TRADE FREE Water Heating System Installation T&C

Terms and Conditions for Plumber Participation in Hot Water Saver Heat Pump Program

Effective Date: 09/01/2025
Issued by: Hot Water Saver Pty Ltd (VEU Accredited Provider No. A2776)

1. Purpose
These Terms and Conditions outline the compliance requirements, professional obligations, and financial liabilities for plumbing contractors receiving heat pump water heater units free of charge from Hot Water Saver ("the Company") under the Victorian Energy Upgrades (VEU) Program, Solar Victoria rebate scheme, and any associated initiatives. These Terms aim to ensure that all installations uphold the standards required to protect Hot Water Saver’s VEU accreditation and meet regulatory and rebate requirements.

2. Mandatory Compliance
All plumbers engaged in installation work under this program must:

• Be licensed or registered with the Victorian Building Authority (VBA), holding appropriate classes for water supply plumbing, and where applicable, gas fitting and/or refrigeration work.
• Ensure that any electrical work is performed only by an Energy Safe Victoria (ESV) licensed A-grade electrician, or a plumber holding an appropriate Restricted Electrical Workers License.
• Strictly adhere to all relevant legislation and regulations, including but not limited to:
  • Plumbing Regulations 2018
  • Building Act 1993
  • Electricity Safety Act 1998 & Electricity Safety (Registration and Licensing) Regulations 2020
  • Occupational Health and Safety Act 2004
  • Victorian Energy Efficiency Target (VEET) Act 2007
  • Environmental Protection Act 2017

Installers must also comply fully with all program-specific procedural documentation provided by Hot Water Saver, which includes:

• PB Installation Process for Activities 1D & 3C
• PB Eligibility Process 1D & 3C
• PB Decommissioning Process
• Occupational Health and Safety Policy V1.3
• SWMS (Safe Work Method Statements) where applicable

Failure to comply with any of the above will be considered a material breach of this agreement and may result in financial penalties and future exclusion from the program.

3. Solar Victoria and VEU Requirements To remain eligible to receive the product at no cost, plumbers must:

• Be registered as an authorised hot water installer on the Solar Victoria portal and complete all required digital verification steps (e.g. QR code scanning on site).
• Ensure the installation complies fully with Solar Victoria’s Hot Water Rebate Checklist V3, the VEU Water Heating Consumer Fact Sheet, and all guidelines provided by Hot Water Saver.
• Confirm the end customer meets all eligibility requirements prior to installation. Units may only be installed for customers meeting the criteria under the VEU (1C 1D or 3C 3D) and Solar Victoria rebate frameworks.
• Keep themselves updated on changes to any rebate, safety, or regulatory documentation impacting compliance.

All activities must be conducted in 100% compliance with VBA and ESV laws, codes, and methods. Any deviation from approved methods may result in legal, financial, and operational consequences.

4. Documentation and Consumer Forms It is the installer’s sole responsibility to use Hot Water Savers Eligibility, Assignment and Install Evidence forms which will

• Collect and retain accurate and complete consumer documentation including:
  • Proof of identity
  • Signed VEEC Assignment Forms
  • Solar Victoria Program Consent and QR confirmation
  • Q36 CONTRACT FOR THE SUPPLY AND INSTALLATION OF A HEAT PUMP WATER HEATER
• Submit geo-tagged and timestamped photographs of the unit pre-installation, during installation, and post-commissioning via Hot Water Saver Forms
• Provide all required forms to Hot Water Saver within 24 hours of job completion, including VBA and ESV compliance certificates, Certificate of Electrical Safety (if applicable), and commissioning report.

Hot Water Saver reserves the right to audit any job to confirm all documentation is complete and accurate. 

5. Product Cost Liability Plumbers will be invoiced for the full retail cost of the unit ($2,790 + GST) or an equivalent amount reflecting the rebate shortfall if:

• The installation is found to be non-compliant with any of the legislation or methods referenced in Section 2 or Section 3.
• The heat pump is installed at an address ineligible for rebate under VEU or Solar Victoria guidelines.
• The consumer fails to qualify for rebates due to incomplete or missing documentation or failure to use Hot Water Savers forms.
• The work is carried out by a contractor not listed as a registered Solar Victoria or VEU-authorised installer.
• Installers fail to complete and return required documentation within the allotted timeframe.
• Hot Water Saver incurs penalties, breaches, or VEEC invalidations due to the plumber’s conduct.

Installers are fully responsible for reimbursement of rebate shortfalls and any fines or losses caused by procedural non-compliance.

6. Rectification Responsibility If any installation is found to be non-compliant or defective, the installer is fully responsible for:

• Rectifying the installation within 7 business days of notice being issued
• Covering all associated costs of repair, reinstallation, and re-inspection
• Communicating transparently with Hot Water Saver about progress and confirmation of the remedial work
• Submitting updated compliance certificates and photographic evidence upon completion

Failure to comply with rectification responsibilities will trigger automatic billing of the unit cost, recovery action, and potential removal from the installer network.

7. Client Form Submission Installers must ensure all consumer-facing forms and acknowledgements required by Hot Water Saver and the VEU program are:

• Fully completed and signed by the consumer
• Submitted within 24 hours of job completion
• Free from alterations, omissions, or misleading information

Failure to fulfil these requirements will result in the installer being held liable for the full cost of the heat pump unit and disqualification from future rebate support.

8. Indemnity and Program Protection Installers agree to indemnify and hold harmless Hot Water Saver Pty Ltd, its directors, and affiliated entities from any financial, legal, or reputational damages arising from:

• Breach of regulatory requirements
• Submission of inaccurate or fraudulent documentation
• Unsafe or unlicensed work
• Failure to follow program or manufacturer procedures

These Terms and Conditions serve as a protective mechanism for Hot Water Saver’s VEU accreditation (No. A2776)and participation in related government schemes. Installers are reminded that their conduct directly affects the eligibility of both clients and Hot Water Saver as an Accredited Provider.

9. Termination and Removal from Installer Network Hot Water Saver reserves the right to suspend or permanently remove any contractor from its approved installer network for:

• Repeated non-compliance with these Terms
• Unsafe work practices
• Misrepresentation of qualifications or documentation
• Consumer complaints substantiated by evidence
• Interference with the STC, VEEC, or rebate claim process

In such cases, outstanding equipment or financial liabilities will be pursued through recovery action.

10. Acceptance By accepting the supply of a heat pump unit from Hot Water Saver, the plumber agrees to these Terms and Conditions and confirms they have read, understood, and accepted all related documentation provided.

For compliance support, documentation guidance, or registration assistance:
Hot Water Saver Pty Ltd
📧 info@hotwatersaver.com.au