Background
At Elita Energy we are determined to make adifference, so you can use the energy you
needstress free. Weare committed tomaking
energy as affordable a spossible with the support and services available. We also understand that
energy is anessential service for every house hold,and that the disconnection of an essential
service should be alastresort
This policy appliesto all residential customers livingin Maharashtra,India. Who find it hard to pay their energy bills due tohardship.
Youmight experience hardship because of factors like:
• Death of head inthefamily.
• House holdillness.
• Family Dispute.
• Unemployment.
• Lowincome.
This policy explains
• What we will dotohelpyoumanage your energy bills.
• Howweconsideryourcirc umstancesand needs.
• Your right sasa customer inour hardship program.You can ask a supportpers on to contactus,suchas:
• a financial counsellor
• some onewhohel psyoumanage your energy bills.
We need your permission to talk to your supportperson, so if you wish to have them act on your behal fonanongoing basis,you will need to provide us with a written‘Letter of Authority’ that confirms this. We will then work with them in line with any instructions that youhave provided.
If you wishtohaveour‘Letterof Authority’formsent to you via email or in the post, then pleasecontact us on 777 5952 777or email us on
info@elitaenergy.com Once completed,please return this formtous.
Our Approach
We have developed a Financial Hardship Programto ensure that our customers have access to thebest possiblesupportwhenfacedwith energy relateddebt.
Our staff and contractorsa respecifically trained to:
• Answer your queries related too urhardship policyand program.
• Identify if youar efacinghardship.
• Assist you if youare facinghardship.
Were view and update our training on a regular basis.
Our approach is to treat you with courtesy andrespect. We understand that if you are faced with financial stress that this needstobemanagedboth with timeliness (to prevent further escalation of thesituation)and with the utmost sensitivity. Ourhardshippolicyisinplacetohelpandsupportyou. We will consider all your circumstances andwork with you to find an effective solution that isreasonableandlastingforbothyouandus.
Whatwill wedotohelpyou?
Wewilltellyouaboutourhardshipprogramif:
• Youtellusyouarehavingtroublepayingyourbill.
• youarereferredtoourprogrambyafinancialcounsellororothercommunityworkercustomersidentifiedasexperiencingpaymentdifficultiesduetohardship.
• Weareconcernedthatyoumaybeexperiencing financial hardship.
Wewillrecommendyouspeaktoastaffmembertohelpyoujoinourhardshipprogramifyouhave:
• A historyoflatepayments.
• Partialpaymentplans.
• Requestedpaymentextensions.
• Receivedadisconnectionwarningnotice.
• Beendisconnectedfornon-payment.
Wecanalsosupportyoutojoinourhardshipprogramifyoutellus:
• Youareeligibleforareliefgrantorotheremergencyassistance.
• You have personal circumstances wherehardshipsupportmayhelp-forexample,deathinthefamilyorjobloss.
Youmayhavetroublepayingyourbillsfordifferentreasons. Please contact us so we can discuss yourindividualsituation.
Ourstaffarespeciallytrainedtohelpyouwithhardship.Staffwill:
• Ask you a few questions about your circumstances;
• workoutifyoucanjointhehardshipprogram.
Wewillassessyourapplicationforhardshipassistancewithintwobusinessdays.
Wewillletyouknowifyouareacceptedintoourhardship program within Seven business days fromreceiptoftheapplication.Ifyouareacceptedintoourhardshipprogram,wewill:
• Tellyouifyouareontherightenergyplanorifthereisabetterplanforyou.
• Tellyouaboutgovernmentconcessions,reliefschemesorenergyrebatesyoumaybeabletoreceive.
• Giveyousomeideasabouthowtoreduceyourenergyuse;
• Talktoyouaboutapaymentamountthatsuits yourcircumstances.
Wecansendyouafreecopyofourhardshippolicy.You canobtain a copy of the policy atPOLICYorcancontactuson777 5952 777or email us atinfo@elitaenrgy@gmai.com to request acopy,whichwecanemailorpostouttoyou.
Eligibility
Weunderstandthatfinancialdifficultycanaffectanyone.Webelieveintreatingourcustomerswithrespect,empathyandinanon-judgmentalmanner.
Wealsounderstandthatyourcircumstancesareuniqueandwillworkwithyoutoidentifythetypeofassistancethatbestsuitsyoursituation.
Ifyouarefacingfinancialdifficulties,wewillaimto identify if you are eligible to participate in ourhardshipprogrambyconsideringifyou:
• Haveanactiveaccount.WewillbeunabletoprovideaccesstoourhardshipprogramifyouraccounthasclosedorElitaEnergyisnolongeryourenergyretailer.
• Arearesidentialcustomer.
If you are a NO business customer, we will beunabletoprovideyouwithaccesstoourhardshipprogram.
Whereweidentifythatyouareeligibleforourhardshipprogram,wewill:
1. Discussyouruniquecircumstancestodeterminewhatyoucanaffordtopay.Wewillactin
goodfaithwhenassessingyourcircumstancesand will avoid asking you to divulge personalinformationthatyouarenotcomfortablesharing.All discussions that you have with us will beconfidential.
2. Provide you with information regarding theongoing cost of your energy use and how itcomparestotheamountthatyou’reabletopay.Inidentifyingyourusagecosts,wewillrelyonthehistoric usage patterns for the period that youhavebeenourcustomer.
3. Identifytheexpectedlengthoftimerequiredto pay off your energy debt, taking intoconsiderationtheamountthatyoucanpayandthecostofyourongoingenergyusage.We will provide you with clear expectationsregardingthelengthoftimerequiredtopayoffyourdebtandhowitisaffectedbytheamountyou can afford to pay and your current usagepatterns.
4. Provideyouwithpaymentplanoptionsandallowyoutoselectthepaymentplanoptionthatyoupreferandbestsuitsyourneeds.
We adhere to the principles established in theMNRE Regulator’s (MNRE) SustainablePayment Plans Framework and will endeavor at alltimes to maintain flexibility, consistency, empathyandrespectwhennegotiatingpaymentoptionswithyou.
You can obtain a copy of MNRERegulator’s Sustainable Payment PlansFrameworkat:https://www.gov.in
If you are deemed ineligible for our hardshipprogram, we will provide you with clearcommunicationoutliningthereason(s)foryourineligibility.
Ourcommunicationwithyou
In all our communication with you we will ensurethat you are treated with respect and courtesy. Weunderstandthatyourcircumstancesmayaffectthemethodbywhichwecommunicatewithyouandwillensurethatourcommunicationmethodisclearand accommodatingtoyour needs.
ForourcustomerswithlowEnglishliteracy,includingcustomers from culturally and linguistically diversebackgrounds, we will use interpreter services whichcan be accessedby calling07183239777.
TheNationalRelayServiceisalsoavailabletoourcustomersrequiringitsservices.
Forcustomerslocatedinremoteareasorwhodonot have internet access, we will ensure that wecommunicatewithyouviayourpreferredmethodofcontact.
PaymentOptions
Whatwewilldo?
Therearedifferentpaymentoptionsavailableto
hardshipcustomers,including:
• paymentplans;
• Centre pay.
Werecommendtheuseofelectronicpaymentoptions to maximize your savings. Our bills set outtheelectronicpaymentoptionsavailabletoyou,includingBPAY,internet,telephone,directautomatic debit, Debit Card, Credit card, QR CodeandPOSTBillPay.Ifyouwanttopayinperson,paymentscanbemadeatanybranchofIndiaPost.
Whenyouareinourhardshipprogram,wewillofferyou flexible payment options to suit your individualsituation.
Tomakeyourpaymentplan,wewillconsider:
• Howmuchyoucanpay?
• Howmuchyouowe?
• Howmuchenergyweexpectyouwilluseinthenext12months?
Thiswillhelpusfigureoutapaymentplanthatisrightforyou.
Wewillofferapaymentplantosuityoursituation.Thiswillincludepaymentstocover:
• What you owe?
• Anamounttocoveryourenergyuse.
Onceweagreetoapaymentplan,wewillsendyouinformationincluding:
• Whoyoucancontactformorehelp?
• Howlongthepaymentplanwillgofor?
• Theamountyouwillpayeachtime.
• Howmanypaymentsyouneedtomake?
• Whenyouneedtomakeyourpayments?(Thisisalsocalledthefrequencyofthepayments)
• Howweworkedoutyourpayments?
YoucanchoosetouseCentre payifyouareeligible.
Centre pay is a free service you can use to helppayyourbills.Centre paycanautomaticallytakeanamountofmoneyfromyourCentrelinkpaymentscodetowardenergybillsandexpenses.
We will see if another energy plan may be better foryou. If you agree, we can transfer you to a betterenergyplanforfree.
Depending on the rules in our hardship policy, wemaybeabletoremovesomedebt,fees,orchargesyouowe.
If you miss a payment, we will contact you to seeif you need help. We will contact you by variousmethods,includingtelephone,SMS,email,orpost.
We will also ensure that you are contacted in atimelymannertobestassistyouindealingwithyourmissedpayment.
Whatmust youdo?
Tell us if your situation changes and you can nolongermakethepaymentsinyourplan.Wecanthenreviewyourpaymentarrangements.
Tell us if your contact details change.Wemaystophelpingyouifyou:
• stopmakingpaymentsunderyourplan.
• donottelluswhenyourcontactdetailschange.
Ifyouhavehadtwopaymentplanscancelledinthelast12monthsbecauseyoudidnotfollowyourplan:
• Wedonothavetoofferyouanotherplan.
• Wemightdisconnectyourenergy.
Other supports to help you pay your energy billDependingonthestateorterritoryyoulivein,thereareothersupportstohelpyoupayyourenergybills.
Whatwill wedo?
We will tell you about other ways you can get helptopayyourenergybill,suchas:
• Governmentreliefschemes.
• Energyrebates.
• Concessionprograms.
• Financialcounsellingservices.
• Whatweneedyoutodo?
Ifyoufindoutyouareeligiblefortheseprograms,letusknowassoonas possiblesowecanhelp you.
Ourprogramsandservices
Asahardshipcustomer,youcanaccessarangeofprogramsandservicestohelpyou:
• Energyauditstohelpyouidentifyhowbesttomanageyourenergyuse.
• ReferraltoApplianceReplacementPrograms.
• ReferraltoNoInterestLoanSchemes.
Whatwill wedo?
We will consider your individual situation to findthe right programs (e.g., concession programs) orservicesthatmeetyourneeds.
We want to check you have the right energyplan.
Whatwewilldo
When you join our hardship program, we will talk toyouaboutyourenergyuseandwhetheryouareontherightplan.
Ifwethinkthereisabetterenergyplanforyou,wewill:
• Explainwhytheplanisbetter.
• Askifyou’dliketotransfertothenewplanforfree.
We will only talk to you about energy plans we canoffer.
Wecanhelpyousaveenergy.
Usinglessenergycansaveyoumoney.
Whatwewilldo
Whenyoujoinourhardshipprogram,wecangiveyou tips to use less energy. This can be differentdependingonthestateorterritoryyoulivein.
Wewillworkwithyou.
Ifyouhavejoinedourhardshipprogram,wewillnot:
• Chargelatepaymentfees.
• Requireasecuritydeposit.
• Make changes to your plan without youragreement.Forexample,wewillnotputyouona shortened collection cycle unless you agreefirst.
Wewillcontinuetomaintaincontactwithyouwhileyou are in our hardship program and will regularlyreview the suitability of your arrangement andprovideyouwithupdatesonyourprogress.
Contactusearly.
Werecognizethatearlyidentificationoffinancialhardshipishelpfulinbettermanagingenergydebt.Wemonitoraccountsthatareoverdueorlateaspartofournormalbusinessmanagement,whichalertsusearlytopotentialhardship.Ourstaffarealsotrainedtolookforcommonindicatorsof
financialhardship,whichincludebutarenotlimitedto:
• Brokenpaymentplansandextensions.
• Lossofincome.
• Unexpectedexpenses.
• Eligibilityforconcessionsandgovernmentgrants.
We also welcome early approaches by ourcustomersexperiencingfinancialhardshipsothatthispolicycanbeimplemented.
If you are in a situation of financial hardship andcannotpayyourenergybillpleasecontactourHardship Team directly on 07183239777or byemailtoinfo@elitaenergy.comsothatwecandoourbesttohelpyou.Alldiscussionsareconfidential.
Makingacomplaint
If youhavecomplaintsorconcernsaboutouractionsundertheprogram,suchasyourremovalor exclusion from participating in the hardshipprogram,youcanraisethecomplaintthroughElita Energy’s complaints handling process. InitialcontactshouldbethroughourCustomerHelpLineon 07183239777. We will deal with your complaints orconcernspromptly.
State Ombudsman Telephone Website
Maharashtra MSEDCL
If you feel that the matter has not been resolvedadequatelyyouareentitledtoraiseyourcomplaintorconcernthroughtheenergyombudsmanschemeinyourstate.Contactdetailsfortheenergyombudsmanschemeinyourstatearelocatedbelow.