Proof of energy reviews for Essential Medical Equipment Payment (EMEP) 008-01040050

EMEP customers may be selected for a post-payment compliance check, including a review of their energy account.

Selected customers will be sent a letter requesting the most recent energy account for the relevant EMEP residence and type of energy.

They must provide evidence within 28 days advising they are:

• the energy account holder
• the partner of the energy account holder, or
• contributing toward the energy account

When the letter is issued:

• a cancellation review activity is created on the Future Activity List (FAL) screen, and
• allocates to a suitably skilled Service Officer in 28 days

In Process Direct review the scanned documents.

To view supporting documents:

• Select from the bottom of the Process Direct window or
• Select the Documents icon

When reviewing the supporting documents check the energy information in the claim matches the evidence provided. For example, claim for electricity and electricity bill provided.

Both of the following criteria must be met:

• The evidence must be:
• the most recent energy bill in the name of the customer, their partner, or the equipment user, or
• a signed declaration from the account holder that the customer or equipment user contributes to the energy account
• The evidence must be for the current residential address, and type of energy used for the medical equipment and/or medically required heating/cooling for the reviewed EMEP

Was the evidence provided within 28 days of the letter being issued?

• Yes, go to Step 7
• No, go to Step 3

Has acceptable energy account evidence been provided within 13 weeks of the date the review letter was issued?

• Yes. EMEP can be restored, go to Step 4
• No, the customer must lodge a new EMEP claim:
• Contact the customer to discuss EMEP eligibility and the need for a new claim
• Record the proof of energy details in a DOC so that the current or future EMEP claim is assessed correctly. Procedure ends here

In Process Direct go to Benefit Action (BA) screen:

• Benefit Type Code, select MEP - Medical Equipment Payment
• Benefit Action, key RES - Restore
• Date of Effect, key date of the original claim
• Select Save
• Update:
• Receipt Date
• Channel
• Service Reason - if the system does not select a default Service Reason, select MEP
• Select Save
• Select Assess and address any errors under Message Log on the (SWE) screen
• Select Assess to go to the Entitlement (ELD) screen. If the customer is entitled to arrears, check the correct amount is being paid
• Select Finish to finalise the activity
• Use Fast Note - select Auto Text, use EMEP > EMEP restoration or cancel > EMEP restoration or cancellation to DOC the restoration

If EMEP does not restore, coding is required in the Medical Equipment Payment Override (MEOV) screen. Refer to Service Support Officer (SSO) to update the MEOV screen

In the same activity, record proof of energy details, go to Step 5

In Super Key manually enter MEEP - Medical equipment energy proof details

Note: the screen will be protected if the customer has already provided acceptable proof of energy or is not required to provide proof. In this case, record details on a DOC, procedure ends here.

On the MEEP screen, select Add to open the Add medical equipment energy proof details window and complete the following fields:

• Date of effect, key the:
• date the evidence was received, or
• (if outside 28 days), date EMEP was cancelled
• Energy proof provided, select:
• provided and acceptable, or
• provided and not acceptable
• Select Save
• Update:
• Receipt Date
• Channel
• Service Reason - if the system does not select a default Service Reason, select MEP
• Select Save
• Select Assess. Solve any errors under Message Log on the (SWE) screen
• Select Assess to go to the Entitlement (ELD) screen
• Select Finish to finalise the activity
• Record details of the update in the Notes section
• Select Finalise

Go to Step 6

If the energy account evidence was provided and was:

• Acceptable:
• The MEEP screen history will show energy requirements have been met
• Any future proof of energy review will be deleted
• Not acceptable:
• When the review matures 28 days from the letter issue date, the customer's EMEP attached to the review will cancel reason NEN (no energy proof provided). A cancellation letter will issue
• Any subsequent EMEP claims will reject reason NEN until the customer provides acceptable proof of energy. EMEP can be restored if acceptable proof is provided within 13 week

Go to Step 7

The customer must provide proof of energy details before a new claim can be assessed.

The customer’s payment will cancel NEN if:

• the energy account was not provided, and
• it is outside 13 weeks

If the energy account is not provided, the payment will auto reject with the code NEN.

If Medical Equipment Energy Proof Details are updated and the payment does not restore after coding restoration, select the Medical Equipment Explanation Summary screen.

If the cancellation message reads No eligible equipment user:

• within the activity, go to the LS screen. Note: the previous link will show that the link has end dated as of date of cancellation. This now needs a new link to be coded
• Add New Link, key Y
• Select the OCL screen:
• Link Type, key MEP
• From SVC Rsn, key MEP
• To, key MEU
• Start date, key the day after cancellation date
• Review the activity before finalising. Check that payment has restored correctly
• Use Fast Note - select Auto Text, use EMEP > EMEP restoration or cancel > EMEP restoration or cancellation to record details on a DOC