Section 5: Requirements for hot water rebates

Mandatory: Hot water retailers must have no prosecutions under the Occupational Health and Safety Act 2004 and/or the Occupational Health and Safety Regulations 2017 (or equivalent legislation / regulations in other Australian jurisdictions) resulting in a plea of guilty or a finding of guilt in the past three years.

Why:

• Compliance with relevant occupational health and safety acts and regulations protect the health, safety and welfare of employees and other people at work.
• Confirming compliance with relevant occupational health and safety acts and regulations aims to ensure that the health and safety of employees and the public are not put at risk by work activities.

Mandatory: Hot water retailers must confirm all their workers engaged to install solar hot water systems have attained:

• CPCCWHS1001 Prepare to work safely in the construction industry accredited unit of competency (White Card / construction induction card).
• VU23631 Work safely on roofs with renewable energy systems training unit certification if the worker is required to carry out rooftop activities (previously obtained VU22744 Work Safely in the Solar industry accredited unit of competency is still valid).

Why:

• System retailers have a responsibility to ensure workers are appropriately trained to perform high-risk work.
• Retailers must perform due diligence to ensure all workers meet the regulated and contractual requirements of participating in the Solar Homes Program.

Mandatory: Hot water retailers must confirm that all their workers engaged to install systems have successfully completed training and/or mentoring as required by Solar Victoria from time to time.

Why:

• Training and mentoring mandated by Solar Victoria is/will be industry validated and customised for the solar industry in consultation with subject matter experts.
• Training and mentoring mandated by Solar Victoria will be available to complete prior to the mandatory completion date set by Solar Victoria.
• Solar Victoria will provide reasonable notice of mandatory training and/or mentoring on its website at Training and workforce development.

Mandatory: Hot water retailers, or parties acting on behalf of the retailer, must not conduct sales of eligible systems as part of the Solar Homes Program using door-to-door or telemarketing sales techniques.

The ban:

• prohibits ‘cold-call’ telemarketing and door-to-door sales techniques to all types of consumers
• prohibits telemarketing and door-to-door sales to prospective or previous customers from being outsourced to contractors or marketing companies
• only permits marketing or sales calls at the request of the consumer or with their express permission, and only within three months or a timeline specified when the consumer opts into calls, and only in accordance with the New Energy Tech Consumer Code
• permits calls to notify a previous customer of a product default or recall that affects them.

Why:

• This protects consumers, particularly vulnerable cohorts, from persistent, unsolicited or nuisance calls and pressure sales tactics.
• This prevents contacting consumers who are listed on the ‘Do Not Call Register’.
• This aligns with the new Victorian Energy Upgrades program marketing ban administered by the Essential Services Commission.
• This prevents reputational harm to the Solar Homes program by being associated with nuisance telemarketing and door-to-door marketing techniques.

Note: the telemarketing prohibition came into effect under the Solar Homes Program on 1 May 2024 and door-to-door sales prohibition commenced on 1 September 2021 via the Retailer Terms and Conditions (see Instruction issued 30 April 2024).

Mandatory: Hot water retailers must maintain a record of all eligible hot water systems installed under the Solar Homes Program. The record shall include the make, model, serial number/s, the time, date, and address of installation, for each system.

The records must be made available to Solar Victoria upon request.

Why:

• To proactively assist original equipment manufacturers (OEMs), regulators, and government bodies in the event of a product safety recall or other related product issue.
• To enable tracking of where products are located for the purpose of end-of-life management.

Mandatory: Hot water retailers must comply with the Victorian Government's ban on electronic waste to landfill.

Why:

• Compliance with the Victorian Government's ban on electronic waste to landfill.
• The Victorian Government has banned e-waste from landfill in Victoria, effective 1 July 2019. E-waste is growing three times faster than general municipal waste in Australia, and it contains both valuable and hazardous materials that can be recovered when they reach the end of their working life.
• The Waste Management Policy (e-waste) was approved by the Executive Council on 26 June 2018 and gazetted on 28 June 2018. The Victorian Government Gazette e-waste order can be found on pages 1457 to 1463.
• E-waste describes any device which requires an electromagnetic current (including anything with a plug, cord or battery) to operate and includes all solar products at the end of their useful life i.e. panels, inverters and energy storage equipment.
• For more information, see Managing e-waste.

Mandatory: Hot water retailers must provide a minimum five year whole-of-system warranty for all eligible systems under the Solar Homes Program (including quality of work).

The warranty commencement date is to be the date the system is handed over to the customer.

Retailers are responsible for ensuring that products are procured and installed so that product warranties are not voided.

The customer must not be required to pay upfront nor incur any expenses associated with a successful warranty claim, including:

• parts or materials
• labour
• inspections or tests to investigate, support or prove the claim
• freight, transport, insurances or customs clearances
• removal, installation or re-installation
• disposal

Retailers must also provide the customer with documentation confirming the terms and conditions of the whole-of-system and product warranties, and who to contact in the event of a system or product failure.

The system must be serviced as per the product manufacturer’s requirements to maintain the warranty.

This warranty is in addition to any customer guarantees that apply automatically under the Australian Consumer Law.

Why:

• Solar Victoria is aiming to improve program controls to protect consumers and meet compliance requirements.
• This supports the terms and conditions for retailers to participate in Solar Victoria programs.
• For more information on consumer guarantees and warranties, see the Consumer Affairs Victoria website.

Recommended: The main business location of the hot water retailer should be listed as “Victoria” according to the Australian Government’s Australian Business Register.

Why:

• A key element of the Solar Homes Program concerns driving job creation with strong local content and industry development to build local supply chains. Prioritising businesses with a main business location of Victoria contributes to achieving this.

Recommended: Hot water retailers should confirm all their workers engaged to install solar have attained 22657VIC Working Safely on Rooftop Renewable Energy Systems (previously obtained 22515VIC Course in Working Safely in the Solar Industry is still valid).

See Work safely in the solar industry.

Why:

• Retailers have a responsibility to ensure workers are appropriately trained to perform high-risk work.
• Working Safely on Rooftop Renewable Energy Systems is an accredited training program and provides vocational outcomes for persons wishing to gain the skills and knowledge required for the safe installation of solar PV systems.
• Training content includes VU23631 Work safely on roofs with renewable energy systems (a training unit developed and customised for the solar industry), White Card/construction induction training, first aid and working at heights.

Recommended: Hot water retailers should confirm all their workers engaged to install hot water systems have attained, CPCCCM2012 (or RIIWHS204) Work Safely at Heights accredited unit of competency.

See Work safely in the solar industry.

Why:

• Retailers are responsible for ensuring workers are appropriately trained to perform high-risk work.
• This training sets out the requirements to work safely on construction sites where the work activity involves working above 1.5 metres from ground level and where fall protection measures are required.
• Completion of Work Safely at Heights training is a work health and safety risk control measure.

Recommended: Hot water retailers should complete training pertaining to whole-of-system design and/or systems thinking.

Why:

• Systems and products are becoming more complex and integrated, and so retailers and installers are required to undertake more upfront design work.
• This supports holistic thinking and futureproofing when designing and installing energy solutions as customers continue to electrify their homes.

Recommended: Hot water retailers should ensure hot water systems are offered, designed and installed as fit-for-purpose in light of a customer’s circumstances, needs and expectations and having regard to matters such as:

• hot water consumption profile
• maximising self-consumption of solar generation
• future-proofing potential changes to occupancy and household needs over time.

Why:

• Undersized units are generally less expensive upfront but need to run for longer periods to recharge the tank with hot water and may not be able to deliver hot water at the desired temperature when it is required.
• Oversized units are generally more expensive upfront, less energy efficient, and switch on and off too often (‘short cycling’) which may result in excessive wear and tear.
• Where a customer is seeking to maximise self-consumption of solar generation, the unit will need to be sized for winter conditions (daylight hours, minimum air temperatures, etc.) in Victoria.
• Hot water consumption profiles can differ significantly from customer-to-customer, for example differences in delivered volume and temperature throughout the day, and seasonal requirements.

Recommended: Hot water storage tanks should be sized in line with the following size guide:

Recommended tank size for hot water heaters:

Why:

• It is recommended that a hot water system should store at least 75 litres of hot water for each person living at a property. This includes some extra capacity to account for changes in consumption.
• A system that is too small for a household may mean regularly running out of hot water.
• A system that is too large for a household will cost more to buy and run.
• Recommended tank sizing from consultation provided by Renew during the creation of the Hot Water Buyers Guide.

Recommended: For hot water heat pumps, the minimum operating temperature specified on the product datasheet should be lower than the minimum recorded temperature as specified by the Bureau of Meteorology (BOM).

See BOM Climate data online.

Why:

• To ensure the hot water heat pump will not be installed outside of its operating range to prevent failures.
• To reduce the probability of hot water heat pumps being perceived as unreliable.
• The Bureau of Meteorology data is to be used because it is public data and is used by the Clean Energy Regulator (CER).

Recommended: If a hot water retailer makes a claim that a customer is likely to achieve a favourable return on investment, the retailer should provide the customer with a written financial performance estimate.

As a minimum, the estimate should be prepared on a defensible basis, use and document reasonable assumptions, and itemise the following:

• total installed cost of the eligible system prior to any incentives being applied
• each incentive being applied
• any further discounts being applied
• forecast energy savings
• anticipated servicing and maintenance costs.

Implementation of this recommendation can be achieved by providing a financial performance estimate which conforms to the financial disclosure requirements set out in the NETCC or Solar Victoria’s guidance sheet (or equivalent).

Why:

• Customers may purchase solar hot water systems and hot water heat pumps to reduce their energy bills.
• Greater transparency of the financial benefits and costs of installing hot water systems empowers customers to make informed decisions.
• Providing financial performance estimates supports industry-led work to develop and implement minimum energy performance standards, a key priority and recommendation of the Roadmap for Heat Pump Hot Water Systems in Australia, released in July 2024.
• For financial performance estimate guidance, see NETCC and Solar Victoria’s guidance sheet.

Recommended: Hot water retailers should offer end-of-life management programs, during replacement or disposal, with service provider/s certified to AS/NZS 5377.

Why:

• The Solar Homes Program aims to support Victoria’s emerging circular economy by encouraging best practice approaches and outcomes for hot water products and materials at the end of their lifecycle.
• AS/NZS 5377 establishes Australia’s best practice benchmark for the collection, storage, transport and treatment of end-of-life electrical and electronic equipment.

Recommended: Hot water retailers should advise customers of the Victorian Energy Compare website and how to utilise the solar saver tool prior to installing a hot water system.

Why:

• The Victorian Energy Compare website is a Victorian Government initiative that includes a solar savings calculator using NMI (National Metering Identifier) specific data.
• The solar calculator can be used by homeowners to compare the proposed solar PV system to their actual usage and tariff structure.
• Solar Victoria refers customers to the Victorian Energy Compare website to calculate how much money they could save on energy bills by installing solar panels. This includes via our:
  • Householder e-newsletter
  • Solar Hub(opens in a new window) including Buyers Guides
  • consumer education and customer service activities, including events.
• Victorian Energy Compare and the solar calculator can be accessed at compare.energy.vic.gov.au.

Mandatory: Hot water installers must hold the appropriate plumbing accreditation issued by the Victorian Building Authority (VBA).

Why:

• The VBA regulates plumbers, plumbing work and plumbing standards.
• In accordance with the Building Act 1993 and the Plumbing Regulations 2018, installation of a solar hot water / heat pump hot water system must be done by a plumber with the relevant accreditation issued by the VBA.
• To lawfully carry out plumbing work in the Solar Homes Program, hot water installers must be one of the following:
  • licensed in the class with the VBA
  • registered in the class (or hold provisional registration in the class) with the VBA
  • be in training under the supervision of a licensed plumber.
• For plumbing work involving installing a split system heat pump water heater, the plumber must be registered or licensed in water supply work and refrigerated air-conditioning work.

Mandatory: Hot water installers must hold a current Refrigerant Handling Licence issued by the Australian Refrigeration Council (ARC) if installing or decommissioning a split hot water heat pump with synthetic refrigerant circulating through the pipework.

Why:

• Under the Commonwealth Ozone Protection and Synthetic Greenhouse Gas Management Regulations 1995 (the Regulations) a person installing or decommissioning a split hot water heat pump with synthetic refrigerant circulating through the pipework requires a Refrigerant Handling Licence issued by ARC.
• This requirement does not apply to heat pumps that circulate water between the two units.

Mandatory: Hot water installers must have no prosecutions under the Occupational Health and Safety Act 2004 and/or the Occupational Health and Safety Regulations 2017 (or equivalent legislation / regulations in other Australian jurisdictions) resulting in a plea of guilty or a finding of guilt in the past three years.

Why:

• Compliance with relevant occupational health and safety acts and regulations protects the health, safety and welfare of employees and other people at work.
• Confirming compliance with relevant occupational health and safety acts and regulations aims to ensure that the health and safety of employees and the public are not put at risk by work activities.

Mandatory: Hot water installers must have attained the CPCCWHS1001 Prepare to work safely in the construction industry accredited unit of competency (White Card/construction induction card).

See Work safely in the solar industry.

Why:

• White Card training sets out requirements for performing safe work practices, identifying risks and satisfying work requirements.
• Occupational Health and Safety Regulations 2017 state that construction induction training must be undertaken by workers engaged in construction and the installation of electricity services.
• Completion of White Card training is a work health and safety risk control measure.

Mandatory: Hot water installers must have attained the VU23631 Work safely on roofs with renewable energy systems accredited unit of competency if they carry out rooftop activities as part of the installation (previously obtained VU22744 Work Safely in the Solar industry accredited unit of competency is still valid).

See Work safely in the solar industry.

Why:

• Work safely on roofs with renewable energy systems is a tailored safety training unit which includes customised working at heights, lockout and energisation requirements, identification and reporting on asbestos, etc.
• A sector advisory group identified a skills gap in the solar industry and developed this training unit. The advisory group was led by the Office of the Victorian Skills Commissioner and included representatives from WorkSafe Victoria, Solar Victoria, the Electrical Trades Union, the CEC, the Plumbing Pipes Trades and Employee Union, Master Plumbers, the National Electrical and Communications Association and multiple solar retailers.
• Completion of Work safely on roofs with renewable energy systems is a work health and safety control measure.

Mandatory: Hot water installers must ensure they and all their on-site workers engaged to install systems have successfully completed training and/or mentoring as required by Solar Victoria from time to time.

Why:

• Training and mentoring mandated by Solar Victoria is/will be industry validated and customised for the solar industry in consultation with subject matter experts.
• Training and mentoring mandated by Solar Victoria will be available to complete prior to the mandatory completion date set by Solar Victoria.
• Solar Victoria will provide reasonable notice of mandatory training and / or mentoring on its website at Training and workforce development.

Effective from 1 September 2025

Mandatory: Hot water installers must complete appropriate training regarding the design and installation of heat pump hot water systems.

Compliance with this requirement can be achieved by demonstrating any of the following:

• completion of the Upskilling Plumbers Program delivered by Plumbing Industry Climate Action Centre (PICAC)
• completion of training delivered by a manufacturer for a heat pump product on the Solar Victoria hot water product list which covers design and installation
• completion of training otherwise approved by Solar Victoria from time to time
• is an existing installer in the Solar Homes Program who continues to actively participate in the program.

Why:

• This will ensure registered and licensed plumbers have obtained minimum competencies understanding energy efficiency requirements, and design and install energy efficient hot water system heat pumps.
• This allows plumbers to undertake training and upskill via different methods.

Mandatory: Installation of a solar water heater or heat pump water heater must be in accordance with:

• the Plumbing Regulations 2018;
• the National Construction Code Volume 3 (Plumbing Code of Australia);
• AS/NZS 5149 (heat pumps);
• other relevant standards; and
• the manufacturer’s specifications.

Why:

• The latest version of the National Construction Code Volume 3 (Plumbing Code of Australia) applies.
• AS/NZS 5149 includes requirements for installing heat pumps with flammable/toxic refrigerants in occupied/confined spaces and installers are advised to exercise caution with the location of heat pump systems.

Mandatory: A compliance certificate must be issued by a licensed plumber to the customer who engaged the plumber for plumbing work with a total value of $750 or more, before discounts and incentives.

The requirement also applies to all gas installations affecting gas pipes.

Why:

• A compliance certificate is issued by a licensed plumber to certify the work they carry out complies with the relevant plumbing standards, codes and regulations.
• Only a licenced plumber may issue a compliance certificate – unlicensed registered plumbers cannot issue a compliance certificate.
• A licensed plumber is required to lodge a compliance certificate with the Victorian Building Authority (VBA) within 5 days of completing the work to remove a hot water system and install a hot water system.
• The licensed plumber must also issue the customer with a signed compliance certificate within 5 days of the work being completed. It is an important record that helps protect against faulty workmanship.

Mandatory: Where electrical work has occurred, a Certificate of Electrical Safety (COES) is issued.

Why:

• An appropriate COES in accordance with Energy Safe Victoria requirements shall be supplied. The issuing of COES:
  • improves electrical safety for the general public, electricity customers and electrical workers; and
  • ensures all electrical installation work is undertaken only by qualified persons.
• See Certificates of Electrical Safety.

Recommended: Hot water installers should attain 22657VIC Working Safely on Rooftop Renewable Energy Systems accredited course (previously obtained 22515VIC Course in Working Safely in the Solar Industry is still valid).

See Work safely in the solar industry.

Why:

• Working Safely on Rooftop Renewable Energy Systems is an accredited training program and provides vocational outcomes for persons wishing to gain the skills and knowledge required for the safe installation of solar PV systems.
• Training content includes VU23631 Work safely on roofs with renewable energy systems (a training unit developed and customised for the solar industry), White Card/construction induction training, first aid and working at heights.

Recommended: Hot water installers should attain CPCCCM2012 (or RIIWHS204) Working Safely at Heights accredited training unit.

See Work safely in the solar industry.

Why:

• This training sets out the requirements to work safely on construction sites where the work activity involves working above 1.5 metres from ground level and where fall protection measures are required.
• Completion of Work Safely at Heights training is a work health and safety risk control measure.

Recommended: Hot water installers should complete training pertaining to whole-of-system design and/or systems thinking.

Why:

• Systems and products are becoming more complex and integrated, and so retailers and installers are required to undertake more upfront design work.
• This supports holistic thinking and futureproofing when designing and installing energy solutions as customers continue to electrify their homes.

Recommended: Hot water installers should complete any training offered by the manufacturer on the specific hot water solution that is being installed.

Why:

• Installation requirements are specific to individual manufacturers, and warranties may require the installer to be accredited by the manufacturer in addition to receiving basic hot water installation training.
• Specific training increases the competence of installers across the sector and provides greater assurance for the safety of installations.

Recommended: Hot water installers should attain the ARC Green Scheme Accreditation if installing a split hot water heat pump with natural refrigerant circulating through the pipework.

Why:

• The ARC Green Scheme Accreditation supports best practice for natural refrigerant handling when working with split system hot water heat pumps.
• Provides installers with better understanding and education to protect themselves and the household from flammable or toxic refrigerants.

Recommended: Hot water installers should offer end-of-life management programs, during replacement or disposal, with service provider/s certified to AS/NZS 5377.

Why:

• The Solar Homes Program aims to support Victoria’s emerging circular economy by encouraging best practice approaches and outcomes for hot water products and materials at the end of their lifecycle.
• AS/NZS 5377 establishes Australia’s best practice benchmark for the collection, storage, transport and treatment of end-of-life electrical and electronic equipment.

Recommended: Hot water installers should advise customers of the Victorian Energy Compare website and how to utilise the solar saver tool prior to installing a hot water system.

Why:

• The Victorian Energy Compare website is a Victorian Government initiative that includes a solar savings calculator using NMI (National Metering Identifier) specific data.
• The solar calculator can be used by homeowners to compare the proposed solar PV system to their actual usage and tariff structure.
• Solar Victoria refers customers to the Victorian Energy Compare website to calculate how much money they could save on energy bills by installing solar panels. This includes via our:
  • Householder e-newsletter
  • Solar Hub including Buyers Guides
  • consumer education and customer service activities, including events.
• Victorian Energy Compare and the solar calculator can be accessed at compare.energy.vic.gov.au.

Recommended: The electrical installation of a hot water heat pump should meet the following requirements:

• has a dedicated circuit for the connection of the hot water unit
• the circuit is protected by an appropriately rated overcurrent protection device and is Residual Current Device (RCD) protected.

Why:

• Ensures best practice in terms of operational safety for plug-in and fixed wired hot water heat pumps.
• A dedicated circuit prevents nuisance tripping from occurring.

Mandatory: On-site hot water workers must have attained the CPCCWHS1001 Prepare to work safely in the construction industry accredited unit of competency (White Card/construction induction card).

See Work safely in the solar industry.

Why:

• White Card training sets out requirements for performing safe work practices, identifying risks and satisfying work requirements.
• Occupational Health and Safety Regulations 2017 state that construction induction training must be undertaken by workers engaged in construction and the installation of electricity services.
• Completion of White Card training is a work health and safety risk control measure.

Mandatory: On-site hot water workers must have attained the VU23631 Work safely on roofs with renewable energy systems accredited unit of competencyif they carry out rooftop activities as part of the installation (previously obtained VU22744 Work Safely in the Solar industry accredited unit of competency is still valid).

See Work safely in the solar industry.

Why:

• Work safely on roofs with renewable energy systems is a tailored safety training unit which includes customised working at heights, lockout and energisation requirements, identification and reporting on asbestos, etc.
• A sector advisory group identified a skills gap in the solar industry and developed this training unit. The advisory group was led by the Office of the Victorian Skills Commissioner and included representatives from WorkSafe Victoria, Solar Victoria, the Electrical Trades Union, the CEC, the Plumbing Pipes Trades and Employee Union, Master Plumbers, the National Electrical and Communications Association and multiple solar retailers.
• Completion of Work safely on roofs with renewable energy systems is a work health and safety control measure.

Mandatory: On-site hot water workers engaged to install systems must have successfully completed training and/or mentoring as required by Solar Victoria from time to time.

Why:

• Training and mentoring mandated by Solar Victoria is/will be industry validated and customised for the solar industry in consultation with subject matter experts.
• Training and mentoring mandated by Solar Victoria will be available to complete prior to the mandatory completion date set by Solar Victoria.
• Solar Victoria will provide reasonable notice of mandatory training and/or mentoring on its website at Training and workforce development.

Recommended: Has attained 22657VIC Working Safely on Rooftop Renewable Energy Systems accredited course (previously obtained 22515VIC Course in Working Safely in the Solar Industry is still valid).

See Work safely in the solar industry.

Why:

• Working Safely on Rooftop Renewable Energy Systems is an accredited training program and provides vocational outcomes for persons wishing to gain the skills and knowledge required for the safe installation of solar PV systems.
• Training content includes VU23631 Work safely on roofs with renewable energy systems (a training unit developed and customised for the solar industry), White Card/construction induction training, first aid and working at heights.

Recommended: On-site hot water workers should attain CPCCCM2012 (or RIIWHS204) Working Safely at Heights accredited training unit.

See Work safely in the solar industry.

Why:

• This training sets out the requirements to work safely on construction sites where the work activity involves working above 1.5 metres from ground level and where fall protection measures are required.
• Completion of Work Safely at Heights training is a work health and safety risk control measure.

Mandatory: Hot water units must be listed on the Solar Victoria hot water product list.

Why:

• This listing confirms solar hot water systems meet additional requirements, above minimum industry standards, to be eligible to participate in the Solar Homes Program.

Mandatory: Hot water units must be listed on the CER's register of solar hot water heaters.

Why:

• Registration with the CER confirms that such systems comply with AS/NZS 2712 and may be subject to a product certification audit and compliance regime.
• Listing is a requirement to participate in the Federal Government’s Small-scale Renewable Energy Scheme (SRES).

Mandatory: Hot water units must be listed on the Essential Services Commission's register of products.

Why:

• Registration with the Essential Services Commission confirms that such systems comply with AS/NZS 2712 and includes efficiency modelling in addition to the CER’s efficiency modelling.
• Listing is a requirement to participate in the Victorian Government’s Victorian Energy Upgrades (VEU) program.

Mandatory: Hot water heat pumps must contain refrigerants with a Global Warming Potential (GWP) less than 700 as defined in the Intergovernmental Panel on Climate Change (IPCC) version 4.

Why:

• High GWP refrigerants contribute towards climate change if released into the atmosphere at end-of-life or from leakage.
• Removal of high GWP refrigerants will contribute towards national commitments under the 2016 Kigali Amendment as well as state and national emission reduction targets.
• Restriction of products with less than 700 GWP is consistent with the Essential Services Commission product requirement for heat pump hot water systems to participate in the Victorian Energy Upgrades program.
• The GWP is defined in the Intergovernmental Panel on Climate Change (IPCC) fourth assessment report 2007 (version 4).

Mandatory: Hot water heat pumps, as a minimum requirement, must have:

• an end-user (customer or occupant) configurable integrated timer that is accessible via an external control panel or interface and allows the hot water heat pump to run between a specified time window; or,
• be connected to a solar PV system and runs the hot water heat pump during periods of solar generation.

The unit shall be capable of running outside of this time window for adequate hot water delivery, to support defrost cycles and to inhibit the growth of Legionella bacteria as per AS 3498.

These features shall be provided as part of the standard product.

Compliance with this requirement can be achieved by providing a control panel mounted on the unit or remotely, or via a wireless controller or software solution.

Why:

• This allows an end-user to optimise the heating schedule to suit their needs and circumstances, for example to seasonally adjust to maximise self-consumption of solar generation or effectively manage their tariff.
• As heat pumps operate most efficiently in warmer temperatures, timers can improve the unit's efficiency.
• Timers can reduce the probability of failures for heat pumps running in colder climates.
• Timers can reduce the likelihood of noise complaints at night while people are sleeping.
• This removes risk to human safety or damage to components from an end-user attempting to access a timer contained within the internal working of the system.

Effective from 1 September 2025 As a transitional provision until then, the 2024-25 Notice to Market product warranty requirement remains in place.

Mandatory: Hot water manufacturers must provide a minimum five year product warranty for all eligible hot water units under the Solar Homes program.

The warranty commencement date is to be the date the system is handed over to the customer.

The warranty must cover all components supplied by the manufacturer, including:

• For solar hot water units:
  • Storage tank, solar collector (any component in the solar collector including, but not limited to, manifold collectors, evacuated tubes, flat plate collectors, collector frames), heat exchanger, controller, thermostat, and valves.
• For hot water heat pumps:
  • Storage tank, compressor, evaporator, condenser, expansion valve, any other component that has refrigerant, water heat exchanger, controller, thermostat, and valves.

The customer must not be required to pay upfront nor incur any expenses associated with a successful warranty claim, including:

• parts or materials
• labour
• inspections or tests to investigate, support or prove the claim
• freight, transport, insurances or customs clearances
• removal, installation or re-installation
• disposal.

The product must be serviced as per the manufacturer’s requirements to maintain the warranty.

This warranty is in addition to any customer guarantees that apply automatically under the Australian Consumer Law.

Why:

• Solar Victoria is aiming to improve program controls to protect consumers and meet compliance requirements.
• This allows retailers and manufacturers to jointly determine the most appropriate commercial arrangements to provide the required warranty coverage to the customer.
• This supports the terms and conditions for retailers to participate in Solar Victoria programs.
• For more information on consumer guarantees and warranties, see the Consumer Affairs Victoria website.

Recommended: Hot water heat pumps should be installed with smart controllers that support remote monitoring and control and enable end users to view hot water data via a software solution.

As a minimum, the hot water data should include delivered hot water volume, delivered hot water temperature, estimated hot water volume remaining (‘usable hot water’), electricity consumption, operating mode, periods whenever the electric booster operates (if fitted), and error codes.

Why:

• Smart controllers support the use of mobile apps to allow end users to conveniently monitor, schedule and control the unit as well as view hot water data so that they can optimise system operation, for example to reduce their bills.
• Increased data access will assist with early diagnosis of emerging performance issues with the unit.
• Smart controllers also support the integration of hot water systems with other DER, for example to optimise self-consumption of solar generation, connect to a home energy management system (HEMS), and access the internet to utilise cloud-based solutions.
• Smart controllers are a first step towards greater facilitation of DER in the network, for example the possibility to participate in future energy markets and/or flexible connection arrangements.

Recommended: The installed hot water system should include an open communication protocol.

Why:

• Open communication protocols facilitate interoperability among smart home devices, mobile apps and cloud services by avoiding the use of proprietary signals. Examples of established and emerging open protocols include BACNet, Modbus, CSIP-AUS and Matter.
• Open communication protocols support third party (e.g. aggregator, platform provider, distribution network service provider, distribution service operator, etc) visibility, communication and orchestration.
• Systems with open communication protocols may participate in future energy markets and / or flexible connection arrangements.

Recommended: Hot water manufacturers should ensure the hot water unit can deliver the remaining hot water in the tank during a power outage provided there is no interruption to mains water supply.

Why:

• During a power outage it will ensure households have access to hot water for a period for bathing and cleaning purposes.
• As households electrify, it is necessary that key appliances, such as hot water systems, can provide benefits to consumers during power outages or interruptions.