Steps & Criteria for Participation

The detailed steps for participation are outlined below.

1) Contractor submits application to the HPCN with required information. The online registration system will automatically prompt contractors to complete the remaining steps.

Contractors must submit:

  • Contact information for a primary company contact
  • Business contact information
  • Valid business license, GST, and WorksafeBC account numbers
  • A declaration that they have one or more supervisors or lead installers prepared to successfully complete the qualifications criteria and be responsible for the relevant work
  • A declaration that the primary company contact has read the program information on this website
2) Contractor reviews code of conduct and agrees to the declaration.

Contractors must commit to:

  • Paramount responsibility to their customer or the home occupant.
  • Honesty and good value as guiding policies.
  • Responding to customer communications in a timely manner.
  • Resolving customer concerns in a timely manner.
  • A commitment to continuing education
  • Meeting all required regulations when dealing with hazardous materials and ensuring the safety of workers and home occupants.
  • Taking out permits for all projects for which permits are required or confirming that the homeowner has done so.
  • Providing a written contract which includes scope of work and price, for all projects.
  • Providing dated invoices that clearly state what was installed and where.
  • Providing receipts for all payments and collecting and remitting all applicable taxes.
  • Dealing fairly, respectfully, and professionally with customers, employees, subcontractors, suppliers, program administrators, and HPSC staff and representatives.
  • Avoiding all conduct or practice likely to discredit or do injury to the reputation of the home performance industry.

Contractors will be required to read the following statement and declare their understanding and commitment:

“We, and our supervisors and installers, agree to abide by HPSC’s Code of Conduct. All work will be performed or supervised by a qualified employee. 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 Business Requirements or Code of Conduct will result in a disciplinary process and potentially the loss of our status in the Home Performance Contractor Network.”

3) Contractor submits references.

 

  • Companies will be subject to reference checks. The HPSC will work with program and industry partners to locate available history for the company.
  • Contractors will also be asked to provide customer references from the two most recent jobs.
4) The HPSC will review the contractor application, including the references, and notify the contractor if they have been provisionally accepted into the network. This may take up to 20 business days.
5) Once the contractor receives provisional approval into the network, they will gain access to the qualifications portal to sign up their supervisor(s) and lead installer(s).
6) Supervisor(s) and lead installer(s) complete their qualifications which may include uploading certificates or other qualifying materials or completing training directly in the network’s online portal.

A minimum of 1 supervisor or lead installer per contracting company must complete the qualifications before the contractor can continue to the next step of registration.  

Fenestration (mandatory* late summer/fall 2021)

*for participating programs

  1. Complete an Introductory House-as-a-System training course, accessible upon registration.
  2. Review the Best Practices for Window and Door Replacements in Wood Frame Buildings. Contractors will be offered a discounted price to purchase the document upon registering a supervisor or lead installer for qualifications.
  3. Complete an exam, based on the guide, provided by the Fenestration Association of BC.

Note: this is a comprehensive, proctored exam that will require review of the best practices guide. The training subsidies available are only eligible for the first attempt at the exam; if a supervisor or installer fails to pass the exam they will not be eligible for a second subsidy. 

For contractors that already own a copy of the best practices guide, you are not required to purchase another copy to register supervisors and installers for the exam. Be aware that the exam was developed based on the 2021 revised version of the guide so it is recommended to consult this new version for the exam. 

HVAC (mandatory date TBC)

  1. Submit proof of trade designations if applicable. 
  2. Complete an introductory House-as-a-System training course, accessible upon registration.
  3. Submit a certificate of completion for either:
  4. Submit a certificate of completion for

Insulation (mandatory date TBC)

  1. Complete an Introductory House-as-a-System training course, accessible upon registration.
  2. Complete the Insulation Installers course, accessible upon registration.
  3. Complete Modules 0-2 of the HPSC: Quality Installation of Insulation retrofits in Residential BC Homes (available June 4, 2021).
  4. Complete the remaining modules 3-8 and submit a certificate of completion for HPSC: Quality Installation of Insulation retrofits in Residential BC Homes (6 months to complete after acceptance into the HPCN).

Energy Advisors (mandatory date TBC)

  1. Complete an Introductory House-as-a-System training course, accessible upon registration.
  2. Submit a current NRCan-registered Energy Advisor proof of certification.
  3. Review the Program-Qualified Energy Advisor Training Manual and Best Practices Guide and complete a knowledge check, accessible upon registration.

Renovators (mandatory date TBC)

  1. Complete an Introductory House-as-a-System training course, accessible upon registration.
  2. Submit a certificate of completion for the Canadian Homebuilder’s Association of BC Renovation Fundamentals course.
7) The contractor submits their final required documentation and signs the Network Agreement.

Contractors must submit:

  • A municipal licence for each operating community or an inter-municipal licence
  • Standard one-year construction warrantee
  • A WorkSafeBC clearance letter for the contractor work classification
  • $5M general liability insurance listing the HPSC as an additional insured and including notification to the HPSC if insurance is discontinued for any reason.

The contractor must review and sign the Network Agreement provided by the HPSC and be given final approval.

8) The contractor and their qualified supervisor(s) and lead installer(s) are approved to be displayed in the public directory.

For the HVAC and insulation sectors, where 6 months additional time is permitted to complete the advanced training, the supervisor(s) and lead installer(s) will be designated as “in-progress” in the directory until they have completed the advanced training. The 6 months will begin from the date that the supervisor(s) and lead installer(s) completes the fundamentals.

9) For the duration of the contractor’s participation in the HPCN, they will be subject to ongoing management including confirmation that all required business documentation remains up-to-date and quality assurance checks on the company and its qualified supervisors and lead installers.

The HPSC will monitor the following criteria for ongoing contractor management:

*industry rebate/incentive programs e.g. Clean BC and Home Renovation Rebate Program

The main goal of the ongoing management will be to keep as many contractors qualified as possible, while improving project quality and contractor behaviour. HPSC will work with contractors for successful resolution and make reasonable attempts to contact and coach the contractor before considering further consequences.

10) If an issue arises during ongoing contractor management, a standard resolution process will be followed.

Resolution of issues identified during contractor management will follow the decision-making framework developed by the HPSC shown in the figure and steps outlined below. The HPSC retains ultimate authority to modify the framework and make exceptions as deemed necessary. Note that resolution in this context refers to contractor qualifications and behaviour, and does not include remediation work for a specific project.

First step: coaching call

The HPSC will begin all resolution attempts with a coaching call to discuss the issue(s) with the contractor and offer clarification and support to rectify the problem. The HPSC and the contractor will agree on a resolution plan and set a timeline for next steps and follow-up, including reasonable grace periods. The conversation and resolution plan will be documented and the HPSC will follow up by the scheduled deadline to confirm if the issue is resolved.

Possible outcomes:

  • Resolution achieved: no further action required
  • Resolution not achieved: HPSC escalates to step two
  • Fraudulent or illegal work activity suspected: further investigation and possible alerting of authorities having jurisdiction (see step 3)

Coaching calls will be documented by the HPSC but will not be held as a permanent record towards possible account pausing, unless:

  • The contractor requires more than 3 coaching calls for separate issues within 1 year
  • Resolution is not achieved from the first coaching call and formal disciplinary action takes place (see step 2)
  • The investigation leads to alerting authorities of suspected fraudulent or illegal activity

Second step: formal disciplinary action

The HPSC will follow up with the contractor to discuss the concern and why resolution failed in step one, offering further clarification and support to rectify the problem. The HPSC and contractor will agree on a new resolution plan and set a timeline for next steps and follow-up. The conversation and resolution plan will be documented and both the HPSC and the contractor will sign to signify that both parties are committed to the plan. The HPSC will follow up by the scheduled deadline to confirm if the resolution is complete.

Possible outcomes:

  • Resolution achieved: no further action required
  • Resolution not achieved: HPSC escalates to step three

Formal disciplinary action will be documented by the HPSC and held for a minimum of 5 years on the contractor’s record. If a contractor requires 3 formal disciplinary actions within a 2-year timeframe the HPSC reserves the right to pause the account (step 3).

Third step: account paused

A paused account means that the contractor’s profile will not be viewable or searchable to the public in the HPCN public directory and the contractor will not be eligible to start any new projects as a member of the HPCN until the matter is resolved.

The HPSC may pause a contractor’s account for reasons including, but not necessarily limited to, if the contractor:

  • fails to cooperate with HPSC to resolve concerns
  • does not resolve the issue to an acceptable degree as determined by the HPSC
  • requires 3 formal disciplinary actions within a 2-year timeframe
  • is suspected of fraudulent or illegal activity related to the work and is currently under investigation by authorities having jurisdiction (e.g., WorkSafeBC, Better Business Bureau, etc.)
  • their supervisor(s), or lead installer(s) fail to treat homeowners or HPSC staff and representatives with respect and professionalism

If the contractor’s account remains paused for a period of 1 year and they fail to seek resolution with the HPSC, the HPSC may dismiss them from the HPCN and may impose a moratorium until they can reapply.

Dismissal

The HPSC may dismiss contractors from the HPCN for reasons including, but not necessarily limited to:

  • if the contractor is found to have committed a civil or criminal offense related to residential renovation work by a recognized authority having jurisdiction (e.g., WorkSafeBC, Better Business Bureau, etc.)
  • if the contractor, their supervisor(s), or lead installer(s), fail to treat HPSC staff or representatives with respect and professionalism
  • if the contractor’s account remains paused for a period of 1 year and they fail to seek resolution with the HPSC

Dismissed contractors may be barred from reapplying to the HPCN or face a moratorium on reapplying.

Want to see these steps in action?

Watch this HPCN tutorial playlist for a demonstration on how to submit your application and complete the registration steps above.

Ready to register as a quality contractor?