Consumer FAQ

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Contractor FAQ

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A: Getting Online

1: What do I need to get online with the HEATING & COOLING INCENTIVE?

To participate in the HEATING & COOLING INCENTIVE you will need:

  • A computer with a high speed modem
  • A high speed internet connection
  • Minimum of Windows 98 and Internet Explorer 5
  • A printer
  • A valid email address
2: Where do I find the website associated with the HEATING & COOLING INCENTIVE?

B: Registration and Adding Users and Technicians

1: How do I register for the 2017 HEATING & COOLING INCENTIVE?

There are three steps to registering for the 2017 HEATING & COOLING INCENTIVE:

  1. Complete the on-line registration form
  2. Complete the online contractor orientation
  3. Forward the following documents to HRAI:
    • 313A or 313D licenses for each technician
    • TSSA registration certificate
    • Gas fitters 1 or 2  and/or, oil burner 1 or 2 technical license for each technician
    • Proof of $2 million liability insurance
    • Proof of $1 Million automobile insurance
    • Letter of clearance from WSIB (Unless Sole Proprietor)
    • Signed Contractor Participation Agreement
2: If I have never participated in the HEATING & COOLING INCENTIVE how do I register?

Before you begin, make sure you must have the following on hand:

  • A list of all of the users that will enter claims on the system and their email addresses.
  • A list of all the technicians with your company and their licensing numbers.

To Register:

  1. Please go to: 
  2. DO NOT enter any information on the Participating Contractor LogIn you must register for the 2015 program first.
  3. Click on “here” where it indicates “For contractors who wish to participate in the 2015 program………”
  4. Scroll down to the New Contractor Account Information section.
  5. Complete all mandatory fields (*) including your first name and last name.
  6. Click in the Technician box and add your technicians plus their applicable license information.
  7. In the Users section you will notice that you have already been set up as a user. You can edit your user profile and create other users.
  8. When you have entered all users, click “Enroll Now”. Your company’s Contractor # will be assigned by HRAI once you have completed this portion of enrollment.
  9. The 2015 Program Orientation is ready for you to log in and complete. The website address is: (Ensure that you choose “Click Here” in the second paragraph to register that you are taking the orientation. When you have completed the Orientation HRAI will receive conformation.
  10. Once you have completed the online registration of your company’s profile, forwarded  all copies of documents requested and completed the 2014 Orientation, you will then receive an email with your log in credentials for the online system.
3: If I participated in previous programs how do I re-register for 2017?

Before you begin,  you must have the following on hand:

  • Your four digit Contractor # and password from the HEATING & COOLING INCENTIVE Program (if you do not know your call HRAI at 1-800-267-2231 ext 236).
  • A list of all of the users that will enter claims on the system and their email addresses.
  • A list of all the technicians with your company and their license numbers.
4: How do I ensure my completion of the online orientation is recorded?

On  the first screen of the online orientation you must follow the click here link and enter your name, contractor ID, if it has been assigned, and your email address. You must then complete the orientation. You must answer review questions at the end of each section and the system will not show your orientation session as complete if all screens have not been viewed.

5: Where can I find the contractor participation agreement?

The contractor participation agreement can be downloaded at:

6: Where do I mail the required documents:

Contractor registration documents should be sent to HRAI via e-mail at or faxed to 905-602-1197 or mailed to:

        HRAI, IESO Registration
        2350 Matheson Blvd. East, Suite 101
        Mississauga, ON  L4W 5G9

7: If I don't know my contractor registration number from last year, how can I find it out?

Call HRAI at 1-800-267-2231 ext 236.

8: How long does it take to become approved once all my paper work has been sent in?

Two business days

9: If I installed equipment before I was approved can I still complete a submission?

No. You may only complete submissions for customer installations that occur after the date you are approved.

10: How do I know when I have been approved?

You will receive an email with you user name and password.

11: What are the different types of users of the system?

Contractor Administrator – can add users and technicians and reset passwords. Each contractor company can only have two Contractor Administrators.

Data Entry – can enter incentives and edit and submit incompleteincentives.

Technicians – cannot enter, edit or see incentives on the system. When they are entered into the system their name will appear on the drop down list of technicians. Please note that their name will only appear in the drop down list if they have a license for the service performed, either C of Q for air conditioning replacements or a gas fitters or oil burner license for furnace replacements.

12: I forgot my password?
13: How do I add a user?

If you are set up in the system as a Contractor Administrator you can add users. Please contact HRAI at ext. 236 for assistance.

14: How do I add a technician?

If you are set up in the system as a Contractor Administrator you can add technicians . Log onto the system with your contractor ID, user name and password. Select the “Contractor Profile” on the left side menu. Click the add technician button and enter the technicians name and license numbers.

You must submit a copy of the technician’s license, with your contractor ID# to HRAI. Once they have been received and verified by HRAI the technician will be activated.

15: Are apprentice licenses accepted for technicians?

No, only technicians with 313A or 313D and or gas fitters or oil burner license are accepted.

C: Completing the Online Form

1: I am a registered contractor, where do I find the online form?

You go to the HEATING & COOLING INCENTIVE web page  and log on as a participating contractor. Once logged in click on “Incentive Submission”

2: Can I save incomplete forms to finish later?

No, on the new 2016 there is no save feature.

3: What is the Business Name field for?

This incentive includes businesses that install residential type equipment. This field is available so that the incentive cheque will be made out to the business name, not an individual.

If you are completing the incentive submission for a homeowner leave this field blank, DO NOT put your company name in the “Business Name” field.

4: What if my customer has no email address or does not want to use email?

If your customer has no email address or does not want to use email leave this field bank. Once you submit the claim for consumer approval you will have to print the claim out and deliver to your customer for them to sign. (Ensure your pop-up blocker on your browser is turned off for this site prior to attempting to print.)

Never put your email address in this field. Any claims with contractor email address will be declined.

5: Why is the system not accepting the postal code for my customer?

If you repeatedly get an error indicating the postal code is not valid, try double clicking on the Postal Code Validation icon located just to the right of the postal code box. You can then choose the correct street, you will only have to add the house number.

6: What if I cannot read the face plate of the old equipment to get the model and serial number?

For the equipment being replaced you do not have to enter the serial number, it is not a required field. For the Brand and Model you only have to enter one or the other. We are assuming that you would be able to determine either the brand or model. If you don’t know enter your best guess for one of the fields.

7: What if I don't know the SEER value of the old air conditioning system?

If you cannot determine the SEER level of the existing equipment, enter your best guess as to what it would be.

8: What if the consumer had a window air conditioning system?

Replacing a window air conditioning system with a central air conditioning system DO NOT qualify for incentives. The existing system must be a central air conditioning system.

9: What is required for the Heat gain/loss calculation?

The correct sizing of HVAC equipment has a significant effect on the energy efficiency of the system. Heat gain/loss calculations must be completed and acknowledged on the claim form. The calculations do not have to be submitted but the contractor must keep them on file, and produce them if ever audited. You may be required to show how you sized the equipment and that it is appropriate for the installation.

10: What is the "Required Furnace Model" field for?

In order for some Central Air Conditioning Systems to meet the SEER and EER requirements of the program, they must be installed with a specific furnace model. If the AHRI number requires a furnace, the online submission rebate form will indicate this and show an abbreviation of what the model number should be selected from the qualifying furnace drop down.

If the furnace model does not match the required furnace model the claim will be declined.

11: How do I enter the rebate if the customer has more than one furnace or air conditioning system?

If your customer has more than one replacement furnace or air conditioning system installed, each system will have to be submitted on a separate submission form and each submission will be assigned a separate rebate ID number. You will need to check off the ‘multi-instillation unit’ checkbox on the incentive form. As well, email HRAI ( with the incentive ID’s to let them know it is a multi-unit installation

12: Are there some tips for finding AHRI numbers?

Some tips for finding AHRI numbers

  • The recommended link to search out an AHRI number is,
  • You do not need to type information into all of the fields to produce results. Type in the first three letters of the A/C's model number in the Outdoor Unit Model Number field found in the right hand side of the page. The site uses an * if a number is not relevant or repeats itself when posting models. If you type in a digit where it has a * it will not provide any results.
  • You should get several pages of results listing evaporator coils that are matched with that cooling unit.
  • You can simply choose the, Export button at the top left hand side of the page. The site will then dump the data found into an excel file that you can search through to find a package that works for your installation.
  • You can also go through the results pages until you find the coil that was installed. If you get too many results, choose the Modify button at the top right hand side of the page. Your original information entered will remain in the Cooling unit field. You can then type in the first two (or three) letters of the coil in the Indoor Unit Model Number field. Hit ENTER again, you should find this reduces the number of results produced.

If a furnace model number is listed in the furnace column it means that model of furnace is required for the system to meet the ratings listed. If you did not install a new furnace you will need to find an AHRI number that only reflects your condenser and coil installed.

13: Why can I not see all of my technicians on the drop down menu?

Only technicians that have a valid license for the service being performed, (313A or 313D for air conditioning systems and/or Gas fitters 1 or 2 for gas furnaces) will be displayed. If you checked off for an air conditioning rebate only those technicians registered with a 313A or 313D will be listed on the drop down menu. Please ensure all mandatory fields are completed before trying to select a technician from the dropdown menu.

If your AC technician is not appearing in the drop downs and their license is valid – they need to complete the AC Optimization Training.

14: Why are the air conditioning fields blank when I enter the ARI number?

If the air conditioning fields do not populate the AHRI number is not valid or does not qualify for the program. If the AHRI number is new, it may not have been loaded yet, contact HRAI.

15: Can I cancel claims?

You can only cancel claims that have been saved and are in an incomplete status. If you need to cancel a claim in any other status please send an email to ( with the incentive ID #, first and last name, postal code of the customer in the subject line and ask for the claim to be deleted.

16: What are the different incentive statuses and what do they mean?
  1. Pending - Waiting for Consumer validation and/or missing proof of purchase
  2. Potential Duplicate - Your customer's claim has been flagged as a possible duplicate if you see your claim in this status please call HRAI.
  3. Submitted - All required documentation and customer approval has been received, your customer's claim is ready to be screened.
  4. Awaiting Payment Approval - Reviewed by the IESO before cheque issuing, forwarded to fulfillment company.
  5. Approved - Received by fulfillment company and approved.
  6. Paid - Cheque issued.
  7. Declined - Non-Compliant, email and or letter issued.
  8. Cancelled - Claim has been cancelled.


17: How do I correct customers name and address?

If the claim is pending you can change it online or your customer can change it via the consumer look up page. Your customer can also call the consumer call centre at 1-877-688-3062.

If the claim has been submitted send an email to or you can fax to 416-922-1028 with your customer's incentive ID, last name and first name and postal code. In the body of the email request that the consumer name be changed.

D: Declined Claims

1: What happens when a claim is declined?

When one of your customer’s claims in declined they will receive an email, if they supplied an email address, from the IESO explaining why it was declined. A letter is also sent to by regular mail to all consumer regardless if they have an email address or not.

2: How can I check the status of my customers claims?

By logging into the online system you can click on the “job status” link on the left hand menu you can see all of your incentives and their status. You can also click on the incentive ID number and see the incentive form.

If the claim was declined, the rejection reason will be listed near the bottom of the form. Also, if there is an asterisk beside the incentive ID number, there is a resubmission associated with that claim.

3: How can I fix a declined claim?

Claims are usually declined for one of two reasons: the invoice and/or claim form was not submitted or is missing information or the information on the claim form does not match what is on the invoice.

If you need to provide a new invoice with corrected information, it can be sent directly to the incentive service provider with the incentive ID clearly indicated. Invoices can be sent:

  • By mail to: 30 Commercial Road, Toronto, ON, M4G 1Z4
  • By Fax: 416-922-1028
  • Email: Scan the invoice and email to

If the online claim needs to be updated and it is pending you can go back in and change it yourself. If it is in a submitted or declined status, please send an email to (not yet available), with the incentive ID #, first and last name, and postal code of the customer in the subject line. Explain what you need updated and you should see changes within ten business days.  

4: Why does my claim remain declined when I sent in the required information?

Check to see if there is an asterisk beside the incentive ID on the job status screen. If there is an asterisk then that incentive has a resubmission associated with it and a new incentive ID has been assigned. By clicking on the incentive ID you can open the claim form. Near the top of the form there will be a section showing all the resubmissions associated with that incentive.

The status of the original incentive will not change, it will remain declined, the updated status will be reflected in the status of the resubmission.

5: How do I change AHRI numbers to correct claims?

If you have entered the wrong AHRI number and the claim in declined you can request that it be changed. Send an email to and request that they make the change to the incentive form.

6: How do I correct customers name and address?

If the claim is pending you can change it online or your customer can change it via the consumer look up page. Your customer can also call the consumer call centre at 1-877-688-3062.

If the claim has been submitted send an email to with your customer's incentive ID, last name and first name and postal code. In the body of the email request that the consumer name be changed.