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Tennessee Housing Development Agency 2025 LIHEAP Policy Manual for Regular and Crisis Assistance 49

6.4 Vendor Refunds The new benefit matrix is anticipated to eliminate the occurrence of vendor refunds. Vendors must apply the same rules and procedures to LIHEAP clients as they do other customers when a utility service is inactive or closed. If a refund is received by the subgrantee please reach out to THDA LIHEAP staff for guidance.

Vendor Responsibilities • Inactive or Closed Accounts If a customer’s account is inactive at the time payment is received, the vendor should follow its existing refund customer policy. • Overages o If an overage remains after applying funds to the outstanding balance, the vendor should apply the overage to the household’s new account. o If no new account exists, or one is not opened within 90 days, the vendor must follow the guidance outlined in the signed Vendor Agreement.

Subgrantee Responsibilities for Refunds If a refund is received by the subgrantee please reach out to THDA LIHEAP staff for guidance 6.5 Credits to Pay Subgrantees must outline the procedures they follow when LIHEAP benefits are not fully processed for payment to the vendor. They must ensure that the client receives all the benefits they are entitled to. This process must be included in the annual Agency Specific Operational Plan and must be approved by THDA.

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Page 50

Official source

Tennessee Housing Development Agency 2025 LIHEAP Policy Manual for Regular and Crisis Assistance 49

6.4 Vendor Refunds The new benefit matrix is anticipated to eliminate the occurrence of vendor refunds. Vendors must apply the same rules and procedures to LIHEAP clients as they do other customers when a utility service is inactive or closed. If a refund is received by the subgrantee please reach out to THDA LIHEAP staff for guidance.

Vendor Responsibilities • Inactive or Closed Accounts If a customer’s account is inactive at the time payment is received, the vendor should follow its existing refund customer policy. • Overages o If an overage remains after applying funds to the outstanding balance, the vendor should apply the overage to the household’s new account. o If no new account exists, or one is not opened within 90 days, the vendor must follow the guidance outlined in the signed Vendor Agreement.

Subgrantee Responsibilities for Refunds If a refund is received by the subgrantee please reach out to THDA LIHEAP staff for guidance 6.5 Credits to Pay Subgrantees must outline the procedures they follow when LIHEAP benefits are not fully processed for payment to the vendor. They must ensure that the client receives all the benefits they are entitled to. This process must be included in the annual Agency Specific Operational Plan and must be approved by THDA.