Book A Service

For after hours emergency hot water, please contact 1800 000 340.

1st Care is a national service network with technicians experienced and qualified on all Rinnai Group Products, providing both manufacturer’s Product Warranty and general service maintenance works.  We use genuine parts and carry a range to suit the most common faults.


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 as detailed below will be incurred.

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 call, we strongly recommend you refer to our troubleshooting guide or contact the installer of the system.

PLEASE NOTE:  During peak Winter/Summer seasons we generally experience large volumes of service and maintenance enquiries which may cause lead times to vary.  Service work is conducted during business hours Monday – Friday. 


Product Type

Attendance Fee


Additional Rate

Ducted Heating

Ducted Refrigeration

Evaporative Cooling


Up to the first 60 mins

$40.00 per 15 mins thereafter

Split System Air Conditioning 


Up to the first 60 mins

$40.00 per 15 mins thereafter

Hot Water

Space Heating



Up to the first 45 mins

$40.00 per 15 mins thereafter

Additional Information

·     Charges may vary for areas classified as Regional – these will be confirmed when the technician makes the initial contact

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

·     Servicing of a second unit will incur an additional attendance fee

·     If the works are covered by the Rinnai Product Warranty, no charges will apply

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

·     If the works are NOT covered by Rinnai Product Warranty, all charges will apply and payment is required on completion of
work – a surcharge of 1% applies to credit card payments – Visa and MasterCard only.


Service & Repair Terms and Conditions

Your acceptance of these terms and conditions is required to proceed with the booking.

Your details will remain private, please refer to our privacy statement


Online Service

Your details will remain private, please refer to our Privacy Statement

Customer Type*:
Customer Number:
Customer Reference:
First Name*:
Street Unit/Level No:
Street No:*
Street Name:*
Street Type:*

Confirm Email:*
Contact Number:*
Alternative Contact Number:*

Site Details

Site Contact:*
Site Contact Number:*
Site Contact Email:*
Site Unit/Level No:
Site Street No:*
Site Street Name:*
Site Street Type:*
Site Postcode:*
Site Suburb:*
Site State:*

Appliance Details

Unit Placement:*
Appliance Type:*
Serial Number:
Date of Installation (if known):
Fault Description:*
Energy Source:*
Job Priority:*

By Submitting this form you confirm you have read and accept our full Terms and Conditions of Service.