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PY26 WHEAP Manual

Revised: August 2025 Online applications do not have a physical Certification Page. When customers apply using the online application, they are provided with the Certification Page language prior to submission. The HE+ System records the date and time the customer “signs” and submits the online application.

2.7 Weatherization Assistance The HE+ Application is used for both the energy assistance and Weatherization Assistance programs. Both programs have the same basic eligibility requirements, so a single application can be used for both.

2.8 Discrimination Complaints and Administrative Hearings 2.8.1 Discrimination If an applicant believes they have been discriminated against in any way, the applicant may file a complaint by contacting the Coordinator of the agency where they applied, or any person authorized by the agency to receive discrimination complaints. Federal law prohibits discrimination based on race, color, national origin, sex, age, or disability.

2.8.2 Hearings An individual has the right to apply for energy assistance benefits and to receive a payment or a letter of explanation within 45 days from the date the application process is completed. The application process is not complete until the HE+ System processes the application (determines eligibility, calculates a benefit, and sends a notice of award or denial). If the applicant believes their application has not been processed timely, has been incorrectly denied, or their payment is incorrect, they have the right to request a fair hearing.

The fair hearing process is designed to ensure that customers receive fair consideration and appropriate assistance. It is intended to resolve disputes reasonably and should be processed using the following three steps: • Step 1: Customers contact the agency that processed the application to request an appeal • Step 2: Formal appeal to DEHCR • Step 3: Appeal to the Division of Hearings and Appeals (DHA) Division of Hearing and Appeals PO Box 7875 Madison, WI 53707-7875

Customers may not follow all three steps in order and may start their appeal at any point in the process. Regardless of whichever step a customer starts their appeal, the WHEAP agency and DEHCR should work together to resolve the dispute quickly and ensure that customers receive fair consideration and appropriate assistance.

General Fair Hearing Procedures Customers may initiate an appeal if they believe: • The regular application was incorrectly denied, incorrectly processed, and/or not processed in a timely manner