FAQs

General

Am I eligible?

The energy efficiency upgrade offers are only available to ACT residents, where the residential premise is not undergoing development or refurbishment under and existing development approval under the ACT Planning and Development Act 2007.

Who is an approved retailer for heating appliances?

ActewAGL Energy Shop
100 Gladstone Street Fyshwick ACT 2609
Phone: 6280 0994
Mon-Fri: 8.30am to 5.00pm Sat: 9.00am to 12.00pm

Climate Master
116 Wollongong Street Fyshwick
Phone: 6228 1126
Mon-Fri: 8.30am to 4.45pm

Who is an approved retailer for hot water?

ActewAGL Energy Shop
100 Gladstone Street Fyshwick ACT 2609
Phone: 6280 0994
Mon-Fri: 8.30am to 5.00pm Sat: 9.00am to 12.00pm

Solar Hub
3/6 Pelle Street Mitchell ACT 2911
Phone: 6140 4678
Mon-Fri: 9.0am to 5.00pm

Are your installers experienced?

All appliance installers meet the licencing requirements for our EEIS programs or completed the required training. The licence classes and/or training requirements are:

  • Electrician: Unrestricted Electrician licence
  • Gasfitter: General Gasfitter or Advanced Gasfitter licence
  • Refrigerant:  Refrigerant Handling licence
  • Ductwork: Installers have successfully completed ‘Install and Test Ducting Systems’ training provided by a Register Training Organisation (RTO).

How do I lodge my claim?

You do not need to lodge a claim as the discount is applied at the time of sale.

What documents do I need to receive a concession rebate?

You will need to present your eligible concession card including evidence that you reside at the installation address.

For households that are not the holder of an eligible concession card, but where the household is experiencing financial hardship, a referral by a specified community organisation or if you are accessing an energy retailer’s hardship program will be eligible for a concession rebate under the Offer.

Can I claim any other discounts or rebates?

Yes you can. If there is another offer in the market that you are eligible for you may be able to make an additional claim – check the terms and conditions.

Who do I call if there is an issue with my new heater?

Contact the approved retailer who installed the appliance.

Why can’t I select another brand or heater type?

The product needs to meet the requirements of the EEIS Act and be approved by ActewAGL.

Ducted gas heating

When is the program ending?

The ActewAGL Ducted Gas heating program ends once all available bookings have been filled for an installation to have occurred on or before 30 June 2019.

Why is the ActewAGL Ducted Gas Heating program ending?

ActewAGL has provided a rebate to over 1,500 Canberra households since 2016 to upgrade existing ducted gas heating systems to high efficiency 6 start ducted gas heating systems including the installation of insulated ductwork to assist them with managing and reducing their energy usage.

I missed out and I am interested in saving energy

ActewAGL is continuing to provide customers with a range of options to help with managing their energy consumption.  Please visit ActewAGL Energy Saving Solutions for additional programs across heating, hot water and fridge removal. There is also checklist on the ActewAGL website to help customers identify energy efficiency activities that could be suited to their home and usage patterns.  The website also sets out a range of other products and solutions that can help with managing energy usage, such as solar panels and battery products.

What if I have a warranty claim?

ActewAGL remains committed to providing quality outcomes for customers. Should you have any questions relating to the products that were installed during your ActewAGL Ducted Gas heating upgrade, please contact the approval appliance retail who undertook the installation.

Reverse cycle air conditioning system

What appliances are eligible?

A reverse cycle system that is purchased and installed by an approved retailer and has a heating capacity between 6.8kW and 8kW to replace a natural gas flued heater.

My flued heater has been removed, how do I organise to repair my wall?

You can choose any contractor to repair your wall at your expense.

Ducted reverse cycle air conditioning

What appliances are eligible?

A ducted reverse cycle system that is purchased and installed by an approved retailer and has a heating capacity between 11.2kW and 25kW to replace a ducted natural gas heater.

My home has no access to replace the ducting. Am I still eligible to receive the discount?

Our installers will need access to replace the existing ducting to be eligible for the discount.

Why does my ducting need to be upgraded as part of the installation?

Ducting can deteriorate over-time allowing heated air to escape into your roof space or under-floor area and is unlikely to be the recommended R-1.5 rating required under the terms and conditions of this Offer.

Will I receive the ongoing discount if I am no longer an ActewAGL electricity customer throughout the 2 year period, after the installation?

No, the 2 year ongoing discount is only available to ACT Residents who are ActewAGL Electricity customers.

Hot water heat pump

What is a hot water pump?

A hot water heat pump uses the heat in the air and transferring it into a hot water storage tank. It is similar to how a fridge works where the fridge removes the heat from inside a fridge through the use of the refrigerant to keep the inside of the fridge cold.

I currently have gas instantaneous and can use as much hot water as I like without running out, is that the same as a hot water heat pump?

A hot water heat pump is suitable for most households, however there are some circumstances whereby a hot water heat pump is not suitable i.e. very large houses with more than 6 occupants. The best way to determine suitability is to speak with one of ActewAGL contracted installers.