January issue of The Link
This issue includes information about resolving energy and water disputes, Non Mains Energy and Medical
Cooling Concessions, affordable computers and transport assistance for rural and regional patients. We provide
tips for summer energy savings and share a day in the life of a Community Information volunteer.
Help from the Energy and Water Ombudsman
The Energy and Water Ombudsman Victoria (EWOV) is an external dispute resolution body which investigates
and resolves disputes between Victorian consumers and their electricity, gas and water companies. EWOV
offers free independent and impartial advice to consumers.
The Ombudsman’s office deals with a range of issues, including:
• billing – high/estimated bills or billing delays
• credit – payment difficulties and debt collection
• customer service – failure to respond or inadequate information
• disconnection/restriction of supply – for non-payment
• marketing and transfer of accounts – change of retailers without consent
• provision of supply – problems with meters
• land issues – pruning of trees.
EWOV can be contacted for assistance when issues can not be resolved between parties. A customer can
choose a representative, for example a financial counsellor or community legal centre staff to help them with
their complaint.
EWOV aims for a sustainable outcome for both parties. This may include advice from independent third parties
or involve the Department of Human Services in assessing concession or Utility Relief Grant eligibility.
For more information visit www.ewov.com.au or EWOV on 1800 500 509 (toll free).
Non Mains Energy Concession applications closing soon
Non Mains Energy Concession applications for 2011 close on 31 January 2012. Any concession card holders
who have not yet claimed the concession should submit their applications as soon as possible.
The concession is available to cardholders who use LPG, heating oil, run generators or who receive electricity
from an embedded network.
Department of Human Services
To obtain an application form call the Concessions Information Line on 1800 658 521 (toll free) or visit
www.dhs.vic.gov.au/ about-the-department/documents-and-resources/forms-and-templates/non-mains-winterenergy-concession-application-form
Medical Cooling Concession helps manage illness in summer
Hot summer days can be difficult for people with illnesses such as multiple sclerosis or Parkinson’s disease,
whose symptoms can be triggered or exacerbated by heat. Householders with these medical conditions have no
choice but to run air-conditioning, leading to high electricity bills in summer and causing financial stress for lowincome households.
The Medical Cooling Concession helps concession households with their summer electricity bills by providing a
concession of 17.5 per cent from 1 November to 30 April each year. The Medical Cooling Concession is
provided in addition to the Annual Electricity Concession of 17.5 per cent. To be eligible, the electricity account
holder must hold a Pensioner Concession Card, a Health Care Card or a Veterans’ Affairs Gold Card, and a
member of the household must suffer from an eligible condition.
Conditions already covered for the concession include multiple sclerosis, Parkinson’s disease, lymphoedema,
motor neuron disease and fibromyalgia, however other conditions may be eligible.
For an application form call your electricity retailer or the Concessions Information Line on 1800 658 521 or visit
www.dhs.vic.gov.au/about-the-department/documents-and-resources/forms-and-templates/medical-cooling-concessionapplication-form
Did you know
GreenPC is a non-profit social enterprise of Infoxchange Australia that refurbishes computers donated by
corporate and government organisations and helps low-income individuals and community groups purchase
these computers at low-cost.
Infoxchange Australia’s vision is to ensure people have equal access to information technology.
GreenPC computers are thoroughly cleaned, tested and updated by skilled technicians. The computers are
internet ready, come with software installed and a 12-month warranty.
Packages start from $175 and include Microsoft Windows XP or Windows 7 on selected models, Winzip,
Acrobat Reader & Microsoft Office 2007* (Basic). Laptops start from $200.
Prices may change without notice. *Applies to healthcare and pension card holders.
For more information call GreenPC on 03 9418 7439, visit www.greenpc.com.au or email info@greenpc.com.au
A Day in the Life of a Community Information volunteer
Astrid has been a Community Service and Tourist Information Volunteer at Mornington Community Information
and Support Centre for 16 years.
Tell us about a typical day in your role: There is no typical day here. This Centre is unique because we have
tourist information and community welfare within the one agency. One minute you can be directing Swedish
backpackers to the nearest winery and the next you might find yourself listening intently to a heartbreaking story
of extreme crisis and trauma. The support given by volunteers in community information centres is as wide
ranging as the sky has stars. No two situations are alike.
What is one of the biggest challenges in your role? Every client accessing this centre for financial support
provides a challenge. Situations may challenge your beliefs and values or challenge you to create solutions to
problems.
Who inspires or motivates you? I am inspired by our manager, Carmel Spyrakis who is retiring at the end of this
year. Carmel always shows dignity and respect to all members of our community. She guides volunteers with
kindness and models an intuition for issues that most affect our community. We will miss Carmel at the Centre
but her energy will live on within us all.
What do you think is the most important issue affecting your clients? Housing and particularly the high cost of
rents that leave people with little money for bills and food after rent is paid. There is a lack of housing on the
Peninsula and it is very difficult for many people on low incomes to be accepted into rental properties. The
demand is very high and there is competition from families who are earning a higher income. It is impossible for
a person on Newstart to afford rent and food.
Tips for staying cool and saving energy over summer
 Set your thermostat to around 26˚C. You can save around 10 per cent on running costs for every 1˚C you
increase on your thermostat.
 If you are trying to cool a big space with a single air conditioner, close doors to rooms you don’t need to cool,
such as laundries or bathrooms.
 Shade windows with awnings or curtains to keep the sun out. Each square metre of full sun on a window
gives heat similar to a bar radiator.
 Close doors and windows to keep out hot air.
 Insulate ceilings and use draught excluders under doors or door snakes.
For more ideas visit ResourceSmart at www.resourcesmart.vic.gov.au/for_households.html
Victorian Patient Transport Assistance Scheme
For rural and regional Victorians, accessing specialist medical services can involve long travel and overnight
stays, making treatment an expensive process. The Victorian Patient Transport Assistance Scheme (VPTAS)
subsidises travel and accommodation costs incurred by rural Victorians (and an approved escort) who have no
option but to travel a long distance to receive approved medical specialist services.
To be eligible, the patient must meet all of the following criteria:
 be a Victorian resident
 live in a Department of Health designated rural region
 be receiving specialist medical treatment under specialty treatment codes 001-099, 102 or 115 from an
approved medical specialist service registered with Medicare Australia
 need to travel more than 100 kilometres one way or on average 500 kilometres per week for a minimum of
five consecutive weeks.
For details of the criteria and application forms call the VPTAS office on 1300 737 073 or visit the Department of
Health at www.health.vic.gov.au/ruralhealth/vptas/patients.htm
Is your client a Centrepay customer?
Centrepay is a free direct bill-paying service offered to customers receiving payments from Centrelink.
Customers need to tell their utility provider about their concession entitlements so these can be taken out of the
bill before Centrepay deducts the amount from their Centrelink payment.
MyShopRights app
Consumer Affairs Victoria’s MyShopRights app covers the new consumer laws which commenced 1 January
2011 and includes information about refunds, warranties, defective goods and lay-bys.
The MyShopRights app is available on Android and iPhones and provides instant advice about refunds,
warranties and lay-by rights. MyShopRights can also store photos of receipts and set reminders for giftvouchers, lay-bys and warranties.
For more information visit www.consumer.vic.gov.au or call 1300 558 181.
For Department of Human Services information about concessions visit
www.dhs.vic.gov.au/concessions
Extending The Link
We encourage you to share The Link with other interested stakeholders.
To subscribe or give us feedback email concessions.communications@ dhs.vic.gov.au