Book a Service / Warranty Assessment

1st Care Service Network

1st Care is our national service network, with technicians who are fully qualified to service Rinnai Group products (which includes Rinnai, Brivis, APAC, Polo and select iZone and Kaden branded products#).

We provide both manufacturer’s product warranty assessments and general service / repair / maintenance works. Using only genuine spare parts, we carry a range of commonly used components for fast and reliable service.


#Rinnai products sold under the Kaden brand that are covered by Rinnai warranty include Evaporative Coolers, Low Profile Evaporative Coolers and older model ducted heaters from the KE and KU range.

  • – Service / Warranty assessment works are conducted between 8.30am to 5.00pm Monday – Friday, excluding public holidays.


  • – Qualification of warranty can only be confirmed when a service person has been on site and made their assessment.


  • – For all non-warranty work, payment is required on completion of the work.


  • – During peak Winter / Summer seasons we generally experience large volumes of service and maintenance enquiries which may cause lead times to vary.

Fees Table

GENERAL RESIDENTIAL AND COMMERCIAL SERVICE and WARRANTY ASSESSMENT FEES – METRO AREAS (Effective: 1 February 2023)

* NOTE: The fees DO NOT include the cost of replacement parts

Service Fees & Charges

All prices are in AUD and include the applicable service attendance fee and initial service time as specified below.

Commercial Hot Water Units – $295.00

Attendance fee per appliance
First 45 minutes included
• Additional time: $70.00 per 15 minutes

Ducted Heating, Air Conditioning & Evaporative Cooling – $285.00

Attendance fee per appliance
First 60 minutes included
• Additional time: $46.00 per 15 minutes

Hot Water, Space Heating & Appliances – $239.00

Attendance fee per appliance
First 45 minutes included
• Additional time: $46.00 per 15 minutes

Additional Charges

Gas Appliance Service Record
Victoria only • Per appliance – $26.00

Temporary Fuel Surcharge
Per service callout – $10.00

  • *Attendance fees, included service time and additional rates are subject to the applicable service terms. **Gas Appliance Service Record applies in Victoria only. ***From 1 September 2026, temporary fuel surcharge applies per service callout due to the ongoing global instability affecting fuel supply and prices. We, and our service agents, are facing increased costs and transportation is essential to delivering our services, and while we have absorbed these costs to date, we regretfully must introduce this temporary surcharge on all service callouts. We will continue to monitor fuel prices and market conditions closely, and the surcharge will be removed once costs stabilise.

Additional Information

  • Travel charges may vary for areas classified as Regional – these will be confirmed when the technician makes the initial contact.

  • Time inclusions are for the initial call out only. Additional labour charges will be incurred for any and all subsequent visits.

  • Parts and consumable items are in addition to the labour service fees detailed above.

  • Servicing of a second unit may incur an additional attendance fee.

  • If a second technician and/or service of a second storey is required additional charges will apply.

  • If the issue is NOT covered under the Rinnai Product Warranty, all applicable charges will apply and payment will be required upon completion of the service. A call-out fee may also be charged where the fault is determined not to be a product-related issue.

Product Warranty

Rinnai Australia manufactures and distributes a broad range of home comfort products. Our brands include Rinnai, Brivis, APAC and Polo.

Our products are renowned for their quality and reliability, but in the unlikely event you wish to make a Product Warranty claim, please note the following:

  • – All portable products and accessories, with the exception of portable gas heaters, should be returned to the place of purchase for assessment, repair or replacement. Please refer to the specific Terms and Conditions of Warranty accompanying the product.


  • – Fixed installation products include on-site service under warranty – for full details please refer to the specific Terms and Conditions of Warranty accompanying the product.

  • – Fixed installation appliances require licensed contractors to select a product appropriate for the application, and to ensure it is installed and commissioned in accordance with the manufacturer’s instructions and all local and national regulatory requirements.

  • – As some of our products are a component of a larger installed system, our Product Warranty is limited to the actual Rinnai product only. Our obligation is to ensure our product is free from manufacturing defects and that it performs in accordance with its specifications. All other aspects of the larger system, including its design, other equipment, components, accessories, gas, electrical, plumbing, refrigeration and installation works, are the responsibility of their respective manufacturers, or the primary contractor from whom the system was purchased and or installed.

  • – On inspection, in the event that our service personnel determine the Rinnai product is working to specification, the service call will not be covered by our Product Warranty and a fee will be incurred. See table above for more information.

  • – Please note that in this instance, Rinnai will be unable to carry out diagnostic, repair or rectification works on all other aspects of the larger system.

 

Before booking a service / warranty assessment, please refer to the Operation / Owner’s Manual accompanying the product, consult our troubleshooting information or contact the installer / supplier of the system.

Emergency - No Hot Water

 

NO HOT WATER?
For after-hours emergency support, call 1800 000 340.

  • – An after-hours surcharge applies if you choose to proceed with a service callout outside of normal business hours – applicable after 5:00pm and before 8:30am Monday to Friday including on weekends and public holidays.


  • – The surcharge applies irrespective of whether your product is within the warranty coverage period, or not, and is payable upfront prior to commencement of the service.


  • After-hours service is not available in all areas.


  • – If we are unable to respond to your emergency call promptly, you may wish to consider engaging your own licensed plumber to assess the issue in the meantime.

Book a service

Complete the form below to book a service for your Rinnai product.

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