Heating and Cooling Program Contractor Guidebook

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Ameren Missouri

Heating and Cooling

Program Contractor

Guidebook

ICF International 4/7/2015

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Section 1: Introduction

1.1 Heating and Cooling Program Summary

1.2 Program Implementer

1.3 Program Sponsor

1.4 Program Call Center and Contact Information

1.5 Working with your Account Manager

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SECTION 1: INTRODUCTION

This Ameren Missouri Heating and Cooling Program contractor manual includes all information pertinent to contractors participating in Ameren Missouri’s Heating and Cooling program. All rules, requirements, and incentive amounts are valid for the 2015 program year, and any updates to the manual will be sent as amendments to the point of contact identified as the Business Owner on the Contractor Participation Agreement.

The Online Intake Tool (OIT) contains copies of all program documents referenced in this Guidebook. They are also available through your Account Manager.

1.1 Heating and Cooling Program Summary

The objective of the Program is to increase homeowner demand for energy-efficient HVAC equipment and support a network of well-informed and educated HVAC industry professionals who understand the benefits of and how to sell energy-efficient products. The Program serves:

 Ameren Missouri residential electric customers in single and multi-family dwellings of four units or fewer

 Row houses, defined as single-family dwelling units that share common vertical walls only with other single-family dwelling units

Multistory, multifamily dwelling units with greater than four units that also share a horizontal surface (floor or ceiling) with another dwelling unit do not qualify. The Program provides

incentives to residential electric customers who purchase qualifying new central air conditioning units, air-to-air heat pumps, ground source heat pumps, dual-fuel heat pumps, and ECM

Motors. The Program also supports homeowners who have their current equipment serviced. The Program accomplishes this objective by incorporating a dual “push/pull” set of initiatives to reach HVAC industry professionals and customers. Consumer demand is stimulated by

education on the savings benefits, including financial incentives to help offset first costs. The Program concurrently provides information, training, and marketing support to HVAC

contractors and other providers of approved equipment, encouraging them to leverage said resources in their ow n sales and marketing efforts.

Program energy savings come from the following measures:

 Air Source Heat Pumps (ASHPs) SEER 14 or higher

 Central Air Conditioners (CACs) SEER 14 or higher

 Electronically Commutated Motors (ECMs)

 Dual-Fuel Heat Pumps (DFHPs) SEER 14 or higher

 Ground Source Heat Pumps (GSHPs) EER 14 or higher

 Tune-Up Plus Ameren Missouri Efficiency Analysis (TEA)

1.2 Program Sponsor

Ameren Missouri is part of the St. Louis-based Ameren Corporation, with a generating capacity of 10,300 megawatts. Ameren Missouri’s 4,000 employees account for nearly half of Ameren’s

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8,500 total workforce. Ameren Missouri serves 1.2 million customers in Missouri, including 127,000 gas customers.

ActOnEnergy®_{is a family of programs that will}

help conserve energy, save money and improve the environment. By providing a variety of programs, services, and incentives, Ameren Missouri works to accomplish these goals together with valued customers.

Ameren Missouri also maintains a program website located at AmerenMissouri.com/hvac.

1.3 Program Implementer

ICF International (ICF) works on behalf of the Program Sponsor to implement the HVAC Program. ICF provides:

 Program design and development

 Participating contractor recruiting, training, and account management

 Review of application paperwork and periodic on-site verification of installations and services

 Marketing outreach and reviews of participating contractor marketing materials

 Processing of customer rebates

 Point of contact for all program activities

1.4 Program Call Center and Contact Information

ICF provides a customer and contractor call center, a program email address, and a program OIT website.

Program Call Center Number: 1.877.215.5752

 Program Call Center Hours: Monday through Friday, 7 a.m. – 7 p.m. CST

 Program Call Center Holidays

– New Year’s Day, January 1

– Martin Luther King Jr. Birthday, date varies

– Memorial Day, date varies

– Independence Day, July 4

– Labor Day, date varies

– Thanksgiving Day, date varies

– Day After Thanksgiving, date varies

– Christmas Day, December 25

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Program OIT Website: amerenmissouricoolsavers.com

1.5 Working with your Account Manager

Participating contractors are assigned an Account Manager. The Account Managers are there to help and to be your point of contact for the program. Please direct all questions, issues, and training inquiries directly to your Account Manager.

Account Manager Contact Information

 Dave DeGraff; [email protected]; 314.703.1592 (M); 314.335.1203 (O)

 Harold Coleman; [email protected]; 314.399.4086 (M); 314.335.1208 (O)

 Judith Gillis; [email protected]; 314.399.7731 (M); 314.335.1209 (O)

 Ibsen Yu; [email protected]; 573.239.3541 (M); 314.335.1204 (O)

 Greg Mott; [email protected]; 269.967.1358 (M); 314.335.1212 (O)

1.6 Program Notifications

The program frequently sends important program policies updates and event notifications via email to all participating contractors. Please add [email protected] your contact list to avoid missing these important emails. Otherwise, they may be sent to your spam folder.

Please contact your Account Manager if any contact information on file with the program changes, or if you have special communication requirements.

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Section 2: Program Participation

Requirements

2.1 Customer Participation Requirements

2.2 Contractor Participation Requirements

2.3 Suspension and De-Listing

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SECTION 2: EQUIPMENT PROGRAM PARTICIPATION

REQUIREMENTS

These requirements represent minimum standards for participation in Ameren Missouri’s Heating and Cooling Program. For TEA participation requirements, please see Section 6.1.

New Equipment

2.1. Customer Participation Requirements

General Eligibility Information

 The equipment or service must meet the Program’s eligibility requirements listed below to qualify for the rebate.

 The dwelling must be associated with a current Ameren Missouri residential electric account. To be eligible for participation in the Program, dwelling units must be one of the following:

– Single family residence

– Multifamily building with four units or fewer, in any configuration

– Row houses, defined as single-family dwelling units that share common

vertical walls only with other single-family dwelling units. Multistory, multifamily dwelling units with greater than four units that also share a horizontal surface (floor or ceiling) with another dwelling unit do not qualify.

 Customers must use a participating contractor to install qualifying equipment or perform the TEA, and that contractor must be participating at the time of installation or service. Participating contractors are listed on the Program website located at

AmerenMissouri.com/hvac.

 Participating contractors must submit all rebate applications and supporting documents within 30 days of service and before December 15, 2015.

New Equipment Rebate Eligibility – Existing Homes

 Newly installed equipment must meet or exceed the Seasonal Energy Efficiency Ratio (SEER) levels set forth by the program and documented by the Air-Conditioning, Heating and Refrigeration Institute (AHRI).

 Customers may qualify for the operating equipment rebates while the program is still offered. Receiving a TEA rebate does not affect eligibility for new equipment rebates.

 Existing equipment being replaced must have a nameplate SEER rating of 12 or lower to qualify for operating equipment rebates.

 Rebate eligibility is dependent on the existing heating source. Please see the chart below for eligibility.

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New Equipment Rebate Eligibility – New Construction Homes

 Customers may qualify for the new construction equipment rebates while the program is still offered.

 The TEA rebate is not available for new construction homes.

 The installed equipment must meet or exceed the SEER levels set forth by the program and documented by AHRI.

 Air source heat pumps (ASHP) installed in new construction must have an electric back-up to qualify for an ASHP rebate. If there is gas back-back-up, the unit can qualify for a dual fuel rebate.*

 Dual fuel heat pumps installed in new construction must have a gas or non-electric back up heat source to qualify for a dual fuel rebate.*

 Ground source heat pumps are not eligible for rebates if the new construction residence uses natural gas as a primary heat source.*

*Please note: Ameren Missouri does not promote fuel switching or load building. The intent of these rebates is not to incent customers to use a different fuel source but to provide for a portion of the cost for a more efficient unit once that decision has been made.

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Figure 2. New Construction Home Installation Eligibility

2.2 Contractor Participation Requirements

The participation requirements listed below apply to all contractors. For specific requirements to offer TEA rebates, see Section 6.

 All interested contractors are required to attend program orientation and sign a 2015 Contractor Participation Agreement (CPA). Contractors that participated in the Program in 2014 are required to attend re-enrollment training in 2015. By signing the 2015 CPA, contractors agree to all requirements listed in the CPA. A blank version of the 2015 Equipment CPA is available for download from the OIT.

 Contractors agree to submit rebate applications and supporting documentation on behalf of their customers within 30 days of equipment install. Contractors must use the program-supported OIT to submit applications.

 Contractors have agreed to identify themselves as a participating contractor and offer rebates for eligible equipment and TEA to all inquiring Ameren Missouri residential electric customers while the Program is active and while they are listed on the Progr am website as offering incentives.

 Contractors agree to present information about the Program, the benefits of

participation, and program participating requirements accurately and in a professional manner.

 Contractors agree to submit a minimum of three equipment installation rebate

applications in the most recent 180-day period while participating in the Ameren Missouri Heating and Cooling Program.

 Contractors agree to represent their relationship with Ameren Missouri and the Program positively and accurately. The contractor’s employees and agents may not represent themselves as Ameren Missouri employees, agents, or representatives or communicate in any way that they work on behalf of Ameren Missouri.

All training presentations and materials are provided on the OIT. This includes:

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12  TEA technical training

 AHRI Webinar

 OIT manual

2.3 Suspension and Website De-Listing

Participating contractors are required to uphold Program requirements outlined in the CPA. Failure to comply with Program requirements and expectations may result in restriction or removal from the Program website, co-op marketing and benefits, or removal from continued Program participation.

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Section 3: Technical HVAC and Data

Collection Requirements

3.1 Testing and Data Collection Requirements

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SECTION 3: TECHNICAL HVAC AND DATA

COLLECTION REQUIREMENTS

New Equipment

3.1 Testing and Data Collection Requirements

Starting in 2015, the New Equipment Commissioning Report is no longer required for CACs, ASHPs, or DFHPs. A commissioning report will still be required for GSHPs. It is expected that all equipment is installed per the manufactures installation requirements and also meets all local codes. Special consideration should be made to ensure that the airflow is set properly along with the refrigerant charge. In addition, specific information on the removed equipment will still be required to complete rebate applications through the OIT. The Ameren Missouri Field Data Collection form can be used to easily capture this required information and is provided on the OIT. Additional rebate application submission requirements can be found in Section 4.3.1.

3.2 Technical Requirements

Systems submitted by a participating contractor for Early Replacement (ER) rebates must satisfy the following requirements:

1. The 12 SEER baseline for existing equipment to qualify for ER incentives is NOT based on degraded SEER – it is what is on the nameplate. Where possible, contractors should find and report the actual baseline.

2. While not a reporting requirement, contractors must verify that there is a temperature drop across the coil to qualify for ER rebates. Fraud will not be tolerated.

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Section 4: Rebate Application and

Processing

4.1 Timely Application Submissions

4.2 Online Intake Tool and Live Chat

4.3 Application Paperwork Requirements

4.4 Flaw Letters and Response

4.5 Payment Timeline

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SECTION 4: REBATE APPLICATION AND

PROCESSING

4.1 Timely Application Submissions

Applications must be submitted by the participating contractor via the OIT within 30 business days of the equipment installation/TEA date. Applications will be submitted

electronically and support documentation can be uploaded either electronically by scanning and uploading into the OIT, or faxed into the processing center with an attached fax cover sheet. Faxed documents can be sent to processing after the application has been submitted on the online portal. These documents must be received by processing within five business days of the submission of the application from the online portal. Applications with supporting documents that are not submitted within the fi ve-day time period will go to flaw status and will be subject to the flaw resolution process.

4.2 Online Intake Tool (OIT)

All applications must be submitted by the Participating Contractor through the OIT. The OIT manual and training materials are available for download from the OIT.

4.2.1 Live Chat

Live online help is available through the OIT. By launching the Live Chat window, a live chat representative can answer questions related to the program and the OIT application process. Directions for accessing Live Chat are provided in the OIT manual, available for download from the OIT.

4.3 Application Paperwork Requirements

4.3.1 New Equipment

With each customer equipment application, the following documents are required:

 Invoice with model and serial numbers for installed equipment

 Commissioning report required only for Ground Source Heat Pump installations

 AHRI Certificate (not required but strongly recommended)

 Rebate Reassignment Form (if necessary)

 Note: Terms and Conditions must be provided to the customer. The contractor can choose to either leave them with the customer or the have them signed by the customer. The Terms and Conditions are not required to be submitted with the application.

However, there is a check box on the OIT that must be checked off indicating that they were either signed or left with the customer.

4.3.2 Rebate Reassignment

The rebate reassignment form can be used for several purposes. It may be used in the landlord-tenant situation or in the event that the Ameren Missouri account holder at the premise address

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wishes to reassign the rebate to someone else. It can also be used to provide “instant rebates” to your customers with the rebate reassigned to the contractor. In this case, please be sure to clearly explain the rebate reassignment/instant rebate process to your customer.

4.4 Flaw Letters and Response

If documentation or information is missing from an application, the application will be placed in “flaw” status. Any rebate application placed in “flaw” status must be resolved within 10 business days of the initial flaw notification. During that 10-day period, a series of three emails describing the missing or incomplete information and/or supporting documentation will be sent to the Point of Contact as identified on your CPA at the time of application review. Account Managers may also reach out to the contractor or the customer to obtain the missing information. Applications cannot be paid while they remain in flaw status. If no response is received after all efforts to contact the contractor and customer have been exhausted, the application will be cancelled, and the customer will not receive a rebate.

4.5 Payment Timeline

Your customers can expect to receive their rebate four to eight weeks after the completed application is submitted. If an application does not include all required documents, this will increase the processing time. Once an application has been reviewed and approved, the customer should allow four weeks to receive the rebate check.

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Section 5: QA/QC Review Process

and Field Inspection Procedures

5.1 Introduction

5.2 Administrative Review

5.3 Field Inspection Review

5.4 Customer Survey

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SECTION 5: QA/QC REVIEW PROCESS AND FIELD

INSPECTION PRODUCURES

5.1 Introduction

The goal of this Quality Assurance/Quality Control (QA/QC) process is to verify that applications in the Program are meeting all Program requirements. One-hundred percent (100%) of

applications will receive an administrative desktop QA/QC review, and a portion of applications will receive in-field inspections to verify equipment installed/TEA results.

5.2 Application Review

The administrative desktop QA/QC will thoroughly review all documentation submitted with an application and will verify the customer is eligible for the Program. This review will verify the eligibility of the equipment installed/service performed and that all applications were completed in accordance with Program requirements.

5.2.1 Rebate Approval

ICF will review all applications to ensure consistency and accuracy. This administrative review confirms that all installed measures are eligible under Program guidelines. Once the rebate application is approved, Program staff will process the rebate for the customer. A completion confirmation and customer satisfaction survey will be sent to the customer e-mail address on file once processing is completed.

5.3 Field Inspection Review

The Program’s field inspection procedures include the selection and scheduling of specific field inspections, conducting the actual field inspections and documenting the findings of the field inspection.

The selection criteria used to determine specific inspections is random with an emphasis on contractors new to the Program, contractors that have a history of completing jobs that do not fully meet Program or other technical standards, and contractors that are very actively involved in the Program on a monthly basis. In addition, all customer complaints will be reviewed

administratively and, if necessary, in the field to best resolve each situation.

5.3.1 Equipment Installation QAQC

Equipment data entered into the OIT will be used to determine the model and serial number of the equipment and compared to the QA/QC data.

5.3.2 TEA QAQC

Contractor post-test measurements will be compared to QAQC test measurements to verify the data submitted to the program.

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5.4 Customer Survey

All customers that provide an email address with their rebate application receive an email inviting them to participate in the customer survey, online at hvac.questionpro.com. Customers also receive an invitation to participate in their survey via the rebate check letter.

5.5 Phone QA/QC

The Program performs routine phone QAQCs to participating contractors to assure they are meeting expectations of customer service as specified in the participating contractor agreement and secure the integrity of the Program by verifying participating contractors are presenting the Program to customers in an accurate and professional manner.

The expectations for the contractors are to:

1. Proactively offer and promote the TEA services and equipment replacements that are eligible for incentives from Ameren Missouri.

2. Present the information about the program, the benefits of participation, and Program participation requirements positively, accurately, and in a professional manner. All phone QA/QCs are reviewed and assessed for participating contractor performance.

5.6 Feedback to Contractor and Corrective Action

Repetitive errors identified through QA/QC procedures will be addressed with the contractor through mentoring and re-training by their Account Manager. Failure of the contractor to accept re-training requirements results in their removal from the Program. See Section 2.3 for

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Section 6: Tune-Up Plus Ameren

Missouri Efficiency Analysis

6.1 Program Participation

6.2 TEA Data Collection Requirements

6.3 Paperwork Requirements

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SECTION 6: TUNE-UP PLUS AMEREN MISSOURI

EFFICIENCY ANALYSIS

6.1 Program Participation

The main purpose of the Tune-Up Plus Ameren Missouri Efficiency Analysis (TEA) is to drive customer participation in the new equipment program. When an equipment unit is old and is not operating efficiently, customers are encouraged to replace the equipment with a new unit. FAQs, talking points, and call flow outline for customer calls regarding the TEA program are available for download from the OIT. The call flow outline provides information to determine if a customer is eligible for the Ameren Missouri rebate. These documents also provide guidance on how to explain what the TEA is and how to highlight the benefits of having an Ameren Missouri Efficiency Analysis performed along with the participating contractor’s tune-up.

All general eligibility requirements listed in Section 2 are applicable to the TEA program, in addition to the following items.

6.1.1 Customer Participation Eligibility

 TEAs must be completed by a participating contractor who has participated in both TEA-specific training courses (program orientation and technical) offered by the Program and has signed a TEA participation agreement.

 Each HVAC system will be eligible for only one TEA rebate between January 1, 2013, and December 31, 2015; the TEA must occur at least one year after the installation of the system.

 The existing system must have a rated cooling capacity of at least 1 ton through 5 tons to be eligible for a TEA rebate.

 Receipt of a TEA rebate does not affect eligibility for existing equipment replacement rebates.

The Ameren Missouri Efficiency Analysis must be performed along with and at the same time as a tune-up service from a participating contractor.

6.1.2 Contractor Participation Requirements

In addition to all items listed in section 2.2.1, contractors must sign and submit a 2015 TEA Contractor Participation Agreement and complete the required TEA-specific trainings, including both the program orientation training and the technical training. By signing the 2015 TEA CPA, contractors agree to all requirements listed in the TEA CPA. A blank version of the 2015 TEA CPA is available for download from the OIT. Contractors must also comply with the pre/post testing requirements as described in Section 6.2, as well as the items below.

 Contractors must provide each customer with a TEA report providing information on the

operating efficiency of the rebate system. A template for the report is available for download from the OIT.

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 Contractors will place up information stickers on each equipment unit when a tune-up is completed. TEA stickers are available from your Account Manager.

 Contractors agree to submit a minimum of three TEA rebate applications in the most recent 180-day period while participating in the Ameren Missouri Heating and Cooling Program.

6.2 TEA Data Collection Requirements

6.2.1 Testing and Data Collection Requirements

All data fields required on the TEA pre/post-test or the single test data collection forms must be accurately completed, and the worksheet must be submitted with the rebate application. Sample data collection worksheets are provided on the OIT.

Please see Section 6.3 for additional rebate application submission requirements.

6.2.2 TEA Pre/Post Testing Requirements

Process Plan for All Contractors

1) All contractors will be required to submit 10 percent of all TEAs submitted each month as Pre- and Post-test.

Note: Program rules in 2014 were that no post-test was required if the pre-test was 85 percent or above. That rule is no longer applicable with this change - the 10 percent sampling requirement applies to all systems submitted for a rebate, regardless of pre-test efficiency.

2) In order to facilitate monitoring, pre/post and single-test check boxes are included on the OIT. One option must be selected in order to move forward with the application process.

3) If a contractor does not meet the required amount of Pre- and Post-test requirements (10 percent), they will be subject to re-training and a make-up plan to achieve the required Pre and Post tests. Failure to comply may result in suspension or removal from the program.

 Contractor will be notified by email and by their Account Manager whenever the minimum monthly submissions are below the required 10 percent and provide the amount needed to get back into compliance.

4) Each contractor will be monitored by their respective Account Manager on a weekly and monthly basis using a monthly report from VisionDSM. This report will be sent monthly to each contractor detailing their status, but can be run more frequently on an as-needed basis. The report will be sent to the main point of contact identified on the Contractor Participation Agreement.

5) Applications will continue to be flawed when the application cannot be processed as submitted and/or when required information is missing. If an application submitted as pre/post-test is missing pre-test data but can be otherwise processed and paid to the customer, it will not be flawed. However, the application will not count toward the

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10 percent requirement. The flaw process will depend on which box is checked

during the OIT submission process.

Contractors who Submitted 10 or Fewer Applications in the 2014 Program

1) Contractors that submitted fewer than 10 applications in 2014 will be subject to items 1 through 3 below. If issues are identified with the below requirements, contractor is subject to de-listing from the Program website until the issues are resolved and additional re-training/mentoring by the contractor’s Account Manager has been successfully completed.

New Contractors to the Program

1) New contractors joining the Program will be required to submit the first 10

applications with Pre- and Post-test TEAs. If one or more of the first 10 applications does not meet this requirement, the contractor will be required to continue submitting Pre and Post Test TEAs until the 10-application requirement has been successfully completed.

a. If the desktop data quality review flaw rate of the first 10 applications is below 20 percent, the contractor will be able to submit single test TEAs. However, if the flaw rate, per bullet 5 above, of the first 10 applications is greater than 20 percent, the contractor must continue submitting Pre- and Post-test TEAs until the flaw rate minimum has been met.

2) Once the contractor has successfully submitted 10 Pre- and Post-test TEAs, the contractor will be able to submit single test TEAs per the requirements above. 3) When the new contractor reaches 100 applications, 10 percent of all applications

each month going forward will be required to be Pre- and Post-test.

6.2.3 Efficiency Analysis Report

This report will allow contractors to communicate the technical aspects of the Efficiency Analysis. It will provide a benchmark for current capacity versus nominal capacity and provide recommendations to customers for improvements. Specifics aspects of the form include:

 Space for posttest efficiency percentage

 Red/yellow/green system efficiency color coding intended to show the condition of the system as a whole, including system efficiency percentage, age, SEER rate, condition of duct system, etc.

 Recommendations check list and free-text area to indicate the best next steps to your customer

The analysis report template will be supplied to the contractor by the Program. Contractors are required to complete the report and provide a copy to the customer.

6.3 Paperwork Requirements

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 TEA data collection form, either the single or pre/post-test worksheet, for each equipment serviced

 Invoice, including

– date of service

– Name and address of Ameren Missouri residential electric account holder

 Rebate Reassignment Form (if necessary)

 Note: Terms and Conditions Leave Behind must be left with the customer or the Terms and Conditions Form must be signed by the customer. No paperwork is required to be submitted with the application. However, there is a check box on the OIT that must be checked off indicating this step was completed.

 The contractor must provide the TEA customer-facing report to the customer as part of the tune-up service.

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Section 7: Marketing Policies and

Procedures

7.1 Co-Branding Guidelines

7.2 Publicity Toolkit

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SECTION 7: MARKETING

7.1 Co-Branding Guidelines

Active contractors participating in Ameren Missouri’s Heating and Cooling program are encouraged to promote their affiliation with the program through marketing and advertising efforts. Ameren Missouri encourages participating contractors to co-brand with the utility and the Heating and Cooling program, but requires that all co-branded materials (e.g., newspaper ads, website pages) follow the co-branding guidelines available for download from the OIT.

All co-branded materials must be approved by Ameren Missouri prior to use by participating contractors. Please work with your account manager to obtain approval. Review times will vary – be sure to allow at least a week for Ameren Missouri to complete the review process. Please make sure to follow the branding guidelines to avoid delays in approval. Please direct any questions regarding this process to your account manager. During the review process, Ameren Missouri and the program team will provide feedback on adherence to the co-branding

guidelines, as well as any tips on best practices that can improve the quality and effectiveness of your co-branded advertisement.

Your account manager and the program marketing support team are here to help you. Reach out to your account manager with any questions as you are developing or preparing any co-branded marketing pieces for the review process.

Co-branding templates, as well as logo use guidelines, are provided on the OIT.

7.2 Publicity Toolkit

A publicity toolkit has been designed to help Heating and Cooling participating contractors like you take advantage of the Heating and Cooling program to promote your business.

Act now and spread the word to customers:

 Take advantage of co-op marketing funding from Ameren Missouri to help pay for advertising

 Brand your company with the help of Ameren Missouri for a polished, professional look

 Update your website

 Write newsletter articles to improve your business

 Post success stories on Facebook and Twitter – tag us so our followers can see it too!

 Share success stories at industry trade meetings

The publicity toolkit contains resources, sample content, and tips for growing your business. Share this with the team responsible for marketing and advertising so that your company can take full advantage of the program. The entire publicity toolkit is available for download from the OIT.

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Section 8: Health and Safety

8.1 Technician Safety

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SECTION 8: HEALTH AND SAFETY

8.1 Technician Safety

It is the responsibility of the entity performing the work to initiate and maintain programs that comply with applicable Occupational Safety and Health Act (OSHA) Regulations (29 CFR 1910 & 1926) and any other applicable federal or state laws enacted to protect worker safety. All technicians performing diagnostic tests, inspections, or installations, must have access to all necessary personal safety equipment required by OSHA. Required safety equipment includes, but is not limited to:

 Fitted respirators with canister filters

 Dust masks

 Gloves

 Protective clothing

 Safety glasses

 Hard hats, as required

Technicians must be trained in proper use and applications for these devices and must adhere to OSHA regulations when on the job site.

All hand tools, power tools, ladders, and diagnostic equipment must be handled and used in a safe manner and kept in good working condition. Equipment and diagnostic tools must be maintained and calibrated according to manufacturer’s specifications.

A copy of the Material Safety Data Sheets (MSDS) for all materials used on the job and installed in the home must be kept on each crew vehicle and made available to all workers and clients upon request.

Where the presence of asbestos, lead, mold, and/or other potentially hazardous material is known or suspected, all relevant state and federal (EPA) guidelines must be followed to ensure technician and occupant safety.

Respirators with filter cartridges must be worn when working in areas where exposure to airborne mold, asbestos, lead, fiberglass, or formaldehyde is a risk.

Carbon monoxide levels in the ambient air around the technician must be monitored throughout all combustion safety tests. Diagnostic evaluations and inspections must be aborted if ambient CO concentrations greater than 35 ppm are recorded. CO producing appliances must be disabled and repaired before proceeding with additional diagnostics or inspections.

Refer to Building Performance Institute (BPI) Standards on combustion safety for complete requirements applicable to carbon monoxide exposure limits and action levels.

8.2 Occupant Health and Safety

The homeowner must be notified of any health and safety hazards identified during the course of inspections and installations in the home. These hazards include, but are not

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limited to: indoor air contaminant sources, moisture problems, structural problems, electrical problems, and fire protection issues. Wherever problems are identified or suspected that fall outside the technician’s area of expertise, the technician must inform the client of the

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SECTION 9: TERMINOLOGY AND FAQS

Terminology

Acronyms used in this Contractor Guidebook are summarized below:

AHRI: Air-Conditioning, Heating, and Refrigeration Institute ASHP: Air Source Heat Pump

CAC: Central Air Conditioner

CPA: Contractor Participation Agreement DFHP: Dual-Fuel Heat Pump

ECM: Electronically Commutated Motor EER: Energy Efficiency Ratio

EE: Energy Efficiency ER: Early Replacement ROF: Replace on Fail

GSHP: Ground Source (Geothermal) Heat Pump OIT: Online Intake Tool

QAQC: Quality Assurance/Quality Control SEER: Seasonal Energy Efficiency Ratio

TEA: Tune-Up Plus Ameren Missouri Efficiency Analysis

FAQs

Frequently asked questions pertaining to the program and their answers are provided below. Please consult your Account Manager for any additional unanswered questions.

Question: How will I receive important updates regarding program policies and events? Answer: The program will notify all contractors via email when a program policy changes or

when a program event has been scheduled. Please add [email protected] your contact list to avoid missing these important emails. Otherwise, they may be sent to your spam folder.

Question: Does the Program require pulling a permit for the installation of HVAC equipment? Answer: No, the Program does not require permits. However, your city and/or county may

require permits.

Question: May another manufacturer’s indoor coil be installed with an alternate brand outdoor

unit to qualify?

Answer: Only if the indoor coil is listed in the AHRI directory as an approved match with the

required SEER rating.

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Answer: All rebates are paid to the customer/account holder by default. If the customer and

contractor agree to reassign the rebate to the contractor, a rebate reassignment form must be completed and submitted with the application. To minimize any rebate processing delays, all applications must submitted within 30 days of the installations or services.

Question: My customer rents their home and wants to take advantage of the rebates. Are they

eligible?

Answer: Yes, although your customer first needs their landlord’s permission. In addition, the

rebate will be sent to the name on the Ameren Missouri residential electric account at the address. If the check needs to be sent to a different name, a rebate reassignment form must be submitted with the application.

Question: My customer is a landlord and wants to take advantage of the rebates for one of their

properties. Are they eligible?

Answer: Yes. The rebate check will be sent to the name on the Ameren Missouri residential

electric account at the address. If the check needs to be sent to a different name, a rebate reassignment form must be submitted with the application.

Question: How will Ameren Missouri help me demonstrate value to my customer? Answer: The program will provide participating contractors with:

 Customer-facing marketing materials

 Contractor sales tips

 Promotion through utility communication channels, such as bill inserts and e-newsletters

 Mass market promotion through print, digital, and radio advertisement

 Inclusion in Ameren Missouri’s EE Rebate and Participating Contractor Finder, an online directory of participating contractors

The Ameren Missouri website, AmerenMissouri.com/hvac, a toll-free customer hotline (1.877.215.5752) and email address ([email protected]) provide additional program information and leads for your business.

Question: How do I get listed on the Program website?

Answer: All participating contractors receive a blank list of Ameren Missouri territory ZIP codes

when they sign their CPA. Contractors must fill this out and return it to their Account Manager in order to be listed on the Program website. In this listing, contractors should also select which services they wish to be listed as providing.

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Question: Can my company be listed under more than one name on the Program website? Answer: Yes. Please indicate this at the time of CPA signing or via communication to your

Account Manager. If a contractor wishes to have several OIT logins (one for each company), they must provide different email addresses for each in order to create OIT access.

Question: How do I get a copy of the Program documents?

Answer: All Program documents are available for electronic download from the OIT. You can

also contact your Account Manager.

Question: I don’t know who my Account Manager is. What should I do?

Answer: Contact us at [email protected], and we will connect you to your assigned Account Manager.

Question: I want to include the rebate chart on my company’s website. Is that okay? Answer: All references to the program includes on your website must be reviewed and

approved by Ameren Missouri prior to publication. Please send a mock-up of your website to your Account Manager, and they will assist in the approval process.

For more information regarding co-branding rules, please see Section 7: Marketing.

Question: How will I know if the Program is at maximum capacity?

Answer: The bi-monthly newsletter provides regular updates on remaining incentives. You can

ask your Account Manager.

Question: How do I track the status of a rebate application for my customer?

Answer: You can locate the status of your customers’ rebates by contacting your Account

Manager, calling the toll-free number (1.877.215.5752), or emailing the program at

[email protected].

Question: How many new equipment or TEA rebates can a customer qualify for if they have

multiple systems in their home?

Answer: The customer can qualify for new equipment rebates on each system. There is no limit

on new equipment rebates during the program cycle. Each system is eligible for one TEA rebate in the three-year program cycle.

Question: How do I locate an AHRI certificate when the existing equipment (furnace or air

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Answer: In cases where the indoor equipment manufacturer differs from the outdoor equipm ent

manufacturer, the AHRI equipment type selected would be RCU-A-C: Split System: Air-Cooled Condensing Unit, Coil Alone.

Question: How long does it take for a customer to receive their rebate check after a flaw has

been cleared on the application and processing has been completed?

Answer: Once an application has been approved, they should receive their check in six to eight

weeks.

Question: When do I have to use the Cold Weather Commissioning Report? Answer: The commissioning report is no longer required in 2015. If cold weather

commissioning is needed for a GSHP install, it should be used when the temperature outside is less than 65° F.

Question: How will customers know the cutoff date for the program is December 15 and not the

end of December?

Answer: This information is provided on the program Terms and Conditions. Contractors should

also make sure to communicate this to customers during their interactions.

Question: What are the hours for Live Chat on the OIT? Answer: Monday through Friday, 8 a.m. – 5 p.m. CST

Heating and Cooling Program Contractor Guidebook