Failures, Complaints and Official Sources
\"Free\" heat pump and air conditioner offers: door-knocking, rebate scams and your cooling-off rights
How to recognise misleading free or low-cost heat pump and air conditioner offers in Australia, your unsolicited sales rights, and how to report problems to the right regulator.
Genuine incentive programs such as STCs, Victorian Energy Upgrades and the NSW Energy Savings Scheme can make a heat pump or efficient air conditioner much cheaper, and some households have paid very little. But the same programs attract high-pressure door-knocking and phone sales, misleading "government-funded" claims and poor installations. If someone approaches you uninvited, the Australian Consumer Law's unsolicited consumer agreement rules apply to many sales, including a 10 business day cooling-off period. Never sign at the door, check the program on the official website and get a written quote with model numbers. This guide is part of where to get help.
Warning signs
| Warning sign | What to do |
|---|---|
| "The government is replacing everyone's hot water for free" | Government programs work through accredited or partnered providers and eligibility rules. Check the official site |
| Claims to be "from the government" or a named department | Ask for ID and the business name and ABN; government agencies do not sell products door to door |
| Pressure to sign today or "the rebate ends tonight" | Real programs publish closing dates; take your time |
| No written quote or no model number | You cannot check eligibility, efficiency or warranty |
| Asking for bank details or energy bill account numbers at the door | Do not provide them |
| Installation booked within hours | You may lose time to check; you may also have rights under cooling-off rules |
| Removing a working, efficient system | Some programs require meaningful energy savings; an efficient system may not qualify |
Your rights if the sale was unsolicited
An unsolicited consumer agreement generally covers sales negotiated by door-to-door or telephone contact you did not invite, above a minimum value. The ACL then requires, among other things:
- a 10 business day cooling-off period during which you can cancel;
- that the salesperson tells you the purpose of the visit and shows identification;
- that you receive a written copy of the agreement;
- restrictions on taking payment or supplying goods during the cooling-off period, with limited exceptions;
- limits on visiting hours (no visits on Sundays or public holidays, before 9 am, or after 6 pm, or 5 pm on Saturdays, unless you arranged the visit) and an obligation to leave immediately when asked (ACL sections 73–75).
Check the ACCC's door-to-door sales page for the exact conditions. These rules sit alongside any program-specific consumer protections.
How genuine incentive offers work
| Program | How you get it | Where to check |
|---|---|---|
| STCs (national) | Discount on a quote after assigning certificates to an agent | Clean Energy Regulator (STC guide) |
| Victorian Energy Upgrades | Discount from an accredited provider | Essential Services Commission (Victorian guide) |
| Solar Victoria hot water rebate | Through an authorised retailer, with eligibility checks | Solar Victoria |
| NSW Energy Savings Scheme | Discount via an installer partnered with an Accredited Certificate Provider; nomination form before work starts | NSW Climate and Energy Action, IPART (NSW guide) |
Regulators have taken action against providers that broke program rules. For example, the Essential Services Commission announced in March 2026 that it had banned one accredited VEU business and refused certificates claimed by two others over alleged false information and consumer protection breaches. The Clean Energy Regulator also publishes compliance updates on the small-scale solar and battery industry.
A safer way to accept a low-cost offer
- Say you will think about it. Take the business name, ABN and any written material.
- Check the program on the official website and confirm the business is accredited, authorised or partnered.
- Check licences: ARCtick for refrigerant work, and electrical and plumbing licences (licence guide).
- Ask for a written quote with model numbers, the incentive amounts and any amount you pay.
- Get at least one comparison quote from a business you contacted yourself.
- Read every form you are asked to sign, such as STC assignment or NSW nomination forms.
- Make sure the location, noise and electrical work suit your home.
Illustrative example of a "free" offer that costs more
A door-knocker offers a "free" heat pump replacing a two-year-old gas instantaneous unit. Reading the paperwork shows:
- a $400 "installation fee", plus a $650 "electrical upgrade" added later;
- a small, low-capacity heat pump for a family of five;
- the existing gas unit was efficient and still worked; the household's gas supply charge continues because the cooktop is gas.
The household pays $1,050, gets a system that runs out of hot water and saves little. A planned replacement with the right tank size and a full gas exit might have been a better deal. Figures are illustrative.
How to report a problem
| Issue | Report to |
|---|---|
| Misleading or high-pressure sales, cooling-off breaches | State fair trading agency; ACCC |
| A scam (fake business, stolen details) | Scamwatch; your bank if you paid |
| VEU provider misconduct | Essential Services Commission |
| NSW ESS provider misconduct | IPART |
| STC-related misconduct | Clean Energy Regulator |
| Unlicensed refrigerant work | Australian Refrigeration Council |
| Unsafe installation | State electrical or plumbing regulator |
Frequently asked questions
Is every free upgrade a scam?
No. Some households are eligible for very large discounts. The issue is high-pressure selling, misleading claims and poor installations. Check before you sign.
Can I cancel after the cooling-off period?
Possibly, if the business broke the unsolicited selling rules or misled you. Contact your state consumer agency.
Should I give my energy bill to a door-knocker?
No. Bills contain account and personal details. Provide information only to a business you have checked and chosen.
What if the installer already removed my old system?
Document everything and contact your state consumer agency. If the sale was unsolicited and rules were broken, you may have remedies.
Official sources
- ACCC — door-to-door and telephone sales rules
- Scamwatch — recognise and report scams
- Essential Services Commission — VEU compliance and tip-offs
- IPART — NSW Energy Savings Scheme compliance
- Clean Energy Regulator — Small-scale Renewable Energy Scheme compliance
