9 Energy Suppliers,, 2605(b)(7) - Assurance 7

9.1 Do you make payments directly to home energy suppliers? Heating Yes No Cooling Yes No Crisis Yes No Are there exceptions? Yes No If yes, Describe. The household heats their home by cutting or gathering their own firewood, or by using wood pellets; The household’s energy provider does not have a signed Memorandum of Understanding (MOU) with the New Mexico Health Care Authority Income Support Division; The household pays their landlord separately for heating or cooling costs, and those costs are not included in the rental agreement. 9.2 How do you notify the client of the amount of assistance paid? Notice of Case Action (NOCA) Issuance Upon approval of the LIHEAP application and the initial issuance of the benefit, a Notice of Case Action (NOCA) is sent to the customer. The NOCA includes the approved benefit amount and identifies the utility vendor receiving the payment. 9.3 How do you assure that the home energy supplier will charge the eligible household, in the normal billing process, the difference between the actual cost of the home energy and the amount of the payment? As stipulated in the Memorandum of Understanding (MOU) between the New Mexico Health Care Authority (HCA) and each participating vendor, there is a provision requiring that eligible LIHEAP household customers must not be treated differently than other customer households. Vendors are contractually bound to adhere to the terms outlined in the MOU. (Reference: Section 9.5) 9.4 How do you assure that no household receiving assistance under this title will be treated adversely because of their receipt of LIHEAP assistance? All utility vendors participating in LIHEAP must sign a Memorandum of Understanding (MOU) that explicitly states eligible LIHEAP households shall not be treated differently from other customers. Vendors are held accountable to this clause and monitored for compliance. • LIHEAP is administered in accordance with all applicable civil rights and nondiscrimination laws, including Title VI of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act, and Title II of the Americans with Disabilities Act (ADA). • LIHEAP staff receive regular training that includes customer service standards, equity in program delivery, and non-discriminatory practices to ensure uniform treatment of all applicants and recipients. • A formal process is in place for households to report complaints or concerns, including allegations of adverse treatment. These are investigated promptly, and corrective action is taken as necessary. • Regular case reviews and vendor oversight (e.g., audits and site visits) are conducted to identify and resolve any instances of unequal or inappropriate treatment. Through these mechanisms, HCA maintains compliance with federal assurances and safeguards the dignity and fair treatment of all LIHEAP participants. 9.5. Do you make payments contingent on unregulated vendors taking appropriate measures to alleviate the energy burdens of eligible households? Yes No If so, describe the measures unregulated vendors may take. Attach a copy of the template statewide vendor agreement or a policy that indicates local agreements must adhere to statewide policies and assurances. If any of the above questions require further explanation or clarification that could not be made in the fields provided, attach a document with said explanation here.