Member Expectations

Companies offering home performance services as members of the Home Performance Contractor Network commit to:

1. Ethical Business Practices
1. Honesty and good value as guiding policies
2. Meeting all required regulations when dealing with hazardous materials and ensuring the safety of workers and home occupants
3. Taking out permits for all projects for which permits are required and/or confirming that the homeowner has done so
2. Fair Pricing & Organized Documentation
1. Providing a contract/quote for all products and/or services provided which includes
1. a clearly defined scope of work and change orders (as applicable); 
2. product information including the 
1. make/brand and size (as applicable)
2. energy efficiency ratings such as HSPF2, SEER2, AHRI, R-value, U-value, or NFRC
3. whether the product is on qualifying product lists for provincial and federal rebate programs;
3. transparent, fair market pricing, providing the customer the benefit of any rebates, discounts, or incentives intended for them; and
4. details of all applicable labour warranties.
2. Providing dated invoices that clearly state what was installed and where
3. Providing receipts for all payments and collecting and remitting all applicable taxes
4. Providing all necessary paperwork for customer rebate applications prior to or at the time of receiving customer payment e.g. heat loss/heat gain calculations
3. Excellent Customer Service
1. Paramount responsibility to their customer or the home occupant
2. Responding to customer communications in a timely manner
3. Resolving customer concerns in a timely manner
4. Dealing fairly with customers, employees, subcontractors, program administrators and suppliers
4. Commitment to Home Performance and Energy Efficiency 
1. All work will be performed by an HPCN-qualified person employed by the company*
2. A commitment to continuing education
3. Avoiding all conduct or practice likely to discredit or do injury to the reputation of the home performance/retrofit industry
4. A commitment to selling the highest efficiency products available and/or suitable to clients’ budgets 

*Visit our FAQs for more information on who should be trained in your company, as well as member expectations if a trained individual leaves your company. 

I, as a representative of the applying-company, agree that our organization will comply with the following:

• We agree to abide by the HPSC’s Code of Conduct for the duration of our participation in the Home Performance Contractor Network.
• We understand that to participate in rebate programs from the HPCN program partners, we are responsible for abiding by the program terms and conditions found on the rebate program websites. 
• We assume these responsibilities freely and understand that they are part of our obligation to participate in the Home Performance Contractor Network.

We understand that failure to adhere to the Code of Conduct will result in a disciplinary process and potentially the loss of our status in the Home Performance Contractor Network.

The HPSC first determines if the issue is, or might be, related to fraud or illegal or unsafe behaviour. If so, the HPSC follows the process on the left side of the flow chart. Additionally, the HPSC may deem an issue severe enough or large enough in volume/frequency to warrant this process.

Account Suspended

In this situation, the HPSC will immediately suspend the company’s HPCN membership. While suspended, the following applies to the company:

• Any work completed by the company is not eligible for rebates from our program partners including CleanBC, BC Hydro, FortisBC, and PNG;
• The company will not be displayed in the HPCN search tools;
• The company is not eligible to apply for training subsidy reimbursements through the HPCN; and
• The company must halt the use of the HPCN logo on any digital or physical collateral.

Opportunity to Resolve

The HPSC will provide information on the required action(s) needed for the company to resolve the issue and provide opportunities to discuss the matter.

The company will be suspended for a minimum period of time (6 or 12 months), regardless of any corrective actions they may take.

Possible Outcomes

• Reinstated: Once the suspension period has ended, and the company has completed their required corrective action(s), their account may be reinstated.
• Marked as Inactive: If the company does not complete the required corrective action(s) by the end of the suspension period, the company will be marked as inactive and may face delays and additional requirements in reinstating their membership in the future.
• Dismissed: If, at any time, the HPSC deems the issue or the company’s action/lack of action during the resolution protocol to warrant dismissal, the company will be permanently removed from the HPCN and not eligible for reinstatement.

For most other issues, the HPSC follows the process outlined on the right side of the flow chart.

The includes when a company’s HPCN-trained installer has not completed the final required training course after the allotted 6-month window (Quality Installation of Forced Air Furnace and Ai Source Heat Pump Retrofits for BC Homes for the HVAC sector and Quality Installation of Insulation Retrofits for BC Homes for the Insulation sector).

Opportunity to Resolve

In this situation, the HPSC will contact the company to discuss the issue. The HPSC will provide information on the required corrective action(s) and timeframe needed for the company to resolve the issue.

Possible Outcomes

• Reinstated: If the company completes the required corrective action(s) within the required timeframe, their account will be reinstated.
• Paused: If the company does not complete the required corrective action(s) within the required timeframe, their account will be paused. While paused, the following applies to the company:
  • Any work completed by the company is not eligible for rebates from our program partners including CleanBC, BC Hydro, FortisBC, and PNG;
  • The company will not be displayed in the HPCN search tools;
  • The company is not eligible to apply for training subsidy reimbursements through the HPCN; and
  • The company must halt the use of the HPCN logo on any digital or physical collateral.

  Once the company completes their required corrective action(s), their account can be reinstated.

  • Suspended: If the company does not complete the required corrective action(s) after 6 months of being paused, the company will then be suspended. While suspended, the same restrictions apply to the company as the “Paused” period described above. The company will be suspended for a minimum period of time (6 or 12 months), regardless of any corrective actions they may take. Once the suspension period has ended, and the company has completed their required corrective action(s), their account may be reinstated.
  • Marked as Inactive: If the company still does not complete the required action(s) by the end of the suspension period, the company will be marked as inactive and may face delays and additional requirements in reinstating their membership in the future.
  • Dismissed: If, at any time, the HPSC deems the issue or the company’s action/lack of action during the resolution protocol to warrant dismissal, the company will be permanently removed from the HPCN and not eligible for reinstatement.