For Access to Work Travel Support

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1. ABOUT THE CUSTOMER CONTRIBUTION

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Access to Work (AtW) may require some customers to pay a personal contribution towards their approved travel support. This contribution is determined by Access to Work and is not set by ERS Transport Coordination.

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Where a Customer Contribution applies, the amount and requirements will be set out in the customer's Access to Work award.

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ERS will invoice customers for the full cost of the journeys provided in accordance with the applicable Access to Work arrangements. Where Access to Work subsequently pays less than the full invoice amount, any remaining balance will be the Customer Contribution payable by the customer. The amount of the Customer Contribution can only be confirmed once the Access to Work payment has been received and reconciled by ERS.

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Where a Customer Contribution is due, ERS will issue an updated invoice to the customer showing the outstanding balance. The Customer Contribution will be subject to 30-day payment terms from the date of the updated invoice.

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2. HOW YOUR INVOICE WORKS

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Each month you will normally receive an invoice showing the full cost of the journeys provided.

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Where Access to Work covers the cost of your journeys, you should submit the invoice to Access to Work for payment directly to ERS using the payment details provided.

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Where Access to Work makes a payment that does not cover the full invoice amount, the remaining balance will be your Customer Contribution. The amount of the Customer Contribution can only be confirmed once the Access to Work payment has been received and reconciled by ERS.

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Where a Customer Contribution is due, ERS will issue an updated invoice showing the outstanding amount. This balance will be subject to 30-day payment terms from the date of the updated invoice.

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3. PAYMENT OPTIONS

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Access to Work funded customers have two options for dealing with their ERS invoice.

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Option 1 – Access to Work Pays ERS Directly

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Where available, you may submit your ERS invoice or claim to Access to Work using ERS's payment details and arrange for the approved payment to be made directly to ERS.

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The claim must be submitted for direct payment to ERS within 30 days of the invoice date.

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Once the claim has been correctly submitted for direct payment to ERS within this period, subsequent delays in processing or payment by Access to Work will not, in themselves, result in suspension of services.

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Any amount that remains unpaid after Access to Work has made its payment, including any applicable Customer Contribution or charges not covered by Access to Work, will be the customer's responsibility. Once the Access to Work payment has been received and the remaining balance has been confirmed, ERS will issue an updated invoice showing the amount due. The remaining balance will be subject to 30-day payment terms from the date of the updated invoice.

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Option 2 – Access to Work Reimburses You

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You may instead choose to have Access to Work reimburse you personally.

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Where you choose this option, you are responsible for paying ERS within 30 days of the invoice date.

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You should not delay payment to ERS while waiting for Access to Work to reimburse you.

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The amount you are required to pay ERS will be set out on your invoice.

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4. NO UPFRONT PAYMENT FOR FUTURE JOURNEYS

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ERS does not require customers to pay for journeys before they take place solely because they are funded through Access to Work.

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Invoices are issued in accordance with ERS's normal monthly invoicing arrangements.

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The applicable payment period begins from the invoice date.

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5. IF ACCESS TO WORK PAYMENT IS DELAYED

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ERS understands that Access to Work processing and payment times are outside the control of both the customer and ERS.

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Where you have correctly submitted your claim to Access to Work for direct payment to ERS within the required 30-day period, a delay by Access to Work in processing or making the payment will not, in itself, result in suspension of your services.

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If you have chosen to have Access to Work reimburse you personally, you remain responsible for paying ERS within the applicable 30-day payment period.

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If you are experiencing a problem with an Access to Work claim or payment, you should contact ERS as soon as possible so that we can understand the situation and, where appropriate, assist with resolving any issue relating to the ERS invoice or claim.

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6. PAYMENT REMINDERS AND SERVICE SUSPENSIONS

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Where neither direct payment nor submission of the relevant claim to Access to Work for direct payment to ERS has occurred within 21 days of the invoice date, ERS may issue a payment reminder advising that services may be suspended if the matter is not resolved by the 30-day deadline.

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Where neither direct payment nor submission of the relevant claim to Access to Work for direct payment to ERS has occurred within 30 days of the invoice date, ERS may suspend future services until payment is made or confirmation that the claim has been submitted is provided.

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Where an Access to Work claim has been correctly submitted for direct payment to ERS within the 30-day period, subsequent delays by Access to Work will not be treated as non-payment by the customer.

Where a customer remains responsible for an outstanding balance after the applicable payment deadline, ERS may take further steps to recover the debt. This may include issuing a formal Letter of Claim and commencing County Court proceedings where appropriate.

ERS will provide notice and an opportunity to resolve the outstanding balance before formal recovery action, in accordance with applicable legal requirements.

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ERS may seek to recover interest, court fees and other costs where legally entitled to do so.

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7. CUSTOMER CONTRIBUTIONS

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Where Access to Work requires a customer contribution, this is a requirement of the customer's Access to Work award and is not a charge imposed by ERS.

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The customer remains responsible for paying any contribution or other amount identified on their invoice as being their responsibility.

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ERS cannot alter or waive a customer contribution that has been determined by Access to Work unless Access to Work itself confirms a change to the customer's award.
 

Customer Contributions are subject to the payment deadlines and recovery procedures set out in this policy. Where an updated invoice has been issued, the customer must pay the outstanding contribution within 30 days of the updated invoice date.

 

If the balance remains unpaid after the applicable deadline, ERS may suspend future services where permitted and pursue recovery of the outstanding amount in accordance with Section 6.

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8. CONTACT & SUPPORT

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If you have difficulties with customer contributions, invoices or Access to Work claims, you can contact:

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Email: contact@erstaxiservice.co.uk
Telephone: 0800 755 5258

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ERS will provide information and assistance relating to ERS invoices and claims where appropriate, but decisions regarding Access to Work funding, eligibility and reimbursement remain the responsibility of Access to Work.

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9. SIMPLE RULE SUMMARY

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If you want Access to Work to pay ERS directly:

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Submit your ERS claim to Access to Work using ERS's payment details within 30 days of the invoice date.

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If you want Access to Work to reimburse you personally:

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Pay ERS within 30 days of the invoice date.

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If Access to Work is processing a correctly submitted direct payment claim:

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The payment may take longer than 30 days. This will not, in itself, result in suspension of services.

If neither payment nor submission of the claim for direct payment to ERS has happened within 30 days:

ERS may suspend future services until the matter is resolved.

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If you have any further questions please check out our Payment FAQ page or email us at finance@erstc.co.uk