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To view this presentation as a webinar with sound visit Your Legal Rights www.yourlegalrights.on.ca/training Your Legal Rights is a web site of legal information for people in Ontario. It contains free, easy to understand legal information produced by hundreds of organizations across Ontario.
LOW-INCOME ENERGY NETWORK Webinar November 10, 2011 ,[object Object],[object Object],[object Object],[object Object],[object Object]
The content of this webinar is based on law that was current on the date the webinar was recorded. Your Legal Rights webinars contain general legal information. They are not intended to be used as legal advice for a specific legal problem. For more information on how to find a lawyer or to contact your local community legal clinic visit:  www.yourlegalrights.on.ca/find-services Your Legal Rights is a project of CLEO and funded by the Law Foundation of Ontario. Please Note:
Barb De Ruyter is a strategic research and marketing professional who has twenty-five years of experience in the public, private and non-profit sectors. She has conducted countless focus groups for CBC, including programs which made it to air and those which did not. Since 2000, she has applied her skills to her passion, which is working with non-profit organizations including Green Communities Canada, the Canadian Housing and Renewal Association and the Canadian Executive Services Organization, assisting them to identify their needs and strategically fulfill their mandates.  Your Legal Rights is a project of CLEO and funded by the Law Foundation of Ontario. About our facilitator… .
LOW-INCOME ENERGY NETWORK LIEN’s  Energy Poverty Strategy LIEN webinar,  November  10, 2011
About LIEN ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Energy poverty strategy – context ,[object Object],[object Object],[object Object],[object Object],[object Object]
Rising energy prices ,[object Object],[object Object],[object Object],[object Object]
Energy poverty ,[object Object],[object Object]
Low-income energy burden ,[object Object],[object Object],[object Object]
Understanding Home Energy Burdens ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
LIEN’s approach to low-income energy conservation & assistance
Customer Service rules for low-income consumers ,[object Object],[object Object],[object Object]
Emergency financial assistance for low-income consumers ,[object Object],[object Object],[object Object]
Going forward   ,[object Object],[object Object]
LIEN’s current work ,[object Object],[object Object]
Contact information ,[object Object],[object Object],[object Object],[object Object]
Low-Income Energy Assistance Program (LEAP) f or Social Service Agencies
What is LEAP? ,[object Object],[object Object]
LEAP Manual ,[object Object],[object Object],[object Object],[object Object],To accom m odate unique local needs some aspects have been left to your  discretion
LEAP Funding ,[object Object],[object Object],LEAP   is also available to eligible low-income customers of  sub-metering providers
Intake Agencies ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Lead Agencies ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Eligibility Criteria ,[object Object],[object Object],[object Object],[object Object]
Screening Guidelines ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Need to balance  emergency assistance  with early intervention
Agency Discretion ,[object Object],[object Object],Agencies may exercise discretion in  exceptional circumstances
Grant Level  ,[object Object],[object Object],[object Object],[object Object],T he grant cannot  exceed  the amount owed  The maximum grant may be provided, if energy service can be  sustained
What if an applicant owes more than the maximum? ,[object Object],[object Object],[object Object],[object Object],[object Object]
Application Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
In-Person Interview  ,[object Object],[object Object],[object Object],[object Object]
Application Process  ,[object Object],2.  Notice of Service Disconnection  (if applicable) 3.  2 pieces of I.D. for main applicant  (1 for others) The applicant  must  provide the following documents  4. Rental receipt, lease or mortgage documents 5. Proof of household income  (i.e. pay stub, tax return)   6.  Bank statement from the most recent month
Utility Verification  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A customer has  10 days  from the day a notice is received to pay their bill to avoid disconnection
Recommendation about Funding ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],LEAP is  NOT  intended to provide long-term financial assistance
Notifying the Applicant  ,[object Object],[object Object],[object Object],Payment should be reflected on the applicant’s account within a reasonable amount of time Assist the applicant in making other payment arrangements a nd   Inform them of the  appeals process
Appeals / Request for Internal Review ,[object Object],[object Object],Requests must be made within  10 days  of being notified of the denial
Grant Payments  ,[object Object],[object Object],[object Object]
Customer Service Rules  for Low-Income Consumers
Customer Services Rules for Low-Income Consumers ,[object Object],The applicant must  contact  their utility to access low-income customer service rules
Disconnection Period ,[object Object]
Security Deposits Waivers and Refunds ,[object Object],If the applicant previously  paid  the utility a security deposit, they may ask for it to be  returned , after they’ve paid any outstanding arrears
Service Charges & Late Payment Charges ,[object Object],[object Object],[object Object],[object Object],[object Object],No   further  late payment charges may be imposed by a utility after entering into a low-income arrears agreement
Equal Payment Plan Options ,[object Object],[object Object],They may request an  equalized billing  plan without enrolling in an automatic withdrawal payment plan  They must be offered either a  monthly  or  bi-monthly  equal billing option
Repayment Time Periods The  time periods  to repay the amount due under low-income arrears agreements have been  extended Amount in Arrears Repayment Time Period If  <   2x  avg. monthly bill is owing 8 months If  2 - 5x  avg. monthly bill is owing 12 months If  >   5x  avg. monthly bill is owing 16 months
Under-Billing Adjustments ,[object Object],[object Object],The applicant may elect an  extended repayment period   (from 10 to 24 months)
Payment Defaults ,[object Object],The defaults must occur over at least  2 months
Second or Further Arrears Payment Agreements ,[object Object]
Have more questions? OEB Customer Relations Centre  Open Monday to Friday, 8:30 a.m. until 5 p.m. 1-877-632-2727 (toll free within Ontario) [email_address] OR contact me directly Lenore Dougan Policy Advisor, Regulatory Policy 1-888-632-6273  x 141 [email_address]
OEB Complaints and Compliance / Enforcement Processes
What is the OEB?  ,[object Object]
What does the OEB do?  ,[object Object],[object Object],Set the rates you are charged for electricity & natural gas supply and delivery by utilities Work with energy companies and consumers to help resolve complaints
What we don’t do … ,[object Object],[object Object],We  do not regulate water heater rentals or heating protection plans  We do not set the rates for the Debt Retirement Charge or Global Adjustment We do not s et government energy policy
The OEB & Energy Consumers ,[object Object],[object Object],[object Object],[object Object],[object Object]
Types of Consumer Contacts ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Consumer Contacts Consumer Contacts Received
Top 10 Consumer Issues Raised (April to June 2011) Marketer / Retailer Utility No Copy of Contract 1 Billing Cancellation Charges 2 Smart Meters / Time of Use (TOU) Prices Contract Renewal 3 Meters General Contract Issues 4 Utility Service Quality Reaffirmation 5 Rate Issues Cancellation Request Not Processed 6 Disconnection / Reconnection Disputed Signature 7 OEB Bill Insert Misrepresentation of Price 8 Security Deposits Misrepresentation of Identity 9 Current Electricity Rates Signed by Unauthorized Person 10 Disconnection Notice
If you have a complaint … ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
If you have a complaint … ,[object Object],[object Object],[object Object],[object Object],[object Object]
If you have a complaint … ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Compliance Process  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Compliance Process (continued) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Enforcement Process  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
This webinar was brought to you by  Your Legal Rights: A website of legal information for people in Ontario For more information visit the Consumer Law section of Your Legal Rights at  www.yourlegalrights.on.ca For more public legal information webinars visit: www.yourlegalrights.on.ca/training

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LEAP Emergency Financial Assistance, Customer Service, Compliance and Enforcement

  • 1. To view this presentation as a webinar with sound visit Your Legal Rights www.yourlegalrights.on.ca/training Your Legal Rights is a web site of legal information for people in Ontario. It contains free, easy to understand legal information produced by hundreds of organizations across Ontario.
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  • 3. The content of this webinar is based on law that was current on the date the webinar was recorded. Your Legal Rights webinars contain general legal information. They are not intended to be used as legal advice for a specific legal problem. For more information on how to find a lawyer or to contact your local community legal clinic visit: www.yourlegalrights.on.ca/find-services Your Legal Rights is a project of CLEO and funded by the Law Foundation of Ontario. Please Note:
  • 4. Barb De Ruyter is a strategic research and marketing professional who has twenty-five years of experience in the public, private and non-profit sectors. She has conducted countless focus groups for CBC, including programs which made it to air and those which did not. Since 2000, she has applied her skills to her passion, which is working with non-profit organizations including Green Communities Canada, the Canadian Housing and Renewal Association and the Canadian Executive Services Organization, assisting them to identify their needs and strategically fulfill their mandates. Your Legal Rights is a project of CLEO and funded by the Law Foundation of Ontario. About our facilitator… .
  • 5. LOW-INCOME ENERGY NETWORK LIEN’s Energy Poverty Strategy LIEN webinar, November 10, 2011
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  • 12. LIEN’s approach to low-income energy conservation & assistance
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  • 18. Low-Income Energy Assistance Program (LEAP) f or Social Service Agencies
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  • 37. Customer Service Rules for Low-Income Consumers
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  • 43. Repayment Time Periods The time periods to repay the amount due under low-income arrears agreements have been extended Amount in Arrears Repayment Time Period If < 2x avg. monthly bill is owing 8 months If 2 - 5x avg. monthly bill is owing 12 months If > 5x avg. monthly bill is owing 16 months
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  • 47. Have more questions? OEB Customer Relations Centre Open Monday to Friday, 8:30 a.m. until 5 p.m. 1-877-632-2727 (toll free within Ontario) [email_address] OR contact me directly Lenore Dougan Policy Advisor, Regulatory Policy 1-888-632-6273 x 141 [email_address]
  • 48. OEB Complaints and Compliance / Enforcement Processes
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  • 54. Consumer Contacts Consumer Contacts Received
  • 55. Top 10 Consumer Issues Raised (April to June 2011) Marketer / Retailer Utility No Copy of Contract 1 Billing Cancellation Charges 2 Smart Meters / Time of Use (TOU) Prices Contract Renewal 3 Meters General Contract Issues 4 Utility Service Quality Reaffirmation 5 Rate Issues Cancellation Request Not Processed 6 Disconnection / Reconnection Disputed Signature 7 OEB Bill Insert Misrepresentation of Price 8 Security Deposits Misrepresentation of Identity 9 Current Electricity Rates Signed by Unauthorized Person 10 Disconnection Notice
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  • 62. This webinar was brought to you by Your Legal Rights: A website of legal information for people in Ontario For more information visit the Consumer Law section of Your Legal Rights at www.yourlegalrights.on.ca For more public legal information webinars visit: www.yourlegalrights.on.ca/training

Hinweis der Redaktion

  1. LIEN is widely recognized as the primary go-to organization with expertise on low-income energy issues. LIEN was formed in 2004 and is a network of anti-poverty, affordable housing, environmental and social justice groups. We have over 80 member organizations . 9 steering committee member organizations (diversified; representation from communities across the province): A Place Called Home (APCH) Advocacy Centre for Tenants Ontario (ACTO) Canadian Environmental Law Association (CELA) Centretown Citizens Ottawa Corporation Income Security Advocacy Centre (ISAC) Toronto Environmental Alliance (TEA) Sisters of Providence of St. Vincent de Paul Salvation Army Centre of Hope Social Development Council of Cornwall and Area Our aim is to ensure that low-income consumers have optimal access to energy conservation and assistance programs and to build local community capacity to reduce energy poverty. We seek to address and raise awareness of energy poverty through: outreach to community groups; outreach to the public, e.g. through the media; participating in OEB hearings and legislative processes; LIEN is a recognized as intervenor at the OEB, participating in hearings and proceedings regarding the electricity and gas sectors on behalf of low-income consumers. working with policy-makers and local utilities to develop workable solutions.
  2. Over next 20 years, Ontario’s conservation targets and initiatives are projected to save about $27 billion in ratepayer costs on the basis of a $12 billion investment. Residential sector is to contribute 30 per cent of the conservation targets. June 18, 2007 – Ontario’s GHG emission targets, part of climate change plan The targets for the next steps in the McGuinty government&apos;s climate change plan are: A reduction of greenhouse gases to six per cent below 1990 levels by 2014, or 61 megatonnes. A reduction of greenhouse gases to 15 per cent below 1990 levels by 2020, or 99 megatonnes. A reduction of greenhouse gases to 80 per cent below 1990 levels by 2050. Ontario Liberal’s comprehensive poverty reduction strategy – to reduce children living in poverty by 25 per cent over five years (2008-2013)
  3. The Debt Retirement Charge (DRC) is intended to help pay down the legacy debt of the former Ontario Hydro. Although the debt was acquired in the past, the facilities that were financed by the debt are still in use and continue to supply electricity to customers today. For this reason, today&apos;s customers contribute to paying down the debt through the DRC. November 18, 2010 : Minister of Energy announces Ontario Clean Energy Benefit (OCEB), which will provide a 10% benefit to consumers t o ease the impact of rising electricity costs. This rebate took effect with electricity consumed January 1, 2011 and will end on December 31, 2015. Many electricity distributors will pay consumers a lump sum on their first bill with the Ontario Clean Energy Benefit to cover the rebate credit calculated back to January 1, 2011. At this point, the province has stated that this rebate will apply to eligible residential, seasonal, farm and small business that consume less than 50 kW. The government has not provided details regarding a further breakdown of each eligible group or if there are any restrictions. For more information, go to the Ministry of Energy’s website Northern Ontario Energy Credit This is a new refundable tax credit for low- to middle-income families and individuals living in northern Ontario, effective for 2010 and later years. The maximum annual credit for a single person is $130, and for a family (including single parents), $200. These credits are reduced when a single person&apos;s income exceeds $35,000 and a family&apos;s income exceeds $45,000, and are completely eliminated when a single person&apos;s income exceeds $48,000 and a family&apos;s income exceeds $65,000.
  4. Rising energy costs have an impact on all Ontarians, but low-income households are hit hardest. “ Energy poverty” is the disproportionate burden of electricity, natural gas and other utility costs on low-income households which reduce the funds available for food, clothing, medicine and other basic necessities. Inability to pay utilities is second only to inability to pay rent as a reason for homelessness.
  5. According to Roger’s report for LIEN on a ratepayer-funded Ontario Home Energy Affordability Program: The percentage of income burden that triggers significant payment-troubles ( e.g. , service disconnections) appears to be in the range of 10% to 12% of annual income.
  6. Multi-pronged approach to promoting energy conservation and ensuring access to energy for low-income consumers Targeted low-income energy conservation and efficiency programs, at no-cost to recipients AND Extensive consumer education about energy conservation, and specific low-income consumer protection measures While we know that energy efficiency programs alone cannot solve the problem of affordability, they can make a significant contribution to reducing the energy burden. The greatest benefits will be achieved through the introduction of measures that achieve deep energy savings (such as the installation of energy efficient appliances, proper attic and wall insulation, and an efficient heating system). The base of the pyramid also includes conditions of service that will not penalize low-income energy consumers who are already struggling to pay for gas/electricity bills, i.e. security deposit exemptions, no late payment fees, fair arrears repayment programs. A permanent low-income rate assistance program Moving up to the middle, LIEN has also been advocating for a low-income rate assistance program which would ensure ongoing affordability of energy bills and serve to prevent energy crises rather than just react to them after they have occurred. Adequate emergency energy assistance to help households in short-term crisis Considering the reality of circumstances facing many people living with low-income (such as insecure work, fluctuating income, and short-term financial emergencies) it is important to note that even with a rate affordability program and an energy conservation and efficiency program, there will still be a need for a permanent, adequately funded, and accessible emergency energy fund.
  7. We need to continue to build broad support for the implementation of measures that will reduce energy poverty in the province. LIEN has also realized the importance of building the capacity of other organizations to carry out some of LIEN’s work. As such, our focus over the past year has involved building the capacity of our network members (and others) to become &amp;quot;experts&amp;quot; or &amp;quot;resource people&amp;quot; on low-income energy issues in their communities. This is why we developed the energy poverty manual. It was developed with the assistance of the LIEN steering committee. We also elicited input and feedback from many social service agencies throughout the province through the LIEN annual conference, workshops and webinars. The manual includes numerous resources, such as: a backgrounder on energy poverty that outlines the problem a summary of existing low-income energy programs in the province examples of how to work locally to end energy poverty in your community tips for dealing with your local media conservation tips statistics The manual will be made available on the LIEN website. Please feel free to tailor, adapt, and customise it as you see fit.
  8. LEAP is similar to the Winter Warmth program which many of you may already be familiar with or have experience delivering
  9. Perform intake functions where there is no Intake Agency
  10. Have a pre-tax household income at or below the Statistics Canada Low-Income Cut-Off (LICO) + 15% - Family size and community size are taken into consideration;
  11. The money is given to applicants as a grant. They are not required to pay it back.
  12. Emergency Energy Fund is a provincial gov’t program that provides funding for utility arrears , security deposits , and reconnection costs The max grant per household is the amount required by the utility to maintain or reconnect service Community Start-Up &amp; Maintenance Benefit is for applicants who are eligible for Ontario Works or the Ontario Disability Support Program Municipally administered. For utility arrears. Contact your local Ontario Works or Ontario Disability Support Program office These funds are also helpful where the maximum LEAP grant is not sufficient to cover the customer’s arrears
  13. Applicants who are not current utility customers, or who do not meet the income criteria, are not eligible for LEAP. If the applicant is not eligible, they should be informed and provided with information on other sources
  14. Telephone interviews are permitted in cases related to mobility or transportation issues, or when the geographic distance between the customer and the agency office is too great and would cause hardship to the customer Age, illness, disability, injury are other factors
  15. Due to privacy concerns, utilities require that a signed Consent to Disclosure of Personal Information form be faxed before they can discuss customer and account information with caseworkers
  16. Applicants must be able to maintain their energy costs after the grant has been made If the recommendation is to deny the application, it is important to document the reasons why the application is being denied. There is a section on the LEAP Application Form to record this information
  17. New customer service rules for low-income consumers came into effect on October 1, 2011
  18. Outstanding service charges related to: - Collection Disconnection Non-payment Load Control Devices Are to be waived when you enter into a low-income customer arrears agreement No further late payment charges may be imposed by your utility after entering into a low-income arrears agreement. However, your utility does not need to waive late payment charges owning at the start of the agreement
  19. You must be allowed to access the payment plans any time of the year. You may join such plans even if you currently have arrears, provided you also agree to enter into an arrears agreement
  20. But if the second request comes within 12 months, then your utility can decide to offer you the standard arrears agreement available to all residential customers