will receive ongoing training on a range of social and community issues and in particular Jackgreen’s hardship policy. This training will specifically relate to issues that low income and vulnerable customers face.

Access to the Jackgreen Hardship Policy

A hard copy of the policy can also be requested by phoning 1300 46 5225.

Integration of hardship into Jackgreen’s business planning process.

Senior management are committed to ensuring that the Jackgreen hardship policy is implemented across the business. The hardship policy is to be reviewed on an annual basis by the Compliance Committee to ensure that it reflects best practice and identify any areas for improvement.

Version 6. 26 June 2007


In this Section: Products Home Rates What is Renewable Energy? Request information Customer Information Booklet Hardship Policy Version 6. 26 June 2007 Legal Stuff Jackgreen Hardship Policy Our Customer Values Jackgreen treats all customers respectfully and takes a compassionate and sensitive approach to discussing a customer’s hardship matters. If a customer needs an interpreter or is hearing impaired, Jackgreen will provide this service free. A domestic customer in financial hardship is a domestic customer who has the intention but not the capacity to make a payment within the timeframe required by the retailer’s payment terms. Jackgreen recognises that any customer may experience times of genuine hardship. A customer can experience genuine financial hardship when they intend to pay, but are unable to, because of circumstances beyond their control. Jackgreen believes that a customer in these circumstances should not be subject to the additional burden and stress of being threatened with disconnection and collection action. Types of Financial Hardship Jackgreen defines hardship as either short term or long term. Short term hardship is if a customer is in difficulty because of a temporary change in circumstances. Some examples of short – term financial hardship are: If a customer has received a number of bills at the same time If the customer has incurred an unexpected or emergency one-off expense If a customer has had their income drastically reduced ie if the customer works casually and their boss has reduced their hours. In these circumstances Jackgreen is prepared to offer some flexibility in payment terms and in these circumstances will assist the customer in formulating a payment plan. Long term hardship is when the customer has difficulty meeting the cost of their energy use on an ongoing basis. In these circumstances Jackgreen will recommend that the customer applies for help under a Government Assistance program. Government Assistance Program includes the Utility Relief grant Scheme (Victoria), Emergency Energy Payment Scheme, (South Australia), Emergency Accounts Payment Assistance Scheme (New South Wales). Indicators of Financial Hardship Some indicators of financial hardship are: When a customer regularly does not pay the total amount owed on their bill. A customer breaks an instalment plan A customer does not pay two consecutive bills A customer tells us that they are in financial difficulty A customer has applied for help under a Government Assistance Program A financial counsellor or charity organisation approach Jackgreen on behalf of the customer. Customer’s responsibilities A customer must contact Jackgreen if they anticipate not being able to pay any payment amount by the due date. If you are experiencing genuine hardship, the sooner you contact Jackgreen the sooner we can help you with your electricity bills. All customers who are experiencing genuine hardship are entitled to be treated with respect and have their circumstances kept confidential. Jackgreen recognises that customers in genuine hardship circumstances may be worried, stressed and embarrassed by their situation. We recognise that there is a difference between customers who won’t pay and those that can’t pay. In instances where Jackgreen has identified a customer as a hardship case the customer needs to budget to meet the cost of their energy needs. The customer needs to also take practical steps to keep energy use to responsible levels. This can be done if the customer can make some small day-to-day changes in their energy use. Options under the Jackgreen Hardship Program. Jackgreen will work with the customer, and where appropriate a financial counsellor, to assess the appropriate options to be provided by the retailer to customers experiencing financial difficulties. Jackgreen will specifically communicate with customers on their capacity to pay and debt levels to determine appropriate options to assist them to meet their financial commitments. Options offered under Jackgreen’s hardship program include payment options, field audits and appliance assistance/energy efficient products. Jackgreen will provide a hardship customer with appliance assistance/energy efficient products if required after an energy efficiency audit has been conducted. This contribution will be dependent on the customer’s circumstances. Payment Options A customer experiencing hardship can be asked to enter into a payment arrangement plan. In this instance a customer in consultation with Jackgreen will be asked to nominate an amount they can reasonably afford to pay on a regular basis. The payment arrangement plan will take into consideration the customer’s financial situation and what the customer can afford to pay. Customers who are placed on a payment arrangement plan must renegotiate the amount of their arrangement if there is a change in their circumstances. A customer who is experiencing genuine financial hardship will not have his or her electricity supply disconnected, and will not face recovery action, as long as the customer continues to make payments according to the agreed payment arrangement. However, Jackgreen’s Hardship Policy will cease to apply when a customer fails to meet their agreed payment arrangements and the customer does not contact Jackgreen to review their payment options. Information and referral to local community support services will be offered to all Jackgreen customers in genuine financial hardship. Where Jackgreen staff thinks it would be helpful, Jackgreen will provide energy efficiency advice to help customers manage their energy usage. Customers must apply for any Government benefits and concessions that are available to them. Jackgreen customers must use the Centrepay facility if it is available to them. Jackgreen may ask a customer to complete a hardship form. The purpose of this form is to formalise any instalment plan agreed between Jackgreen and the customer. This form will be sent to the customer to complete. The customer is required to complete the form and return it to Jackgreen in the self addressed envelope. This instalment plan will be reviewed monthly with the customer to ascertain whether the customer’s personal circumstances have changed. In the event that the customer does not complete and return the hardship form the customer will no longer be regarded as a ‘hardship’ customer. Links To Other Programs. Jackgreen will ensure that a coordinated approach to managing financial hardship can be achieved. Options available to customers experiencing financial hardship are summarised below. Welfare organisations If a customer tells us that they are experiencing financial hardship Jackgreen can provide details of welfare organisations. Jackgreen may refer the customer to The Smith Family, Samaritans Foundation, Salvation Army, Lifeline, Anglicare and regional community centres. These welfare organisations have financial counsellors available. Rebates All customers who are eligible for rebate entitlements from the state government should receive them. Examples of rebates include the Pensioner rebate. Customers must provide Jackgreen with the appropriate documents to verify that they are entitled to the rebate. Energy Efficiency Advice Jackgreen will provide energy efficiency advice to customers experiencing financial hardship. Jackgreen will also provide referrals to government and community energy programs that help customers such as ‘Energy Friends’ in South Australia. Jackgreen is affiliated with Fieldforce Environmental. Fieldforce conducts free energy and water audits, free supply and installation of showerheads, free supply and installation of energy-efficient light globes and free advice on rainwater tanks, toilets, solar installation and energy – efficient appliances. Customers can call 1800 755895 for a free energy audit. Government Utility Financial Assistance Programs Government Utility Financial Assistance Programs include The Utility Relief Grant Scheme (VIC), The Emergency Energy Payment Scheme (SA), and The Emergency Accounts Payment Assistance Scheme (NSW). Funded by the respective State Governments, these grant programs provide financial assistance to customers who are experiencing severe financial difficulty of a one-off nature. ‘No Interest’ Loan Schemes A number of community groups run ‘No Interest’ Loan Schemes. Loans under these schemes enable people on low incomes to buy essential household items like washing machines with no interest charged. High Efficiency Gas Heater Rebate Operated by Sustainability Victoria and funded by the Victorian state government, this program provides subsidies to people who wish to purchase an energy efficient gas heater. The concessions are greatest for concession card holders. Capital Grant Program Available to home-owners in Victoria who also hold a current concession card, this State Government program provides help to purchase essential appliances such as heaters and hot water services. Appliance assistance / energy efficient products to customers in financial hardship. Jackgreen is committed to assisting customers to obtain replacement appliances / energy efficient products from a third-party supplier. This assistance will be in the form of a financial contribution towards the purchase of an appliance / energy efficient product. Jackgreen will provide a hardship customer with appliance assistance/energy efficient product if required after an energy efficiency audit has been conducted. This contribution will be dependent on the customer’s circumstances. Staff training Jackgreen customer service staff are adequately trained to deal sensitively with customers in genuine financial hardship and are well informed about Government funded concession schemes. Jackgreen staff will receive ongoing training on a range of social and community issues and in particular Jackgreen’s hardship policy. This training will specifically relate to issues that low income and vulnerable customers face. Access to the Jackgreen Hardship Policy A hard copy of the policy can also be requested by phoning 1300 46 5225. Integration of hardship into Jackgreen’s business planning process. Senior management are committed to ensuring that the Jackgreen hardship policy is implemented across the business. The hardship policy is to be reviewed on an annual basis by the Compliance Committee to ensure that it reflects best practice and identify any areas for improvement. Version 6. 26 June 2007