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All applications must be certified through the system before a benefit can be issued. No benefit may be disbursed without system certification. C. Payment Issuance 1. Recording Payments: All benefits must be recorded in the OHEP DMS.

2. Exceptions: In rare cases requiring benefit issuance outside of the system, LAAs must obtain written approval from the State OHEP Office. The office will provide a written policy waiver for documentation.

3. Supplier Refunds: Refunds issued by energy suppliers may be returned to the supplier upon request if the applicant maintains an active account. Refunds may be processed through September 30th following the program year in which eligibility was established.

4. Other Exceptions: Any other exceptions must be approved in writing by the State OHEP Office.

D. Customer Notifications Customer notices, including benefit payment letters and denial notifications, must be generated through the DMS. ● A copy of the Household Notification Letter is not required in the applicant’s file but must be generated in the system within 10 days of the payment date.

E. Reports

Updated May 2025