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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.



To safeguard you, your family and our employees, contractors and agents, and to minimise the potential spread of the novel coronavirus (COVID-19) in our community, we are following the guidelines of the Australian Department of Health regarding the provision of Customer Services.

Please review below questions prior to requesting service.

In the past 14 days has any resident of this address, or other persons (such as family, friends, housemates, co-workers etc) that have had contact with any resident of this address, been;

  • Displaying any of the following symptoms similar to the flu;
    – Fever                                                                                         
    – Cough                                                                                          
    – Shortness of breath                                                                  
    – Breathing difficulties                                                                 
  • Exposed to a person who has tested positive to COVID-19?                     
  • Have had a test for COVID-19 without a negative outcome?                    
  • Returned from overseas?                                                                                 
  • Placed in quarantine or self-isolation?                                                           

If your answer is “YES” to any of these questions, we will be unable to attend at your property at this point in time and therefore require you to contact us again 14 days hence, or when the answers to all the questions are NO.  Only then will we be able to attend at your property to service your appliance. 


Our service technicians follow the advice below when attending sites, in accordance with the guidelines issued by the Australian Department of Health:

  • All technicians to sanitise themselves on arrival and when leaving customers’ homes
  • Where practicable use protective personal equipment as may be required
  • Practice social distancing of at least 1.5 metres;
  • No hand shaking
  • Customer is not to sign documents or touch mobile devices – e.g. iPhone or iPad
  • Preferred Customer payment method is via electronic funds transfer – e.g. Credit Card (Visa or MasterCard).

All our service technicians also undergo a self-auditing process which includes disclosure about their current health and any potential exposure to COVID-19, and they have been advised not to attend customer sites if any symptoms exist or have been exposed to COVID-19.

Thank you for your understanding and again, we apologies for any inconvenience this may cause.


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, please refer to the Operation or Owner’s Manual accompanying the product, consult our troubleshooting guide or contact the installer / supplier of the system.


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

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

  • This service does apply to product warranty works, which are only provided between 8:30am to 5:00pm Monday to Friday, excluding public holidays.
  • An afterhours surcharge applies.
  • You will be redirected to your nearest service provider who will provide further information.

If redirection is unsuccessful, (e.g. there is no service provider for your area at that time), please complete the online booking form below and you will be contacted as soon as possible during normal business hours.

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


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 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 works are covered by the Rinnai Product Warranty, no 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*:
Please note we will call for Credit Card/PO number
Account Number:
Customer Reference:
First Name*:
Street Name:*
Street Type:*
Contact Number:*
Alternative Contact Number:*

Customer Site Details

(First Name & Surname):*

Appliance Details

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