Victorian/Tasmanian installations of internally-installed, Brivis/Rinnai StarPro High Efficiency ducted Condensing Gas heaters connected to plastic flue systems, with in-ceiling or underfloor installations.

The applicable Brivis/Rinnai StarPro internal models are :

• HX15i, HX23i, HX30i, HX35i
• SP615i, SP623i, SP630i, SP635i
• SP615U, SP623U, SP630U, SP635U (Internally installed only)

All other Brivis/Rinnai products are not affected or included.

Visit our dedicated website at  starpro6audit.rinnai.com.au and follow the prompts or call us on 1300 364 559. Our preference is for you to contact us using the website as this will enable us to implement the audit program as quickly and effectively as possible.

If your heater is affected, Rinnai will arrange for a service technician to conduct an installation audit and replace the flue adapter at no charge to you.

You don’t need to take any action. The program applies only in Victoria and Tasmania.

Any queries you have about this program should be directed to the gas regulating authority in your state or territory.

If the flue adaptor has deteriorated, it may result in condensate seepage from the exhaust flue and, in some isolated cases, potentially causing minor moisture damage to the heater cabinet or ceiling. This is not an appliance safety risk for the occupants.

Note: condensate from the base of the heater is discharged by a field-supplied condensate drain – this is a separate plumbing requirement that is fitted by the licensed installer and is unrelated to this program.

There have been no reports of injury, only minor water damage.

Yes. The heater remains safe to operate.

The program involves inspecting and replacing the flue adapter for affected heaters. It also includes inspection of the overall flue system that was specified, supplied and fitted by the licensed installer.

The part replacement work will only take several minutes.

Rinnai will call on our extensive network of service technicians which will enable us to respond in the shortest reasonable time frame.

We are unable to provide a firm time frame but are committed to completing the audit to ensure the installed product is remediated as soon as possible and will inform you of a firm date as soon as we can. In many cases, routine service calls can add this small task, and should do so at no extra cost to you.

Yes, an adult will need to be present during our visit, as the service technician needs to enter your home to be able to access the internal ducted heater and flue system and carry out the audit to ensure the installed product is remediated. We apologise for this inconvenience.

We will endeavour to carry out the free installation audit to ensure the installed product is fully restored at a time that minimises inconvenience to you. We are unable to offer compensation for having to take time off work.

Rinnai is undertaking this audit program as a remedial measure at no charge to our customers.

Rinnai/Brivis appliances have always been regarded by the trade and customers as extremely safe and reliable. Our track record over 45 years has been excellent, and we believe the fact that this in-home audit is being done at no charge is consistent with our reputation for standing behind the quality of our products and offering excellent customer service.

External models are not included because there is no risk of water damage to the premises.