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Information for insulation installers

Frequently asked questions

What changes to this program came into effect on 2 November 2009?

On 1 November 2009 a revised version of the Program Guidelines for the Home Insulation Program was released.

The main changes are:

• Insulation assistance up to a maximum of $1,200 regardless of whether the householder owns or rents the dwelling.
• From 1 December 2009 Householders will be required to obtain two (2) genuinely independent quotes.
• Program funds have been capped at $2.45 billion.
• From 1 December 2009, the Installer Provider Register will list Installers who have been de‑registered and the reasons for their removal from the Installer Provider Register.
• Installers who do not wish to participate in these arrangements will be given the opportunity to formally respond notifying they do not wish to accept the new Terms and Conditions and will be voluntarily de‑registered. These Installers will not be included in the list of de-registered Installers.
• Insulation installations 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 (eg due to space limitations in flat ceilings) installers must still leave the minimum clearance distance required under the relevant Standards.
• 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; and
• from 1 December 2009, insulation must not be installed before a Risk Assessment has been completed by the Installer on the approved template. The completed Risk Assessment must be provided if requested for audit purposes.

Transitional Arrangements

Where Householders accepted a quote prior to 2 November 2009 for Ceiling Insulation from an Installer on the Installer Provider Register, the installation must occur on or before 16 November 2009 to receive assistance up to $1,600. Claims for work quoted before 2 November 2009 and completed on or before 16 November 2009 must be lodged before 1 December 2009 to qualify for up to $1,600 in assistance under the Program. All other claims may be eligible for up to $1,200 in assistance under the Program.

The Home Insulation Program will run until 31 December 2011 or until funds have been fully allocated.

What is the Pricing Table?

The Pricing Table provides information for households, to help them evaluate quotations and assist them in making an informed decision on what insulation products and installation options are best for their individual circumstances.

Do the prices in the table include GST?

Yes, prices in the table are inclusive of GST.

What can Installers charge?

The pricing table does not set a fixed price which installer’s can charge. Installers are still able to set their own price and can quote householders with an amount that reflects the cost of installing the insulation.

However, when Installers quote above the Upper price per metre they must provide additional information on the quote outlining why the work was more expensive than usual.

The Government acknowledges that costs can be higher for remote installations or for more complex installations.

Factors that could make a particular job more expensive per metre include:

• difficult roof access;
• non-standard roof and ceiling types;
• a requirement to insulate the home with higher R-value material to meet the minimum R-Value required under the program for the climate zone; and
• if the dwelling is located in a remote location

(Note: the dwelling is considered to be remote if it is located in an area of Australia that is classified as “remote” or “very remote” under the Australian Bureau of Statistics remoteness classification, more information available below).

Installers that charge above the upper price per metre without reasonable grounds to do so may be removed from the Installer Provider Register.

The figures in the pricing table may be updated from time to time and revisions will be published on the program website. Installers should check the program website regularly for updates.

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:

• Publications and resources for installers

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.

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.

• Log in to the claims system

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.

• Energy Efficient Homes Package Call Centre: 1800 808 571