Frequently asked questions
Am I eligible for more than one component of the package?
If you are an owner-occupier, landlord or tenant you may apply for either the ceiling insulation assistance under the Home Insulation Program or the Solar Hot Water rebate, but not both for the same dwelling.
Home Insulation Program
What changes to this program came into effect on 2 November 2009?
On 1 November 2009 revised Program Guidelines for the Home Insulation Program were released.
The main changes are:
- Insulation assistance up to a maximum of $1,200 regardless of whether the householder owns or rents the dwelling.
- The Program funds have been capped at $2.45 billion.
A transitional phase will apply to householders and installers who have pre-booked installations to occur between 2 November and 16 November 2009. Installers must lodge claims for quoted work completed before 16 November 2009 before 1 December 2009.
The Home Insulation Program will run until 31 December 2011 or until the funds have been fully allocated.
Quote and Physical Site Inspection Requirements
What are the quotation requirements that installers need to comply with?
Installers must provide a written quote to the householder that is based on a Physical Site Inspection.
Householders must obtain two genuinely independent quotes and it is recommended that householders contact a number of installers on the Installer Provider Register to explore a range of insulation and installation options. Householders should also consider seeking additional quotes if their two quotes have a cost per metre that is above the Upper price per metre in the pricing table.
The written quote must contain details of the:
- Insulation product type (e.g.: glasswool, polyester, cellulose, natural wool, reflective foil).
- The insulation R-Value (a measurement of resistance to heat flow).
- The total area to be insulated (in metres squared).
- Total cost (GST inclusive).
- Breakdown of the cost including: the price per square metre; and the labor and materials components.
- Where the quoted price exceeds the maximum recommended price in the pricing table, an explanation of the reason(s) must be included in the quote. (Note: see information on the Pricing table above.)
What are the Physical Site Inspection requirements for each quote?
All quotations must be based on a Physical Site Inspection which includes a physical inspection of the ceiling of the dwelling to be insulated (except where the dwelling is in a remote location), including a full measurement of the ceiling space to be insulated, confirming that the dwelling does not already have Ceiling Insulation or has Ceiling Insulation of Negligible Effectiveness.
Installers must carry out a Physical Site Inspection before providing their written quote to the Householder, except where Householders are unable to obtain a quote based on a Physical Site Inspection due to the dwelling being located in a remote area. To be eligible, a written quote is still required.
Why is the Government requiring Physical Site Inspections for each quote?
The Government requires a Physical Site Inspection to provide certainty to householders about the full cost and details of the installation before work commences. In addition, householders should be able to compare quotes from a range of installers to determine which products and services best suit their needs. The Physical Site Inspection is to improve the accuracy of quotations and promote competitive pricing.
Which quotes are exempt from the requirement for a Physical Site Inspection?
There is only one exemption to the Physical Site Inspection requirement.
There is no requirement for an Installer to carry out a Physical Site Inspection before providing their written quote to the Householder where the dwelling to be insulated is located in a remote area. For the purposes of the program, dwellings are considered to be in a remote area if they are located in an area of Australia that is classified as “remote” or “very remote” under the Australian Bureau of Statistics remoteness classification.
To determine if a dwelling is in an area considered remote under the program, Installers and Householders should view the ABS remoteness maps of each State and Territory available on the program website at:
Citation for the ABS remoteness classification: Australian Bureau of Statistics, Census Geography Paper 03/01 (2003) Australian Standard Geographic Classification (ASGS) Remoteness Classification - Purpose and Use, Appendixes A and B.
Do I need to register again?
Installers who registered on the Installer Provider Register prior to the commencement of the Home Insulation Program on 1 September 2009 do not need to re-register.
Householders
How do I know if a home is covered by mandatory thermal efficiency provisions in the Building Code of Australia?
If a home is covered by the mandatory thermal efficiency requirements of the Building Code of Australia (BCA) the house is not eligible for insulation assistance under the Home Insulation Program.
To be covered by the mandatory thermal efficiency requirements of the BCA, the home must have been granted building approval by the relevant authority after the Building Code requirements coming into effect. For audit purposes, evidence of the date of approval will be required.
For the purpose of the Program the adoption date of the Building Code requirements for each state/territory is considered as follows:
| State / Territory | Adoption Date |
|---|---|
| NSW | 1 July 2007 |
| VIC | 1 January 2003 |
| QLD | 1 September 2003 |
| SA | 1 January 2003 |
| WA | 1 July 2003 |
| TAS | 1 January 2003 |
| NT | 1 January 2003 |
| ACT | 1 January 2003 |
1 Victoria has had thermal performance requirements (of overall ceiling/roof R-value of 2.2) since 1983. For the purpose of this Program, Victorian homes remain eligible from 1983 to 1 January 2003 when energy efficiency provisions were introduced in the Building Code of Australia.
2 New South Wales implemented thermal performance requirements over a period of three years from 2004 to 2007. For the purpose of this Program, New South Wales homes remain eligible until 1 July 2007, when energy efficiency provisions were in place across the State.
Can I install the insulation myself?
No. To be eligible for assistance, the ceiling insulation must be installed by the owner or employee of a business that is listed on the Australian Government's Installer Provider Register.
Is there a list of available insulation installers?
Yes. The Australian Government launched the Installer Provider Register on 1 July 2009. You can use it to search for registered installers servicing your area. This information is also available from the Energy Efficient Homes Package call centre on 1800 808 571.
What type of insulation can I get?
There is a wide variety of ceiling insulation available in Australia and you will need to consider what type is most suitable for your particular circumstances. You will need to take into account such things as your geographic location, the aspect of your home, the type of roofing fixture etc.
The insulation you install must meet the relevant standards that are set out in the Home Insulation Program Guidelines. You can also visit www.yourhome.gov.au for more detailed information on insulation.
Do I need to get quotes?
From 2 December 2009 householders are required to obtain a minimum of two (2) genuinely independent written quotes before arranging installation.
It is recommended that householders seek as many quotes as necessary to satisfy themselves that they are getting the right products and services for their situation and the construction and location of their home. The quote will likely form part of the contract between the householder and the installer and the quote must be retained for audit purposes. In providing the quotes, the installers are required to undertake a physical site inspection.
Can I access this program for more than one property?
Provided that you meet the eligibility criteria as set out in the Program Guidelines, which you should read carefully before making any commitment, you can insulate your permanent place of residence, and if you own a holiday home and/or rental property/ies these may also be eligible for assistance.
Please note that homes built after the introduction of the mandatory thermal performance requirements under the Building Code of Australia commencing from 2003 are not eligible for the assistance.
To find out if you are eligible, please check the Home Insulation Program Guidelines.
What are the arrangements under the Energy Efficient Homes Package for people living in aged care facilities?
The Government is very conscious of the circumstances of people living in aged care facilities and has ensured the Energy Efficient Homes Package addresses their needs. People living in an independent unit in a retirement village or in an aged care facility, can access either the insulation assistance of up to $1,200 under the Home Insulation Program or the Solar Hot Water Rebate of $1,600, provided they meet the eligibility criteria.
Aged care and other facilities such as bed-sits in aged care centres, full care nursing homes and hostels can apply for insulation assistance of up to $1,200 per facility under the Home Insulation Program.
I live in government owned public housing. Am I eligible for the assistance?
No. Whilst public housing is not covered by this Package, as it is a state and territory government responsibility, the Government has held discussions with the states and territories to address the issue of energy efficiency in public housing through the National Strategy on Energy Efficiency. As a result, states and territories have agreed to audit the energy efficiency of their public housing stocks and to make the results of these independent audits publicly available. States and territories have further committed that subsequent to these audits, they will consider implementing cost-effective energy efficiency upgrades.
Does the assistance cover both product and installation costs?
Yes. The cost of the product and the installation costs (including any materials required for the safe and proper installation such as down light covers, glue, sealants and non metal fasteners) are included in the Program up to the value of $1,200 (including GST).
I have the ceiling in one room insulated. Does this mean I am not eligible for assistance?
No. You may still be eligible. Please check the Program Guidelines for further details. Your insulation installer will also be able to advise you on the overall R-value of any insulation currently in the ceiling space.
I own multiple rental properties, can I install insulation in more than one property?
Yes. If you meet the eligibility requirements of the Home Insulation Program then you can apply for the assistance for each of your rental properties. Please check the Program Guidelines.
I have down lights at home, is it safe to put insulation in my ceiling?
Yes. If you have down lights in your ceiling you will still be able to put insulation in your ceiling.
Installers MUST use an appropriate cover over down lights and other relevant ceiling appliances, as approved and installed in accordance with relevant Australian Standards. Where it is not possible to install a cover (e.g. due to space limitations in flat ceilings,) installers MUST still leave the minimum clearance distance required under the relevant Standards.
Early installation between 3 February 2009 and 30 June 2009
Can I seek reimbursement for new ceiling insulation installed prior to 1 July 2009?
Yes. Households that installed insulation between 3 February 2009 and 30 June 2009 may be entitled to seek reimbursement under the Homeowner Insulation Program or the Low Emission Assistance Plan for Renters. This must be done within six months of the installation (see the Early installation guidelines for more information) and you must meet all eligibility requirements.
Do I need to send in my completed application form within a specific timeframe?
Yes. The reimbursement application form must be lodged within six months (184 days) of purchase and installation of your insulation.
Insulation installers
How do I know if a home is covered by mandatory thermal efficiency provisions in the Building Code of Australia?
If a home is covered by the mandatory thermal efficiency requirements of the Building Code of Australia (BCA) the house is not eligible for insulation assistance under the Home Insulation Program.
To be covered by the mandatory thermal efficiency requirements of the BCA, the home must have been granted building approval by the relevant authority after the Building Code requirements coming into effect. For audit purposes, evidence of the date of approval will be required.
For the purpose of the Program the adoption date of the Building Code requirements for each state/territory is considered as follows:
| State / Territory | Adoption Date |
|---|---|
| NSW | 1 July 2007 |
| VIC | 1 January 2003 |
| QLD | 1 September 2003 |
| SA | 1 January 2003 |
| WA | 1 July 2003 |
| TAS | 1 January 2003 |
| NT | 1 January 2003 |
| ACT | 1 January 2003 |
1 Victoria has had thermal performance requirements (of overall ceiling/roof R-value of 2.2) since 1983. For the purpose of this Program, Victorian homes remain eligible from 1983 to 1 January 2003 when energy efficiency provisions were introduced in the Building Code of Australia.
2 New South Wales implemented thermal performance requirements over a period of three years from 2004 to 2007. For the purpose of this Program, New South Wales homes remain eligible until 1 July 2007, when energy efficiency provisions were in place across the State.
When and how can I register?
Installers only need to register their business once; you do not need to register each individual employee or subcontractor. You will need certain information to register, so be sure to read the instructions on how to register and have everything available before commencing your registration.
What are the figures in the Pricing Table based on?
The figures are based on the total cost of installations lodged from 1 July to 10 September 2009.
Figures listed in the upper price column take into consideration additional costs associated with complex installations and remote location issues.
Upper and lower amounts are one standard deviation from the average.
Once I've completed an installation, how do I make a claim for payment?
When you register your business on the Australian Government's Installer Provider Register you are provided with a User ID and password. You will need these to log on to the Government's online claims system as well as your completed work order form/s. To make a claim for payment all you need to do is log on to the system, complete the form and submit your claim for payment. Householders will ordinarily need to pay installers any amount in excess of the Government assistance of $1,200 (including GST) or the full amount if they are not eligible.
Note also that the Australian Government may delay payments to installers until satisfied program requirements have been met.
When I'm filling out the Work Order Form, whose name do I put down?
The section of the Work Order Form that asks for the 'Name of the Individual Installing the Insulation' refers to the name of the individual who physically installed the insulation at the property or their supervisor who has checked the installation. The installer declaration at the bottom of the Work Order Form should also be signed by this person.
Whose name do I enter when I'm lodging a claim for payment?
When lodging claims through the claims page make sure that the data you supply is consistent with the Work Order Form. Where the claims page asks for the Given Name and Surname of the installer this refers to the name of the individual who physically installed or supervised the insulation not the name of the individual entering the data into the claims page.
Ensuring that the Given Name and Surname of the installer is accurate is important as this is the person who is declaring and acknowledging that the work has been completed in accordance with the requirements of the Program Guidelines, that the information on the Work Order Form is correct and that the R-value if any, of existing insulation is 0.5 or less.
What are the R-values required in my area?
The Program Guidelines specify the relevant R-value by climate zones.
The Climate Zone maps will show you the climate zone for your area.
I am just setting up a new business and I don't have an ABN
You will need an Australian Business Number to participate in this program. If you don't have one you can visit the Australian Taxation Office at www.ato.gov.au for details on how to apply.
Can I advertise to attract my own business?
Yes, installers can recruit business from householders as they would do normally. The Government will not be allocating work to installers. Any advertising by an Installer that refers to the Program must also state that householder eligibility requirements apply. Installers may not use the Australian Coat of Arms or photos of or attributions to the Minister or any other politician. Promotional materials must not imply Australian Government endorsement.
Householders will continue to be able to choose their preferred installer under the program. However they will need to visit the website or contact the call centre to verify that you are registered on the Installer Provider Register.
Householders who use a supplier who is not registered are not eligible under the program.
Can I use the Australian Government crest in my own advertising?
No. The Commonwealth Coat of Arms must not be used as part of any advertising or promotion that you undertake.
A condition of registration is that you do not represent yourself as an agent of the Commonwealth, or as being endorsed in any way by the Commonwealth.
Do I have to provide the homeowner/landlord/tenant with a tax invoice if the Government is paying the bill?
Yes. The householder is responsible for contracting the work. The Australian Government is paying on behalf of eligible persons. The householder needs to retain all documentation relating to the installation for audit purposes.
How do I invoice a customer?
As a registered installer, you should provide the customer with a tax invoice that notes the amount of assistance the customer is eligible to receive and that will be paid to you directly from the Government on the customer’s behalf.
See examples of wording for use on tax invoices for issue to consumers who are having ceiling insulation installed under the Energy Efficient Homes Package.
Please note that the examples provided are for information purposes only and do not represent an indicative cost of materials or labour. Installers are not bound to use the same format for their tax invoices.
The customer will need to pay you directly any costs above the $1,200 assistance or the full amount if they are not eligible under the programs.
What standards do I have to meet for installations in ceilings with down lights?
Insulation installation must include the use of an appropriate cover over down lights and other relevant ceiling appliances, as approved and installed in accordance with relevant Australian Standards. Where it’s not possible or appropriate to install a cover (e.g. due to space limitations in flat ceilings) installers must still leave the minimum clearance distance required under the relevant Standards.
All insulation must be installed to Australian insulation installation standard AS3999-1992 "Thermal insulation of dwellings".
Installers should note that clause 4.2(e) of that Standard is replaced with clause 4.5.2.3 of AS/NZS 3000:2007 and figure 4.5 of AS 3999-1992 is replaced with figure 4.7 of AS/NZS 3000:2007 for the wiring rules for the minimum clearance distances from recessed luminaires, including down lights.
What are the requirements for fasteners?
Insulation must be installed without the use of metal staples or other metal fasteners to attach insulation products. Taping or fastening with nylon or plastic staples or any other non metallic means is permitted.
Solar hot water
What is the Solar Hot Water Rebate?
The Solar Hot Water Rebate provides eligible applicants with a rebate of $1,600 for installing a solar hot water system in an existing home. A $1,000 rebate is available for installing a heat pump hot water system in an existing home on or after 5 September 2009. The new hot water system must replace an electric storage hot water system which are the most greenhouse intensive of household hot water systems and generate the largest amount of greenhouse gas emissions.
The rebate encourages switching to alternative hot water technologies by addressing the up-front cost barriers to climate friendly systems, which also deliver low operating costs for the household.
The rebate is to help households replace existing electric storage hot water systems. Rebates are not available for replacing solar or gas hot water systems.
Am I eligible for more than one component of the package?
The Australian Government’s Energy Efficient Homes Package provides assistance to make homes more energy efficient by installing ceiling insulation or a solar or heat pump hot water system. The Solar Hot Water Rebate is one part of the package.
You can apply for either:
- Up to $1,200 for insulation under the Home Insulation Program/Homeowner Insulation Program or
- a $1,600 rebate for installing a solar hot water system or a $1,000 rebate for installing a heat pump, depending on your needs. You can only claim one rebate per address.
If you accessed assistance to install ceiling insulation under the Australian Government’s Low Emission Assistance Plan for Renters you may still be eligible for a Solar Hot Water Rebate.
More information on the Package is available from: www.environment.gov.au/energyefficiency
When can I apply for a rebate?
The $1,600 solar hot water system rebate or $1,000 heat pump hot water system rebate are offered for systems installed on or after 5 September 2009 until 30 June 2012 or until the date when program funds have been fully allocated, whichever occurs first, for eligible systems which replace electric storage hot water systems. Applicants must apply for the rebate within six months of their new solar or heat pump hot water system being installed. Systems installed or purchased (proof of purchase must be enclosed with your application) on or prior to 4 September 2009 may be eligible for $1,600 for solar or heat pump hot water systems.
What is the deadline for applications?
Applicants must apply for the rebate within six months (184 days) of installing an eligible system.
Who can apply for the rebate?
Applicants for the rebate must be the owner or tenant of the dwelling where the system was installed. The application process is simple and straightforward and is completed at the time the new hot water system is being installed. Suppliers and installers of solar or heat pump hot water systems cannot apply for the Australian Government’s Solar Hot Water Rebate on behalf of their customers.
Government agencies or occupants of public housing are not eligible for this rebate.
Can I apply for the rebate if I am renting?
Yes. The system for which a rebate is being claimed must be installed at a principal place of residence. An applicant can be the owner or the tenant of the dwelling.
A tenant should not install a system without approval from the owner of the dwelling. The sharing of any costs is a matter for the landlord and the tenant to negotiate.
Regardless of whether you are an owner or a tenant, all other eligibility requirements must be met.
If my system was installed before 3 February 2009, can I get the new rebate?
No. If your system was installed prior to 3 February 2009, you were only entitled to the rebate that was available at the time (ie means tested $1,000 rebate). Applications for the $1,000 rebate closed on 2 August 2009.
I installed my system before 3 February 2009, can I still apply for the $1,000 rebate?
No, applications for the previous $1,000 rebate closed on 2 August 2009.
I installed my system prior to 5 September 2009, can I apply for the Solar Hot Water Rebate on the new form?
Yes.
I purchased my new heat pump hot water system prior to 5 September 2009, but haven’t installed it yet. How much money am I entitled to?
If you purchased your new heat pump hot water system prior to 5 September 2009 and you have proof of purchase (payment of a deposit will be considered to be evidence of purchase), then you may be eligible to receive $1,600. You must include the proof of purchase with your application. You cannot apply for the rebate until the heat pump hot water system has been installed.
Are rebates available for new homes or those which are rebuilt?
In order to maximise environmental outcomes, solar or heat pump hot water systems installed on new houses are not eligible for the rebate. In comparison to existing housing stock, new homes are generally more energy efficient. Some state governments also regulate the energy efficiency of hot water systems installed in new homes. Furthermore, it is more expensive to install energy efficient hot water systems onto existing homes than onto new homes.
Houses that are rebuilt are classed as new houses and therefore are not eligible for the rebate.
An exception to this provision applies if you have built a new home, or rebuilt an uninhabitable home, on the same site as your home which was destroyed in the February 2009 Victorian bushfires, provided your newly rebuilt home also includes a 2000 litre water tank (compliant with Victorian 5-star building standards) connected to the dwelling for toilet flushing.
The Australian Government provides an incentive to all households to install climate friendly hot water systems in the form of renewable energy certificates (RECs). RECs are assigned by the Office of the Renewable Energy Regulator as part of the Renewable Energy Target scheme and reflect the deemed value of equivalent renewable energy generation over a ten year period. These certificates are tradable and commonly provide a discount of around $1,000 from the up front cost of the average solar or heat pump hot water system.
Can I still apply for other State or Territory rebates?
Yes. An application for the Australian Government’s Solar Hot Water Rebate will not be affected by any rebates that other governments may offer, except as outlined below. For details on other rebates, you will need to follow up with your relevant state or territory authority.
For newly rebuilt homes which are eligible for the rebate due to the February 2009 Victorian bushfire provision, your rebate will be capped to ensure that it, together with all other discounts (eg through renewable energy certificates) and other rebates, does not result in a benefit greater than the cost of the system.
Can I get the rebate for a system I install on my investment property?
Yes. The system for which a rebate is being claimed must be installed at a principal place of residence. This can be an investment property which must be the tenant’s principal place of residence. It cannot be a holiday home. An owner may apply for a rebate on more than one property. A separate application must be submitted for each property.
The sharing of any costs is a matter for the landlord and the tenant to negotiate.
Regardless of whether you are an owner or a tenant, all other eligibility requirements must be met.
Are rebates available for holiday homes?
Rebates are not available for holiday homes. To ensure the largest environmental benefit will be achieved, the rebate has been designed to replace electric storage hot water systems in principal places of residence.
Is the rebate means tested?
No.
How will the payment be made?
Payment is made by electronic funds transfer into the personal bank account of successful applicants. Applicants must be the owner or tenant of the dwelling where the solar or heat pump hot water system was installed. The applicant provides a BSB and personal bank account number and the funds are directly deposited. Bank details will only be used to make the payment. Storage and disposal of bank account and other personal details will be managed in accordance with the Privacy Act 1988.
What is my BSB and bank account number?
A BSB number is a unique six-digit code that identifies the bank/financial institution and branch where your bank account is held. It can generally be found on your bank statement.
Your bank account number can also be found on your bank statement. Bank account numbers are always nine digits or less. They are not the 16 digit number that appears on your credit/debit card.
It is important that you enter the correct BSB and account numbers, otherwise payment cannot be processed.
If you are still unsure, your bank or financial institution will be able provide you with your bank account and BSB number.
When will my payment be credited to my account?
For successful applicants payment will be credited directly to their personal Australian bank account within eight weeks of the Department of the Environment, Water, Heritage and the Arts receiving a completed and eligible application form.
What is a solar retrofit and why isn’t it eligible for the rebate?
Solar water heater retrofit kits are used to add solar panels to existing electric storage tanks. Conventional tanks are not designed to be connected to solar collectors so retrofit kits are not as effective as a water heater designed specifically for solar, however, significant savings can still be made.
The Solar Hot Water Rebate provides rebates for solar and heat pump hot water systems that replace an existing electric storage hot water system. In order to be eligible for the rebate the solar or heat pump system must be a new and complete hot water system that is eligible for at least 20 RECs.
RECs are assigned by the Office of the Renewable Energy Regulator as part of the Renewable Energy Target (RET) scheme and reflect the deemed value of equivalent renewable energy generation over a ten year period.
The RET scheme does not allow individual parts of hot water systems to be tested separately because the efficiency of the total system can vary greatly with the effects of different ancillary parts and their installed arrangement (as a result solar water heaters currently eligible for RECs are complete systems). For this reason, a ‘retrofit’ system that is based around a previously installed component is not eligible for RECs and therefore not eligible for the Solar Hot Water Rebate.
Why does a licensed installer need to sign my application form?
As part of the application process we require proof that you are replacing an existing electric storage hot water system and have installed a hot water system that is eligible for 20 RECs or more. The installer can certify this and can also provide the tank serial number which is not always easy for the applicant to obtain. The installer also needs to certify whether a solar or heat pump hot water system has been installed.
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