Installer advice No. 16
18 November 2009

Dear Insulation Installer

Welcome to the 16th advisory note from the Energy Efficient Homes Package team with guidance on key issues relevant to the Home Insulation Program.

1. Changes to Terms and Conditions of Registration for Installers under the Home Insulation Program

As notified in Installer Advisory note number 13 of 1 November 2009, there will be changes to the Terms and Conditions of registration from 1 December 2009.

A copy of the revised Terms and Conditions of registration is available here:

• Revised terms and conditions

The changes are at paragraphs (u) and (v).

Shortly, a formal letter will be sent to all registered installers providing details about the changes to the Terms and Conditions and notifying what steps installers need to take to maintain their registration status. 

The changes allow that, where an installer is involuntarily removed from the Installer Provider Register, the name of that installer and any business/trading names may be published on the Department of the Environment, Water, Heritage and the Arts’ website together with the reasons for the deregistration.

Installers who are currently registered will need to indicate whether they agree to the revised Terms and Conditions of registration. This decision will need to be lodged between 5 and 15 December 2009 (inclusive).  Installers will need to log onto the claims page on the internet and indicate whether or not they accept the revised Terms and Conditions of registration

If an installer indicates that they do not accept the revised Terms and Conditions, all eligible claims up to that day will be paid and they will be deregistered from the following day.

If an installer fails to log on and accept the revised Terms and Conditions by 15 December 2009, they will be removed from the Installer Provider Register from 16 December 2009.  All eligible claims up to and including 15 December 2009 will be paid and no further claims will be paid from that date.

Installers who are removed from the Installer Provider Register because they do not agree to the revised Terms and Conditions, or who fail to accept them, will not have their details published as a deregistered installer.

It is important that registered installers realise that they are responsible for ensuring that any and all employees and/or contractors and/or sub-contractors also act in accordance with the Terms and Conditions of registration.

2. Password changes

You may have recently been asked to change your password when accessing the online Home Insulation Claiming System. This was to comply with security requirements. Passwords need to be changed every 90 days. Security features will be enhanced later this year including a limit on the number of password attempts accepted by the system before a reset is required. We will provide further information on these changes prior to their release.

3. New confirmation page when lodging claims

A confirmation page has also been added to allow you to check the claim prior to submitting for payment. The process is now as follows:-

• Enter the details of the claim and select <SUBMIT>
• Check the summary of information returned. Verify all details and go to the bottom of the screen
• Agree to the declaration. Select the box.
• Select <CONFIRM>
• If the claim has been successful the system will return a green tick with the comment “Your claim has been submitted successfully”
• If you have not received the above message then you may need to resubmit the claim manually after contacting us on 1800 029 686. (Refer below).

4. Claim Issues

In a small number of cases, installers have not been able to submit claims online, resulting in our intervention for the claim to be processed.  These claims can take up to four weeks to manually process. Recently, there has been an increase in the number of claims not being submitted online.  Each case requires a number of checks to be completed prior to payment being approved. We have noted that in many cases, the claim could have been submitted online instead of being submitted by fax etc.  The increased volume of manual claims results in delays to you, the installer being paid. If you are having problems entering a claim please contact us on 1800 029 686.  Please do not fax your claims through without first speaking to us.

5. Low Emission Assistance Plan for Renters (LEAPR) Adjustment

During the period 1 September to 2 October 2009 a number of installers may have been underpaid for installations in rental properties. Where this has occurred installers are being sent an email in relation to adjusted payments for those claims.

For assistance with installer registration, lodging a claim for payment online, or to order additional installer kits or Work Order Books, call 1800 029 686 or email to admin@insulationinstallers.gov.au.

For general information about the Home Insulation Program, call 1800 808 571 or visit Information for Insulation Installers.