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3 | P a g e 3.2 Re-establishing Eligibility (Multiple Assists) ..................................................................... 19 3.3 Client File ......................................................................................................................... 19 3.3.1 Retention Schedule ........................................................................................................... 20 4.0 MEAP Benefits ........................................................................................................ 22 4.1 Home Energy Suppliers .................................................................................................... 22 4.1.1 Tax Reporting .................................................................................................................... 23 4.2 Direct Services/Covered Services .................................................................................... 23 4.2.1 Assurance 16 Services ....................................................................................................... 23 4.2.2 Deliverable Fuels and Wood ............................................................................................. 24 4.3 Non-Covered Services ...................................................................................................... 24 4.3.1 Late Fees ........................................................................................................................... 25 4.3.2 Unregulated Service Charges ............................................................................................ 26 4.3.3 Theft/Fraud on Client’s Account ....................................................................................... 26 4.4 MEAP Cap ......................................................................................................................... 26 4.4.1 Exceptions ......................................................................................................................... 27 4.4.2 Bill Transfers ..................................................................................................................... 27 4.5 State Emergency Relief (SER) ........................................................................................... 27 4.5.1 SER Co-payment ................................................................................................................ 28 4.6 Energy Assistance Underpayments, Overpayments, and Refunds .................................. 28 4.6.1 Underpayments ................................................................................................................ 29 4.6.2 Overpayments ................................................................................................................... 29 4.6.3 Refunds ............................................................................................................................. 29 5.0 Notice of Services ................................................................................................... 31 5.1 Approval Process ............................................................................................................. 31 5.2 Denial Process .................................................................................................................. 31 5.2.1 Client Appeal/Request for Review .................................................................................... 31 5.2.2 Grantee Out of Funds Letters ........................................................................................... 31 5.2.3 Non-Participating Provider Denial .................................................................................... 32 6.0 Monitoring and Reporting Program Performance .................................................... 33 6.1 Households Served Data and Documentation/Client List ............................................... 33 6.2 Household Client File Sampling ....................................................................................... 34 6.3 Financial Status Reports ................................................................................................... 34 6.3.1 Final Financial Status Report ............................................................................................. 34