Document 1.
Notice to Service Providers
To
All Insulation and Heating Service Providers
Subject
COVID-19 threat escalation – Warmer Kiwi Homes Programme temporarily on hold
Date
25/03/2020
Reference Number
NTSP 021
Purpose
Clarify EECA’s position following the announcement of the COVID-19 pandemic threat
level escalation on 23 March 2020.

Announcement on COVID-19 on 23 March 2020

1.  On 23 March the Prime Minister announced New Zealand was moving immediately to Level 3 on the COVID-19
Alert System.  The country is preparing and will move to Alert Level 4 at 11.59pm on Wednesday 25 March 2020.
What does this mean for the Warmer Kiwi Homes programme?

2.  This means installing insulation and heaters through the Warmer Kiwi Homes programme is on hold for at
least 4 weeks, until the risk decreases.  As advised by email, this took effect from 5pm on Monday 23 March.

3.  We will contact Service Providers when the risk level decreases.

What does EECA need Service Providers to do?

4.  Contact all clients where jobs are booked and inform them that the programme is temporarily on hold for at
least 4 weeks, until the risk level decreases.

Next steps

5.  The WKH tool has been taken down and has been replaced by a form where applicants can leave their details to
be contacted once the programme is up and running again.

6.  Service Providers are advised to use official websites for accurate and up to date information on COVID-19.
  Ministry of Health (they are the experts)
https://www.health.govt.nz/our-work/diseases-and-conditions/covid-19-novel-coronavirus

  NZ Government website for you and your business
https://covid19.govt.nz/

Notice to Service Providers 021  COVID 19 Threat Escalation – WKH Programme temporarily on hold | 25/03/2020
1

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY

Eddie Thompson
Warmer Kiwi Homes – Programme Manager

Notice to Service Providers 021 COVID 19 Threat Escalation – WKH Programme temporarily on hold | 25/03/2020
2

Document 2.
Notice to Service Providers
To
All Insulation and Heating Service Providers
Subject
COVID-19 Customer interaction Protocol
Date
22/04/2020
Reference Number
NTSP 024
Purpose
  To communicate the WKH programme response at each COVID-19 Alert System
level, and
  Set programme minimum requirements for Service Providers when interacting with
customers to ensure customer safety and a consistent programme approach.
Introduction
1.  A key objective of the Warmer Kiwi Homes programme is to prevent respiratory hospitalisation through
installing insulation and clean heating in New Zealand homes.
2.  The situation with COVID-19 is dynamic and the Government has issued a national four-level Alert  System to
guide New Zealanders and businesses on what to do and what to expect if the area they are in is subject to one of
these alert levels. On the 16 April 2020 clarification of permitted activities at alert level 3 was published. For more
details on the national alert levels see www.covid19.govt.nz/alert-system/covid-19-alert-system/
3.  This protocol document sets out the Warmer Kiwi Homes programme response at each of the national alert levels
and sets minimum requirements for Service Providers when interacting with customers at each alert level. This
is to ensure customer safety and a consistent approach to customer engagement and interaction by service
providers through the programme.
4.  The national alert levels, Ministry of Health guidance and a Warmer Kiwi Homes working group has been used to
develop this guidance. When new guidance is made available this Customer Interaction Protocol document will be
reviewed, updated and reissued as needed.
Service Provider Health & Safety
5.  Service Providers are ultimately responsible for the health and safety of their staff and sub-contractors.
6.  This document does not specify health and safety requirements for Service Providers to mitigate the risk of
Covid-19 to their staff and sub-contractors. Service Providers must develop their own responses to keep their
staff and sub-contractors safe.
7.  On the 16th April Construction Health and Safety New Zealand (CHASNZ) published “COVID-19 Health and Safety
Protocols for New Zealand Residential Construction Sites”.
8.  CHASNZ (Construction Health and Safety NZ), in conjunction with the joint government/industry Construction
Sector Accord, have developed and published detailed construction health and safety standards and protocols for
the residential, civil and vertical sectors. They can be found at https://www.chasnz.org/covid19
9.  These protocols should be in place in order to work safely under Alert Levels 2 and above. Some additional
resources are included at the end of this Protocol for your information.
10.  If at any time a Service Provider feels unsafe or uncomfortable visiting houses as part of the Warmer Kiwi Homes
Programme, please contact EECA and you can be taken off the tool temporarily so you receive no further leads
Notice to Service Providers 024 COVID-19 Customer Interaction Protocol
| 22/04/2020
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ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
and current leads can be redistributed if necessary. There is no pressure to continue with the programme if the
situation feels unsafe for your staff or sub-contractors.
Warmer Kiwi Homes Response to New Zealand COVID-19 Alert Levels
11.  For more details on the alert levels see www.covid19.govt.nz/alert-system/covid-19-alert-system/. Alert Level
definitions may change and EECA will update responses when required and reissue this notice.

Alert Level
Programme Response
Customer Engagement
Note: Can be applied Nationally or by TLA
Service Provider Minimum Requirements
Level 4 - Eliminate
Programme suspended
• No visits to customer homes
Likely that disease is not
• No grants for any installs during this period
# See heating note below
contained
• WKH tool not providing leads to Service Providers

• Marketing of programme restricted to digital search
• Collecting details of interested customers via website
Level 3 - Restrict
Programme fully operational
• Call screening of customers before visit
Heightened risk that
• Some Travel restrictions may apply
• No sick personnel onsite
disease is not contained
• Physical distancing onsite
• Follow hygiene requirements onsite
• Effective contact tracing of Service Provider & sub-
contractors staff
Level 2 - Reduce
Programme fully operational
• Call screening of customers before visit
Disease is contained,
• Some Travel restrictions may apply
• No sick personnel onsite
but risks of community
• Physical distancing onsite
transmission growing
• Follow hygiene requirements onsite
• Effective contact tracing of Service Provider & sub-
contractors staff
Level 1 - Prepare
Programme fully operational
WKH has no additional requirements under Alert Level 1
Disease is contained

Notes:

At all levels EECA staff will remain available, claims assessed and grants paid, call centre active andwebsite available

The alert levels may be applied at a town, city, and territorial local authority, regional or national level, however EECA can apply the
alert nationally or by TLA.

Different parts of the country may be at different alert levels. We can move up and down alert levels

Heating while at Alert level 4 - if a homeowner has no heating source and a heating install has been put on hold because of COVID-19,
then the first step is recommending the purchase of a plug-in electric heater online. In extreme cases where this is not possible let EECA
know via your contract manager.
Service Provider Minimum Requirements
Screening call of customers before visit
Notice to Service Providers 024 COVID-19 Customer Interaction Protocol
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ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
12.  Service Providers MUST complete a screening call before visiting a house for any reason, to:
i)  Check and get additional customer contact details (if required), must have at least two methods with one
being email if available.
ii)  determine if it is safe to visit the house (occupants are well and have not been required to self-isolate),
iii)  determine that the customer has given permission for you to visit,
iv)  inform the customer of what you will do onsite during the visit, and
v)  inform the customer of what you require them to do while your staff and/or sub-contractors are onsite.

Note: Customers may be required to self-isolate, if they:
  have recently returned from overseas, or
  have COVID-19 and have been directed to self-isolate by a healthcare professional, or
  have had close contact with someone with COVID-19  and a healthcare professional has required them to
self-isolate (they maybe awaiting test results).

13.  Service Providers MUST NOT visit the house if any person living in the house:
i)  has been required to self-isolate, or
ii)  has COVID-19 symptoms (i.e. a fever (over 38oC), or Dry cough or Shortness of breath), or
iii)  does not give the Service Provider permission to visit.

14.  A pre-appointment screening call and/or email to the customer with all the information in the screening call
flowchart in Appendix 1 and information in clause 12 above MUST occur at the time the appointment is made to
visit.
15.  In addition, a call MUST be made to the customer within 24 hours of the appointment to ensure it is still safe and
they give you permission to visit.
16.  There MUST NOT be any unannounced visits to a house i.e. door-to-door selling.

Note: You should be prepared to be questioned by the customer about the procedures you have in place to ensure the
safety of those in the house.

No Sick Personnel onsite
17.  Any Service Providers staff or sub-contractors who might have been in contact with COVID-19 or who show signs
of COVID-19 symptoms (i.e. a fever (over 38oC), or Dry cough or Shortness of breath) MUST NOT visit a
customer’s house until they have been symptom free for 48 hours or are cleared to work by a medical
practitioner.
18.  For guidance on how to identify if your staff or sub-contractors should be at work or stay at home refer to the
flowchart in appendix 1 of the COVID-19 Health and Safety Protocols for New Zealand Residential Construction
Sites available here www.chasnz.org/covid19

Physical Distancing onsite
19.  All Service Provider staff or sub-contractors MUST maintain at least a 2m distance from any occupant in the
house. Anyone living in the house should stay in a room that is not being entered by your staff or sub-contractors
during their visit.
Notice to Service Providers 024 COVID-19 Customer Interaction Protocol
| 22/04/2020
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ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
20.  Special care should be taken in access ways and areas that both Service Provider and house occupants need to
access during the Service Providers time onsite. Service Providers should develop and communicate a plan to
maintain physical distancing.

Note: how your staff or sub-contractors and the customer communicate safely while onsite MUST be determined and
communicated to the customer prior to your staff or sub-contractors arrival onsite.

Follow Hygiene Requirements
Background:
21.  Basic hygiene measures are the most important way to stop the spread of COVID-19. Basic hygiene measures
include:
i)  hand hygiene – that is, washing hands regularly with soap and water, or cleansing with hand sanitiser
ii)  coughing or sneezing into a tissue or your elbow and then performing hand hygiene, and
iii)  cleaning surfaces regularly.

Minimum Requirements:
22.  All Service Provider staff or sub-contractors MUST have easy access to hand sanitiser (>60% alcohol) or soap
and water (cold water is still effective) while onsite and use it as a minimum before and after any visit.
23.  If Service Provider staff member or sub-contractor does cough or sneeze while onsite, they MUST do so into a
tissue or their elbow and use hand sanitiser or soap and water immediately afterwards.
24.  Before leaving the site, Service Provider staff or sub-contractors MUST wipe down any areas inside the house
they have touched (e.g. door handles, ceiling hatches, switchboard etc) with a suitable disinfectant or soap.

Note: See Ministry of Health website for a video on how to use hand sanitiser and handwashing with soap
https://www.health.govt.nz/our-work/diseases-and-conditions/covid-19-novel-coronavirus/covid-19-novel-
coronavirus-information-specific-audiences/covid-19-advice-essential-workers-including-personal-protective-
equipment/personal-protective-equipment-use-non-health-essential-workers

Effective contact tracing of Service Provider & sub-contractors staff
25.  Contact tracking is an important tool to contain any clusters of the COVID-19 virus and stop it from spreading.
Warmer Kiwi Homes Service Provider staff and sub-contractors enter a large number of occupied houses every
week. If a staff member or a home occupant at an address a staff member attended become unwell or become
aware they have had contact with a suspected COVID-19 case, then having this information readily available is
critically important.
26.  Service providers MUST implement an effective staff and sub-contractor contact tracking system to meet the
contract tracing requirements as specified in the Emergency Management Protocols section of the COVID-19
Health and Safety Protocols for New Zealand Residential Construction Sites available here
www.chasnz.org/covid19
27.  As a minimum this system MUST record the Service Provider and sub-contractor staff names who attended an
address, the date they attended and the time they arrived and left the site.

Note: It is likely that the Ministry of Health will shortly be rolling out a tracing app for mobile phones.  EECA will very
likely make the use of this app mandatory by Warmer Kiwi Homes Service Providers.

Notice to Service Providers 024 COVID-19 Customer Interaction Protocol
| 22/04/2020
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ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Additional Resources
28.  Service Providers are responsible for the health and safety of their staff and sub-contractors. Below are some
links to information published by the Ministry of Health, WorkSafe New Zealand and CHASNZ that will be helpful
when determining your health and safety response to COVID-19.

29.  Service Providers should continue to monitor information from official websites in order to get accurate and up
to date information on the changing situation with COVID-19.
i)  NZ Government COVID-19 website for you and your business: www.covid19.govt.nz
ii)  WorkSafe New Zealand:  www.worksafe.govt.nz
iii)  Ministry of Health:  www.health.govt.nz
iv)  Construction Health and Safety New Zealand: www.chasnz.org/covid19
v)  The Site Safe website has tools specific for the construction industry. You can find toolboxes for all types
of situations and general information on CV19: www.sitesafe.org.nz/news--events/covid-19/

Notice to Service Providers 024 COVID-19 Customer Interaction Protocol
| 22/04/2020
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ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Appendix 1– Minimum Required Call Screening of Customers
Notice to Service Providers 024 COVID-19 Customer Interaction Protocol
| 22/04/2020
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Document 3.
Notice to Service Providers
To
All Insulation and Heating Service Providers
Subject
COVID-19 Customer interaction Protocol version 2
Date
20/08/2021
Reference Number
NTSP 046
Purpose
•
To communicate the WKH programme response at each COVID-19 Alert System
level, and
•
Set programme minimum requirements for Service Providers when interacting with
customers to ensure customer safety and a consistent programme approach.
Introduction
1.
A key objective of the Warmer Kiwi Homes programme is to prevent respiratory hospitalisation through
installing insulation and clean heating in New Zealand homes.
2.
The situation with COVID-19 is dynamic and the Government has issued a national four-level Alert System to
guide New Zealanders and businesses on what to do and what to expect if the area they are in is subject to one of
these alert levels. On the 16 April 2020 clarification of permitted activities at alert level 3 was published. For more
details on the national alert levels see www.covid19.govt.nz/alert-system/covid-19-alert-system/
3.
On the 17 August 2021 New Zealand Alert level was raised to Alert Level 4 due to community outbreak of the
more contagious Delta variant of Covid-19.
4.
At this time additional requirements were implemented for mask wearing at each Alert level. For detail on
requirements for mask wearing at each Alert level see https://covid19.govt.nz/health-and-wellbeing/protect-
yourself-and-others-from-covid-19/wear-a-face-covering/#latest-update-%E2%80%94-19-august
5.
This protocol document sets out the Warmer Kiwi Homes programme response at each of the national alert levels
and sets minimum requirements for Service Providers when interacting with customers at each alert level. This
is to ensure customer safety and a consistent approach to customer engagement and interaction by service
providers through the programme.
6.
The national alert levels, Ministry of Health guidance and a Warmer Kiwi Homes working group has been used to
develop this guidance. When new guidance is made available this Customer Interaction Protocol document will be
reviewed, updated and reissued as needed.
Service Provider Health & Safety
7.
Service Providers are ultimately responsible for the health and safety of their staff and sub-contractors.
8.
This document does not specify health and safety requirements for Service Providers to mitigate the risk of
Covid-19 to their staff and sub-contractors. Service Providers must develop their own responses to keep their
staff and sub-contractors safe.
9.
On the 16th April 2020 Construction Health and Safety New Zealand (CHASNZ) published “COVID-19 Health and
Safety Protocols for New Zealand Residential Construction Sites”.
Notice to Service Providers 024 COVID-19 Customer Interaction Protocol version 2
| 20/08/2021
1

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
10.  CHASNZ (Construction Health and Safety NZ), in conjunction with the joint government/industry Construction
Sector Accord, have developed and published detailed construction health and safety standards and protocols for
the residential, civil and vertical sectors. They can be found at https://www.chasnz.org/covid19
11.  These protocols should be in place in order to work safely under Alert Levels 2 and above. Some additional
resources are included at the end of this Protocol for your information.
12.  If at any time a Service Provider feels unsafe or uncomfortable visiting houses as part of the Warmer Kiwi Homes
Programme, please contact EECA and you can be taken off the tool temporarily so you receive no further leads
and current leads can be redistributed if necessary. There is no pressure to continue with the programme if the
situation feels unsafe for your staff or sub-contractors.
Warmer Kiwi Homes Response to New Zealand COVID-19 Alert Levels
13.  For more details on the alert levels see www.covid19.govt.nz/alert-system/covid-19-alert-system/. Alert Level
definitions may change and EECA will update responses when required and reissue this notice.

Alert Level
Programme Response
Customer Engagement
Note: Can be applied Nationally or by TLA
Service Provider Minimum Requirements
Level 4 - Eliminate
Programme suspended
• No visits to customer homes
Likely that disease is not
• No Installs or Assessments during this period
# See heating note below
contained
• WKH tool not providing leads to Service Providers

• Marketing of programme restricted to digital search
•
Level 3 - Restrict
Programme fully operational
• Call screening of customers before visit
Heightened risk that
• Some Travel restrictions may apply
• No sick personnel onsite
disease is not contained
• Physical distancing onsite
• Follow hygiene requirements onsite
• Effective contact tracing of Service Provider & sub-
contractors staff
• Required to wear a mask while onsite
Level 2 - Reduce
Programme fully operational
• Call screening of customers before visit
Disease is contained,
• Some Travel restrictions may apply
• No sick personnel onsite
but risks of community
• Physical distancing onsite
transmission growing
• Follow hygiene requirements onsite
• Effective contact tracing of Service Provider & sub-
contractors staff
• Recommended to wear a mask while onsite
Level 1 - Prepare
Programme fully operational
• WKH has no additional requirements under Alert Level 1
Disease is contained

Notes:
•
At all levels EECA staff will remain available, claims assessed, and grants paid, call centre active and website available
Notice to Service Providers 046 COVID-19 Customer Interaction Protocol version 2
| 20/08/2021
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ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
•
The alert levels may be applied at a town, city, and territorial local authority, regional or national level, however EECA can apply the
alert nationally or by TLA.
•
Different parts of the country may be at different alert levels. We can move up and down alert levels
•
Heating while at Alert level 4 - if a homeowner has no heating source and a heating install has been put on hold because of COVID-19,
then the first step is recommending the purchase of a plug-in electric heater online. In extreme cases where this is not possible let EECA
know via your contract manager.
Service Provider Minimum Requirements
Screening call of customers before visit
14.  Service Providers MUST complete a screening call before visiting a house for any reason, to:
i)  Check and get additional customer contact details (if required), must have at least two methods with one
being email if available.
ii)  determine if it is safe to visit the house (occupants are well and have not been required to self-isolate),
iii)  determine that the customer has given permission for you to visit,
iv)  inform the customer of what you will do onsite during the visit, and
v)  inform the customer of what you require them to do while your staff and/or sub-contractors are onsite.

Note: Customers may be required to self-isolate, if they:
•  have recently returned from overseas, or
•  have COVID-19 and have been directed to self-isolate by a healthcare professional, or
•  have had close contact with someone with COVID-19  and a healthcare professional has required them to
self-isolate (they maybe awaiting test results).

15.  Service Providers MUST NOT visit the house if any person living in the house:
i)  has been required to self-isolate, or
ii)  has COVID-19 symptoms (i.e. a fever (over 38oC), or Dry cough or Shortness of breath), or
iii)  does not give the Service Provider permission to visit.

16.  A pre-appointment screening call and/or email to the customer with all the information in the screening call
flowchart in Appendix 1 and information in clause 14 above MUST occur at the time the appointment is made to
visit.
17.  In addition, a call MUST be made to the customer within 24 hours of the appointment to ensure it is still safe and
they give you permission to visit.
18.  There MUST NOT be any unannounced visits to a house i.e. door-to-door selling.

Note: You should be prepared to be questioned by the customer about the procedures you have in place to ensure the
safety of those in the house.

No Sick Personnel onsite
19.  Any Service Providers staff or sub-contractors who might have been in contact with COVID-19 or who show signs
of COVID-19 symptoms (i.e. a fever (over 38oC), or Dry cough or Shortness of breath) MUST NOT visit a
customer’s house until they have been symptom free for 48 hours or are cleared to work by a medical
practitioner.
Notice to Service Providers 046 COVID-19 Customer Interaction Protocol version 2
| 20/08/2021
3

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
20.  For guidance on how to identify if your staff or sub-contractors should be at work or stay at home refer to the
flowchart in appendix 1 of the COVID-19 Health and Safety Protocols for New Zealand Residential Construction
Sites (for the relevant Alert Level) available here www.chasnz.org/covid19

Physical Distancing onsite
21.  All Service Provider staff or sub-contractors MUST maintain at least a 2m distance from any occupant in the
house. Anyone living in the house should stay in a room that is not being entered by your staff or sub-contractors
during their visit.
22.  Special care should be taken in access ways and areas that both Service Provider and house occupants need to
access during the Service Providers time onsite. Service Providers should develop and communicate a plan to
maintain physical distancing.

Note: how your staff or sub-contractors and the customer communicate safely while onsite MUST be determined and
communicated to the customer prior to your staff or sub-contractors arrival onsite.

Follow Hygiene Requirements
Background:
23.  Basic hygiene measures are the most important way to stop the spread of COVID-19. Basic hygiene measures
include:
i)  hand hygiene – that is, washing hands regularly with soap and water, or cleansing with hand sanitiser
ii)  coughing or sneezing into a tissue or your elbow and then performing hand hygiene, and
iii)  cleaning surfaces regularly.

Minimum Requirements:
24.  All Service Provider staff or sub-contractors MUST have easy access to hand sanitiser (>60% alcohol) or soap
and water (cold water is still effective) while onsite and use it as a minimum before and after any visit.
25.  If Service Provider staff member or sub-contractor does cough or sneeze while onsite and are not wearing a
mask, they MUST do so into a tissue or their elbow and use hand sanitiser or soap and water immediately
afterwards.
26.  Before leaving the site, Service Provider staff or sub-contractors MUST wipe down any areas inside the house
they have touched (e.g. door handles, ceiling hatches, switchboard etc) with a suitable disinfectant or soap.

Note: See Ministry of Health website for a video on how to use hand sanitiser and handwashing with soap
https://www.health.govt.nz/our-work/diseases-and-conditions/covid-19-novel-coronavirus/covid-19-novel-
coronavirus-information-specific-audiences/covid-19-advice-essential-workers-including-personal-protective-
equipment/personal-protective-equipment-use-non-health-essential-workers

Effective contact tracing of Service Provider & sub-contractors staff
27.  Contact tracking is an important tool to contain any clusters of the COVID-19 virus and stop it from spreading.
Warmer Kiwi Homes Service Provider staff and sub-contractors enter a large number of occupied houses every
week. If a staff member or a home occupant at an address a staff member attended become unwell or become
aware they have had contact with a suspected COVID-19 case, then having this information readily available is
critically important.
28.  Service providers MUST implement an effective staff and sub-contractor contact tracking system to meet the
contract tracing requirements as specified in the Emergency Management Protocols section of the COVID-19
Notice to Service Providers 046 COVID-19 Customer Interaction Protocol version 2
| 20/08/2021
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ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Health and Safety Protocols for New Zealand Residential Construction Sites available here
www.chasnz.org/covid19
29.  As a minimum this system MUST record the Service Provider and sub-contractor staff names who attended an
address, the date they attended and the time they arrived and left the site.

Notice to Service Providers 046 COVID-19 Customer Interaction Protocol version 2
| 20/08/2021
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ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Additional Resources
30. Service Providers are responsible for the health and safety of their staff and sub-contractors. Below are some
links to information published by the Ministry of Health, WorkSafe New Zealand and CHASNZ that will be helpful
when determining your health and safety response to COVID-19.
31. Service Providers should continue to monitor information from official websites in order to get accurate and up
to date information on the changing situation with COVID-19.
i)
NZ Government COVID-19 website for you and your business: www.covid19.govt.nz
ii) WorkSafe New Zealand: www.worksafe.govt.nz
iii) Ministry of Health: www.health.govt.nz
iv) Construction Health and Safety New Zealand: www.chasnz.org/covid19
v)
The Site Safe website has tools specific for the construction industry. You can find toolboxes for all types
of situations and general information on COVID-19: www.sitesafe.org.nz/news--events/covid-19/
Notice to Service Providers 046 COVID-19 Customer Interaction Protocol version 2
| 20/08/2021
6

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Appendix 1– Minimum Required Call Screening of Customers
Notice to Service Providers 046 COVID-19 Customer Interaction Protocol version 2
| 20/08/2021
7

Document 4.
Notice to Service Providers
To
All Insulation and Heating Service Providers
Subject
COVID-19 Customer interaction Protocol version 3
Date
30/08/2021
Reference Number
NTSP 047
Purpose
•
To communicate the WKH programme response at each COVID-19 Alert System
level, and
•
Set programme minimum requirements for Service Providers when interacting with
customers to ensure customer safety and a consistent programme approach.
Introduction
1.
A key objective of the Warmer Kiwi Homes programme is to prevent respiratory hospitalisation through
installing insulation and clean heating in New Zealand homes.
2.
The situation with COVID-19 is dynamic and the Government has issued a national four-level Alert System to
guide New Zealanders and businesses on what to do and what to expect if the area they are in is subject to one of
these alert levels. On the 16 April 2020 clarification of permitted activities at alert level 3 was published. For more
details on the national alert levels see www.covid19.govt.nz/alert-system/covid-19-alert-system/
3.
On the 17 August 2021 New Zealand Alert level was raised to Alert Level 4 due to community outbreak of the
more contagious Delta variant of Covid-19.
4.
At this time additional requirements were implemented for mask wearing at each Alert level. For detail on
requirements for mask wearing at each Alert level see https://covid19.govt.nz/health-and-wellbeing/protect-
yourself-and-others-from-covid-19/wear-a-face-covering/#latest-update-%E2%80%94-19-august
5.
This protocol document sets out the Warmer Kiwi Homes programme response at each of the national alert levels
and sets minimum requirements for Service Providers when interacting with customers at each alert level. This
is to ensure customer safety and a consistent approach to customer engagement and interaction by service
providers through the programme.
6.
The national alert levels, Ministry of Health guidance and a Warmer Kiwi Homes working group has been used to
develop this guidance. When new guidance is made available this Customer Interaction Protocol document will be
reviewed, updated and reissued as needed.
Service Provider Health & Safety
7.
Service Providers are ultimately responsible for the health and safety of their staff and sub-contractors.
8.
This document does not specify health and safety requirements for Service Providers to mitigate the risk of
Covid-19 to their staff and sub-contractors. Service Providers must develop their own responses to keep their
staff and sub-contractors safe.
9.
On the 16th April 2020 Construction Health and Safety New Zealand (CHASNZ) published “COVID-19 Health and
Safety Protocols for New Zealand Residential Construction Sites”.
Notice to Service Providers 047 COVID-19 Customer Interaction Protocol version 3
| 30/08/2021
1

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
10.  CHASNZ (Construction Health and Safety NZ), in conjunction with the joint government/industry Construction
Sector Accord, have developed and published detailed construction health and safety standards and protocols for
the residential, civil and vertical sectors. They can be found at https://www.chasnz.org/covid19
11.  These protocols should be in place in order to work safely under Alert Levels 2 and above. Some additional
resources are included at the end of this Protocol for your information.
12.  If at any time a Service Provider feels unsafe or uncomfortable visiting houses as part of the Warmer Kiwi Homes
Programme, please contact EECA and you can be taken off the tool temporarily so you receive no further leads
and current leads can be redistributed if necessary. There is no pressure to continue with the programme if the
situation feels unsafe for your staff or sub-contractors.
Warmer Kiwi Homes Response to New Zealand COVID-19 Alert Levels
13.  For more details on the alert levels see www.covid19.govt.nz/alert-system/covid-19-alert-system/. Alert Level
definitions may change and EECA will update responses when required and reissue this notice.

Alert Level
Programme Response
Customer Engagement
Note: Can be applied Nationally or by TLA
Service Provider Minimum Requirements
Level 4 - Eliminate
Programme suspended
• No visits to customer homes
Likely that disease is not
• No Installs or Assessments during this period
# See heating note below
contained
• WKH tool not providing leads to Service Providers

• Marketing of programme restricted to digital search

Level 3 - Restrict
Programme fully operational
• Call screening of customers before visit
Heightened risk that
• Some Travel restrictions may apply
• No sick personnel onsite
disease is not contained
• Physical distancing onsite
• Follow hygiene requirements onsite
• Effective contact tracing of Service Provider & sub-
contractors staff
• Required to wear a mask while onsite
• No personnel to attend independent audits
Level 2 - Reduce
Programme fully operational
• Call screening of customers before visit
Disease is contained,
• Some Travel restrictions may apply
• No sick personnel onsite
but risks of community
• Physical distancing onsite
transmission growing
• Follow hygiene requirements onsite
• Effective contact tracing of Service Provider & sub-
contractors staff
• Recommended to wear a mask while onsite

Level 1 - Prepare
Programme fully operational
• WKH has no additional requirements under Alert Level 1
Disease is contained

Notice to Service Providers 047 COVID-19 Customer Interaction Protocol version 3
| 30/08/2021
2

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Notes:
•
At all levels EECA staff will remain available, claims assessed, and grants paid, call centre active and website available
•
The alert levels may be applied at a town, city, and territorial local authority, regional or national level, however EECA can apply the
alert nationally or by TLA.
•
Different parts of the country may be at different alert levels. We can move up and down alert levels
•
Heating while at Alert level 4 - if a homeowner has no heating source and a heating install has been put on hold because of COVID-19,
then the first step is recommending the purchase of a plug-in electric heater online. In extreme cases where this is not possible let EECA
know via your contract manager.
Service Provider Minimum Requirements
Screening call of customers before visit
14.  Service Providers MUST complete a screening call before visiting a house for any reason, to:
i)  Check and get additional customer contact details (if required), must have at least two methods with one
being email if available.
ii)  determine if it is safe to visit the house (occupants are well and have not been required to self-isolate),
iii)  determine that the customer has given permission for you to visit,
iv)  inform the customer of what you will do onsite during the visit, and
v)  inform the customer of what you require them to do while your staff and/or sub-contractors are onsite.

Note: Customers may be required to self-isolate, if they:
•  have recently returned from overseas, or
•  have COVID-19 and have been directed to self-isolate by a healthcare professional, or
•  have had close contact with someone with COVID-19  and a healthcare professional has required them to
self-isolate (they maybe awaiting test results).

15.  Service Providers MUST NOT visit the house if any person living in the house:
i)  has been required to self-isolate, or
ii)  has COVID-19 symptoms (i.e. a fever (over 38oC), or Dry cough or Shortness of breath), or
iii)  does not give the Service Provider permission to visit.

16.  A pre-appointment screening call and/or email to the customer with all the information in the screening call
flowchart in Appendix 1 and information in clause 14 above MUST occur at the time the appointment is made to
visit.
17.  In addition, a call MUST be made to the customer within 24 hours of the appointment to ensure it is still safe and
they give you permission to visit.
18.  There MUST NOT be any unannounced visits to a house i.e. door-to-door selling.

Note: You should be prepared to be questioned by the customer about the procedures you have in place to ensure the
safety of those in the house.

No Sick Personnel onsite
19.  Any Service Providers staff or sub-contractors who might have been in contact with COVID-19 or who show signs
of COVID-19 symptoms (i.e. a fever (over 38oC), or Dry cough or Shortness of breath) MUST NOT visit a
Notice to Service Providers 047 COVID-19 Customer Interaction Protocol version 3
| 30/08/2021
3

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
customer’s house until they have been symptom free for 48 hours or are cleared to work by a medical
practitioner.
20.  For guidance on how to identify if your staff or sub-contractors should be at work or stay at home refer to the
flowchart in appendix 1 of the COVID-19 Health and Safety Protocols for New Zealand Residential Construction
Sites (for the relevant Alert Level) available here www.chasnz.org/covid19

Physical Distancing onsite
21.  All Service Provider staff or sub-contractors MUST maintain at least a 2m distance from any occupant in the
house. Anyone living in the house should stay in a room that is not being entered by your staff or sub-contractors
during their visit.
22.  Special care should be taken in access ways and areas that both Service Provider and house occupants need to
access during the Service Providers time onsite. Service Providers should develop and communicate a plan to
maintain physical distancing.

Note: how your staff or sub-contractors and the customer communicate safely while onsite MUST be determined and
communicated to the customer prior to your staff or sub-contractors arrival onsite.

Follow Hygiene Requirements
Background:
23.  Basic hygiene measures are the most important way to stop the spread of COVID-19. Basic hygiene measures
include:
i)  hand hygiene – that is, washing hands regularly with soap and water, or cleansing with hand sanitiser
ii)  coughing or sneezing into a tissue or your elbow and then performing hand hygiene, and
iii)  cleaning surfaces regularly.

Minimum Requirements:
24.  All Service Provider staff or sub-contractors MUST have easy access to hand sanitiser (>60% alcohol) or soap
and water (cold water is still effective) while onsite and use it as a minimum before and after any visit.
25.  If Service Provider staff member or sub-contractor does cough or sneeze while onsite and are not wearing a
mask, they MUST do so into a tissue or their elbow and use hand sanitiser or soap and water immediately
afterwards.
26.  Before leaving the site, Service Provider staff or sub-contractors MUST wipe down any areas inside the house
they have touched (e.g. door handles, ceiling hatches, switchboard etc) with a suitable disinfectant or soap.

Note: See Ministry of Health website for a video on how to use hand sanitiser and handwashing with soap
https://www.health.govt.nz/our-work/diseases-and-conditions/covid-19-novel-coronavirus/covid-19-novel-
coronavirus-information-specific-audiences/covid-19-advice-essential-workers-including-personal-protective-
equipment/personal-protective-equipment-use-non-health-essential-workers

Effective contact tracing of Service Provider & sub-contractors staff
27.  Contact tracking is an important tool to contain any clusters of the COVID-19 virus and stop it from spreading.
Warmer Kiwi Homes Service Provider staff and sub-contractors enter a large number of occupied houses every
week. If a staff member or a home occupant at an address a staff member attended become unwell or become
aware they have had contact with a suspected COVID-19 case, then having this information readily available is
critically important.
Notice to Service Providers 047 COVID-19 Customer Interaction Protocol version 3
| 30/08/2021
4

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Additional Resources
33.  Service Providers are responsible for the health and safety of their staff and sub-contractors. Below are some
links to information published by the Ministry of Health, WorkSafe New Zealand and CHASNZ that will be helpful
when determining your health and safety response to COVID-19.

34.  Service Providers should continue to monitor information from official websites in order to get accurate and up
to date information on the changing situation with COVID-19.
i)  NZ Government COVID-19 website for you and your business: www.covid19.govt.nz
ii)  WorkSafe New Zealand:  www.worksafe.govt.nz
iii)  Ministry of Health:  www.health.govt.nz
iv)  Construction Health and Safety New Zealand: www.chasnz.org/covid19
v)  The Site Safe website has tools specific for the construction industry. You can find toolboxes for all types
of situations and general information on COVID-19: www.sitesafe.org.nz/news--events/covid-19/

Notice to Service Providers 047 COVID-19 Customer Interaction Protocol version 3
| 30/08/2021
6

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Appendix 1– Minimum Required Call Screening of Customers
Notice to Service Providers 047 COVID-19 Customer Interaction Protocol version 3
| 30/08/2021
7

Document 5.
Notice to Service Providers
To
All Insulation and Heating Service Providers
Subject
COVID-19 Customer interaction Protocol version 4
Date
07/09/2021
Reference Number
NTSP 048
Purpose
•
To communicate the WKH programme response at each COVID-19 Alert System
level, and
•
Set programme minimum requirements for Service Providers when interacting with
customers to ensure customer safety and a consistent programme approach.
Introduction
1.
A key objective of the Warmer Kiwi Homes programme is to prevent respiratory hospitalisation through
installing insulation and clean heating in New Zealand homes.
2.
The situation with COVID-19 is dynamic and the Government has issued a national four-level Alert System to
guide New Zealanders and businesses on what to do and what to expect if the area they are in is subject to one of
these alert levels. On the 16 April 2020 clarification of permitted activities at alert level 3 was published. For more
details on the national alert levels see www.covid19.govt.nz/alert-system/covid-19-alert-system/
3.
On the 17 August 2021 New Zealand Alert level was raised to Alert Level 4 due to community outbreak of the
more contagious Delta variant of Covid-19.
4.
At this time additional requirements were implemented for mask wearing at each Alert level. For detail on
requirements for mask wearing at each Alert level see https://covid19.govt.nz/health-and-wellbeing/protect-
yourself-and-others-from-covid-19/wear-a-face-covering/#latest-update-%E2%80%94-19-august
5.
This protocol document sets out the Warmer Kiwi Homes programme response at each of the national alert levels
and sets minimum requirements for Service Providers when interacting with customers at each alert level. This
is to ensure customer safety and a consistent approach to customer engagement and interaction by service
providers through the programme.
6.
The national alert levels, Ministry of Health guidance and a Warmer Kiwi Homes working group has been used to
develop this guidance. When new guidance is made available this Customer Interaction Protocol document will be
reviewed, updated and reissued as needed.
Service Provider Health & Safety
7.
Service Providers are ultimately responsible for the health and safety of their staff and sub-contractors.
8.
This document does not specify health and safety requirements for Service Providers to mitigate the risk of
Covid-19 to their staff and sub-contractors. Service Providers must develop their own responses to keep their
staff and sub-contractors safe.
9.
On the 16th April 2020 Construction Health and Safety New Zealand (CHASNZ) published “COVID-19 Health and
Safety Protocols for New Zealand Residential Construction Sites”.
Notice to Service Providers 048 COVID-19 Customer Interaction Protocol version 4
| 7/09/2021
1

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
10. CHASNZ (Construction Health and Safety NZ), in conjunction with the joint government/industry Construction
Sector Accord, have developed and published detailed construction health and safety standards and protocols for
the residential, civil and vertical sectors. They can be found at https://www.chasnz.org/covid19
11. These protocols should be in place in order to work safely under Alert Levels 2 and above. Some additional
resources are included at the end of this Protocol for your information.
12. If at any time a Service Provider feels unsafe or uncomfortable visiting houses as part of the Warmer Kiwi Homes
Programme, please contact EECA and you can be taken off the tool temporarily so you receive no further leads
and current leads can be redistributed if necessary. There is no pressure to continue with the programme if the
situation feels unsafe for your staff or sub-contractors.
Warmer Kiwi Homes Response to New Zealand COVID-19 Alert Levels
13. For more details on the alert levels see www.covid19.govt.nz/alert-system/covid-19-alert-system/. Alert Level
definitions may change and EECA will update responses when required and reissue this notice.
Alert Level
Programme Response
Customer Engagement
Note: Can be applied Nationally or by TLA
Service Provider Minimum Requirements
Level 4 - Eliminate
Programme suspended
• No visits to customer homes
Likely that disease is not
• No Installs or Assessments during this period
# See heating note below
contained
• WKH tool not providing leads to Service Providers
• Marketing of programme restricted to digital search
Level 3 - Restrict
Programme fully operational
• Call screening of customers before visit
Heightened risk that
• Some Travel restrictions may apply
• No sick personnel onsite
disease is not contained
• Physical distancing onsite
• Follow hygiene requirements onsite
• Effective contact tracing of Service Provider & sub-
contractors staff
• Required to wear a mask while onsite
• No personnel to attend independent audits
Level 2 - Reduce
Programme fully operational
• Call screening of customers before visit
Disease is contained,
• Some Travel restrictions may apply
• No sick personnel onsite
but risks of community
• Physical distancing onsite
transmission growing
• Follow hygiene requirements onsite
• Effective contact tracing of Service Provider & sub-
contractors staff
• Recommended to wear a mask while onsite
• Independent audit requirements to be confirmed
Level 1 - Prepare
Programme fully operational
• WKH has no additional requirements under Alert Level 1
Disease is contained
Notice to Service Providers 048 COVID-19 Customer Interaction Protocol version 4
| 7/09/2021
2

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Notes:
•
At all levels EECA staff will remain available, claims assessed, and grants paid, call centre active and website available
•
The alert levels may be applied at a town, city, and territorial local authority, regional or national level, however EECA can apply the
alert nationally or by TLA.
•
Different parts of the country may be at different alert levels. We can move up and down alert levels
•
Heating while at Alert level 4 - if a homeowner has no heating source and a heating install has been put on hold because of COVID-19,
then the first step is recommending the purchase of a plug-in electric heater online. In extreme cases where this is not possible let EECA
know via your contract manager.
Service Provider Minimum Requirements
Screening call of customers before visit
14. Service Providers MUST complete a screening call before visiting a house for any reason, to:
i)
Check and get additional customer contact details (if required), must have at least two methods with one
being email if available.
ii) determine if it is safe to visit the house (occupants are well and have not been required to self-isolate),
iii) determine that the customer has given permission for you to visit,
iv) inform the customer of what you will do onsite during the visit, and
v) inform the customer of what you require them to do while your staff and/or sub-contractors are onsite.
Note: Customers may be required to self-isolate, if they:
•
have recently returned from overseas, or
•
have COVID-19 and have been directed to self-isolate by a healthcare professional, or
•
have had close contact with someone with COVID-19 and a healthcare professional has required them to
self-isolate (they maybe awaiting test results).
15. Service Providers MUST NOT visit the house if any person living in the house:
i)
has been required to self-isolate, or
ii) has COVID-19 symptoms (i.e. a fever (over 38oC), or Dry cough or Shortness of breath), or
iii) does not give the Service Provider permission to visit.
16. A pre-appointment screening call and/or email to the customer with all the information in the screening call
flowchart in Appendix 1 and information in clause 14 above MUST occur at the time the appointment is made to
visit.
17. In addition, a call MUST be made to the customer within 24 hours of the appointment to ensure it is still safe and
they give you permission to visit.
18. There MUST NOT be any unannounced visits to a house i.e. door-to-door selling.
Note: You should be prepared to be questioned by the customer about the procedures you have in place to ensure the
safety of those in the house.
No Sick Personnel onsite
19. Any Service Providers staff or sub-contractors who might have been in contact with COVID-19 or who show signs
of COVID-19 symptoms (i.e. a fever (over 38oC), or Dry cough or Shortness of breath) MUST NOT visit a
Notice to Service Providers 048 COVID-19 Customer Interaction Protocol version 4
| 7/09/2021
3

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
customer’s house until they have been symptom free for 48 hours or are cleared to work by a medical
practitioner.
20. For guidance on how to identify if your staff or sub-contractors should be at work or stay at home refer to the
flowchart in appendix 1 of the COVID-19 Health and Safety Protocols for New Zealand Residential Construction
Sites (for the relevant Alert Level) available here www.chasnz.org/covid19
Physical Distancing onsite
21. All Service Provider staff or sub-contractors MUST maintain at least a 2m distance from any occupant in the
house. Anyone living in the house should stay in a room that is not being entered by your staff or sub-contractors
during their visit.
22. Special care should be taken in access ways and areas that both Service Provider and house occupants need to
access during the Service Providers time onsite. Service Providers should develop and communicate a plan to
maintain physical distancing.
Note: how your staff or sub-contractors and the customer communicate safely while onsite MUST be determined and
communicated to the customer prior to your staff or sub-contractors arrival onsite.
Follow Hygiene Requirements
Background:
23. Basic hygiene measures are the most important way to stop the spread of COVID-19. Basic hygiene measures
include:
i)
hand hygiene – that is, washing hands regularly with soap and water, or cleansing with hand sanitiser
ii) coughing or sneezing into a tissue or your elbow and then performing hand hygiene, and
iii) cleaning surfaces regularly.
Minimum Requirements:
24. All Service Provider staff or sub-contractors MUST have easy access to hand sanitiser (>60% alcohol) or soap
and water (cold water is still effective) while onsite and use it as a minimum before and after any visit.
25. If Service Provider staff member or sub-contractor does cough or sneeze while onsite and are not wearing a
mask, they MUST do so into a tissue or their elbow and use hand sanitiser or soap and water immediately
afterwards.
26. Before leaving the site, Service Provider staff or sub-contractors MUST wipe down any areas inside the house
they have touched (e.g. door handles, ceiling hatches, switchboard etc) with a suitable disinfectant or soap.
Note: See Ministry of Health website for a video on how to use hand sanitiser and handwashing with soap
https://www.health.govt.nz/our-work/diseases-and-conditions/covid-19-novel-coronavirus/covid-19-novel-
coronavirus-information-specific-audiences/covid-19-advice-essential-workers-including-personal-protective-
equipment/personal-protective-equipment-use-non-health-essential-workers
Effective contact tracing of Service Provider & sub-contractors staff
27. Contact tracking is an important tool to contain any clusters of the COVID-19 virus and stop it from spreading.
Warmer Kiwi Homes Service Provider staff and sub-contractors enter a large number of occupied houses every
week. If a staff member or a home occupant at an address a staff member attended become unwell or become
aware they have had contact with a suspected COVID-19 case, then having this information readily available is
critically important.
Notice to Service Providers 048 COVID-19 Customer Interaction Protocol version 4
| 7/09/2021
4

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Additional Resources
33. Service Providers are responsible for the health and safety of their staff and sub-contractors. Below are some
links to information published by the Ministry of Health, WorkSafe New Zealand and CHASNZ that will be helpful
when determining your health and safety response to COVID-19.
34. Service Providers should continue to monitor information from official websites in order to get accurate and up
to date information on the changing situation with COVID-19.
i)
NZ Government COVID-19 website for you and your business: www.covid19.govt.nz
ii) WorkSafe New Zealand: www.worksafe.govt.nz
iii) Ministry of Health: www.health.govt.nz
iv) Construction Health and Safety New Zealand: www.chasnz.org/covid19
v)
The Site Safe website has tools specific for the construction industry. You can find toolboxes for all types
of situations and general information on COVID-19: www.sitesafe.org.nz/news--events/covid-19/
Notice to Service Providers 048 COVID-19 Customer Interaction Protocol version 4
| 7/09/2021
6

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Appendix 1– Minimum Required Call Screening of Customers
Notice to Service Providers 048 COVID-19 Customer Interaction Protocol version 4
| 7/09/2021
7

Document 6.
Notice to Service Providers
To
All Insulation and Heating Service Providers
Subject
COVID-19 Customer interaction Protocol version 5
Date
9/09/2021
Reference Number
NTSP 049
Purpose
•
To communicate the WKH programme response at each COVID-19 Alert System
level, and
•
Set programme minimum requirements for Service Providers when interacting with
customers to ensure customer safety and a consistent programme approach.
Introduction
1.
A key objective of the Warmer Kiwi Homes programme is to prevent respiratory hospitalisation through
installing insulation and clean heating in New Zealand homes.
2.
The situation with COVID-19 is dynamic and the Government has issued a national four-level Alert System to
guide New Zealanders and businesses on what to do and what to expect if the area they are in is subject to one of
these alert levels. On the 16 April 2020 clarification of permitted activities at alert level 3 was published. For more
details on the national alert levels see www.covid19.govt.nz/alert-system/covid-19-alert-system/
3.
On the 17 August 2021 New Zealand Alert level was raised to Alert Level 4 due to community outbreak of the
more contagious Delta variant of Covid-19.
4.
At this time additional requirements were implemented for mask wearing at each Alert level. For detail on
requirements for mask wearing at each Alert level see https://covid19.govt.nz/health-and-wellbeing/protect-
yourself-and-others-from-covid-19/wear-a-face-covering/#latest-update-%E2%80%94-19-august
5.
This protocol document sets out the Warmer Kiwi Homes programme response at each of the national alert levels
and sets minimum requirements for Service Providers when interacting with customers at each alert level. This
is to ensure customer safety and a consistent approach to customer engagement and interaction by service
providers through the programme.
6.
The national alert levels, Ministry of Health guidance and a Warmer Kiwi Homes working group has been used to
develop this guidance. When new guidance is made available this Customer Interaction Protocol document will be
reviewed, updated and reissued as needed.
Service Provider Health & Safety
7.
Service Providers are ultimately responsible for the health and safety of their staff and sub-contractors.
8.
This document does not specify health and safety requirements for Service Providers to mitigate the risk of
Covid-19 to their staff and sub-contractors. Service Providers must develop their own responses to keep their
staff and sub-contractors safe.
9.
On the 16th April 2020 Construction Health and Safety New Zealand (CHASNZ) published “COVID-19 Health and
Safety Protocols for New Zealand Residential Construction Sites”.
Notice to Service Providers 049 COVID-19 Customer Interaction Protocol version 5
| 9/09/2021
1

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
10. CHASNZ (Construction Health and Safety NZ), in conjunction with the joint government/industry Construction
Sector Accord, have developed and published detailed construction health and safety standards and protocols for
the residential, civil and vertical sectors. They can be found at https://www.chasnz.org/covid19
11. These protocols should be in place in order to work safely under Alert Levels 2 and above. Some additional
resources are included at the end of this Protocol for your information.
12. If at any time a Service Provider feels unsafe or uncomfortable visiting houses as part of the Warmer Kiwi Homes
Programme, please contact EECA and you can be taken off the tool temporarily so you receive no further leads
and current leads can be redistributed if necessary. There is no pressure to continue with the programme if the
situation feels unsafe for your staff or sub-contractors.
Warmer Kiwi Homes Response to New Zealand COVID-19 Alert Levels
13. For more details on the alert levels see www.covid19.govt.nz/alert-system/covid-19-alert-system/. Alert Level
definitions may change and EECA will update responses when required and reissue this notice.
Alert Level
Programme Response
Customer Engagement
Note: Can be applied Nationally or by TLA
Service Provider Minimum Requirements
Level 4 - Eliminate
Programme suspended
• No visits to customer homes
Likely that disease is not
• No Installs or Assessments during this period
# See heating note below
contained
• WKH tool not providing leads to Service Providers
• Marketing of programme restricted to digital search
Level 3 - Restrict
Programme fully operational
• Call screening of customers before visit
Heightened risk that
• Some Travel restrictions may apply
• No sick personnel onsite
disease is not contained
• Physical distancing onsite
• Follow hygiene requirements onsite
• Effective contact tracing of Service Provider & sub-
contractors staff
• Required to wear a mask while onsite
• No personnel to attend independent audits
Level 2 - Reduce
Programme fully operational
• Call screening of customers before visit
Disease is contained,
• Some Travel restrictions may apply
• No sick personnel onsite
but risks of community
• Physical distancing onsite
transmission growing
• Follow hygiene requirements onsite
• Effective contact tracing of Service Provider & sub-
contractors staff
• Recommended to wear a mask while onsite
• Alert Level 2: New independent audit requirements
for Service Providers
*please see bullet points 33 to 38 on page 5
Level 1 - Prepare
Programme fully operational
• WKH has no additional requirements under Alert Level 1
Disease is contained
Notice to Service Providers 049 COVID-19 Customer Interaction Protocol version 5
| 9/09/2021
2

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Notes:
•
At all levels EECA staff will remain available, claims assessed, and grants paid, call centre active and website available
•
The alert levels may be applied at a town, city, and territorial local authority, regional or national level, however EECA can apply the
alert nationally or by TLA.
•
Different parts of the country may be at different alert levels. We can move up and down alert levels
•
Heating while at Alert level 4 - if a homeowner has no heating source and a heating install has been put on hold because of COVID-19,
then the first step is recommending the purchase of a plug-in electric heater online. In extreme cases where this is not possible let EECA
know via your contract manager.
Service Provider Minimum Requirements
Screening call of customers before visit
14. Service Providers MUST complete a screening call before visiting a house for any reason, to:
i)
Check and get additional customer contact details (if required), must have at least two methods with one
being email if available.
ii) determine if it is safe to visit the house (occupants are well and have not been required to self-isolate),
iii) determine that the customer has given permission for you to visit,
iv) inform the customer of what you will do onsite during the visit, and
v) inform the customer of what you require them to do while your staff and/or sub-contractors are onsite.
Note: Customers may be required to self-isolate, if they:
•
have recently returned from overseas, or
•
have COVID-19 and have been directed to self-isolate by a healthcare professional, or
•
have had close contact with someone with COVID-19 and a healthcare professional has required them to
self-isolate (they maybe awaiting test results).
15. Service Providers MUST NOT visit the house if any person living in the house:
i)
has been required to self-isolate, or
ii) has COVID-19 symptoms (i.e. a fever (over 38oC), or Dry cough or Shortness of breath), or
iii) does not give the Service Provider permission to visit.
16. A pre-appointment screening call and/or email to the customer with all the information in the screening call
flowchart in Appendix 1 and information in clause 14 above MUST occur at the time the appointment is made to
visit.
17. In addition, a call MUST be made to the customer within 24 hours of the appointment to ensure it is still safe and
they give you permission to visit.
18. There MUST NOT be any unannounced visits to a house i.e. door-to-door selling.
Note: You should be prepared to be questioned by the customer about the procedures you have in place to ensure the
safety of those in the house.
No Sick Personnel onsite
19. Any Service Providers staff or sub-contractors who might have been in contact with COVID-19 or who show signs
of COVID-19 symptoms (i.e. a fever (over 38oC), or Dry cough or Shortness of breath) MUST NOT visit a
Notice to Service Providers 049 COVID-19 Customer Interaction Protocol version 5
| 9/09/2021
3

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
customer’s house until they have been symptom free for 48 hours or are cleared to work by a medical
practitioner.
20. For guidance on how to identify if your staff or sub-contractors should be at work or stay at home refer to the
flowchart in appendix 1 of the COVID-19 Health and Safety Protocols for New Zealand Residential Construction
Sites (for the relevant Alert Level) available here www.chasnz.org/covid19
Physical Distancing onsite
21. All Service Provider staff or sub-contractors MUST maintain at least a 2m distance from any occupant in the
house. Anyone living in the house should stay in a room that is not being entered by your staff or sub-contractors
during their visit.
22. Special care should be taken in access ways and areas that both Service Provider and house occupants need to
access during the Service Providers time onsite. Service Providers should develop and communicate a plan to
maintain physical distancing.
Note: how your staff or sub-contractors and the customer communicate safely while onsite MUST be determined and
communicated to the customer prior to your staff or sub-contractors arrival onsite.
Follow Hygiene Requirements
Background:
23. Basic hygiene measures are the most important way to stop the spread of COVID-19. Basic hygiene measures
include:
i)
hand hygiene – that is, washing hands regularly with soap and water, or cleansing with hand sanitiser
ii) coughing or sneezing into a tissue or your elbow and then performing hand hygiene, and
iii) cleaning surfaces regularly.
Minimum Requirements:
24. All Service Provider staff or sub-contractors MUST have easy access to hand sanitiser (>60% alcohol) or soap
and water (cold water is still effective) while onsite and use it as a minimum before and after any visit.
25. If Service Provider staff member or sub-contractor does cough or sneeze while onsite and are not wearing a
mask, they MUST do so into a tissue or their elbow and use hand sanitiser or soap and water immediately
afterwards.
26. Before leaving the site, Service Provider staff or sub-contractors MUST wipe down any areas inside the house
they have touched (e.g. door handles, ceiling hatches, switchboard etc) with a suitable disinfectant or soap.
Note: See Ministry of Health website for a video on how to use hand sanitiser and handwashing with soap
https://www.health.govt.nz/our-work/diseases-and-conditions/covid-19-novel-coronavirus/covid-19-novel-
coronavirus-information-specific-audiences/covid-19-advice-essential-workers-including-personal-protective-
equipment/personal-protective-equipment-use-non-health-essential-workers
Effective contact tracing of Service Provider & sub-contractors staff
27. Contact tracking is an important tool to contain any clusters of the COVID-19 virus and stop it from spreading.
Warmer Kiwi Homes Service Provider staff and sub-contractors enter a large number of occupied houses every
week. If a staff member or a home occupant at an address a staff member attended become unwell or become
aware they have had contact with a suspected COVID-19 case, then having this information readily available is
critically important.
Notice to Service Providers 049 COVID-19 Customer Interaction Protocol version 5
| 9/09/2021
4

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
28. Service providers MUST implement an effective staff and sub-contractor contact tracking system to meet the
contract tracing requirements as specified in the Emergency Management Protocols section of the COVID-19
Health and Safety Protocols for New Zealand Residential Construction Sites available here
www.chasnz.org/covid19
29. As a minimum this system MUST record the Service Provider and sub-contractor staff names who attended an
address, the date they attended and the time they arrived and left the site.
ALERT LEVEL 3: No personnel to attend independent audits
30. Service providers MUST NOT have any personnel present as representatives during all independent audits
conducted under COVID-19 Alert Level 3 restrictions.
31. Any corrective actions that come as a result of the aforementioned independent audits will be reviewed and
communicated to service providers as per usual.
32. EECA will review and update this requirement accordingly in the event that the COVID-19 Alert Level decreases
to Alert Level 2. We will communicate any change to the requirement to providers promptly.
ALERT LEVEL 2: New independent audit requirements for Service Providers
33. While at Alert level 2 EECA would prefer Service Providers to attend audits to minimise disruption to
homeowners where corrective actions are required, however this is not a mandatory requirement at Alert Level
2.
34. While the Audit is taking place, PAE is responsible for the work site and the following requirements are theirs and
EECA’s expectations of Service Providers while onsite during an audit. Please ensure any audit attendee
understands and follows these requirements to minimise the interaction between the PAE auditors and
your representative:
35. Alert Level 2 – Heat Pump Audits:
i)
The Service Provider representative should not enter the home but may be present for the inspection of
the outdoor unit.
36. Alert Level 2 – Insulation Audits:
i)
The independent auditor will inspect the ceiling insulation while the service provider representative
remains outside the property.
ii) Should a remedial action be required the independent auditor will move onto the inspection of the
underfloor space, at which point the service provider representative may enter the property.
iii) If a remedial action is required under the floor, the service provider should wait until the independent
auditor leaves the house before entering.
iv) If no remedial actions are required, the service provider representative will have no need to enter the
residence at any time during the audit.
37. Service Provider representatives attending independent audits during Alert Level 2 MUST wear masks while on
site.
38. If there are any questions regarding the audit process under Alert Level 2, please contact PAE by phone: 04 555
0039; or email: [email address]
Notice to Service Providers 049 COVID-19 Customer Interaction Protocol version 5
| 9/09/2021
5

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Additional Resources
39. Service Providers are responsible for the health and safety of their staff and sub-contractors. Below are some
links to information published by the Ministry of Health, WorkSafe New Zealand and CHASNZ that will be helpful
when determining your health and safety response to COVID-19.
40. Service Providers should continue to monitor information from official websites in order to get accurate and up
to date information on the changing situation with COVID-19.
i)
NZ Government COVID-19 website for you and your business: www.covid19.govt.nz
ii) WorkSafe New Zealand: www.worksafe.govt.nz
iii) Ministry of Health: www.health.govt.nz
iv) Construction Health and Safety New Zealand: www.chasnz.org/covid19
v)
The Site Safe website has tools specific for the construction industry. You can find toolboxes for all types
of situations and general information on COVID-19: www.sitesafe.org.nz/news--events/covid-19/
Notice to Service Providers 049 COVID-19 Customer Interaction Protocol version 5
| 9/09/2021
6

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Appendix 1– Minimum Required Call Screening of Customers
Notice to Service Providers 049 COVID-19 Customer Interaction Protocol version 5
| 9/09/2021
7

Document 7.
Dear [insert service provider name]
I am writing to you in connection with your role as a service provider for the Warmer Kiwi Homes
programme.
To protect the health and safety of the occupants of houses participating in the Warmer Kiwi Homes
programme, EECA is proposing a variation to our Warmer Kiwi Homes – insulation funding agreement
with you (Agreement) to ensure that:

all of your personnel who may be interacting with customers face-to-face and entering Warmer Kiwi
Homes customers' homes are fully vaccinated with a COVID-19 vaccine by Monday 17 January 2022;

all new personnel that you engage after Monday 17 January 2022 who will be interacting with Warmer
Kiwi Homes customers face-to-face and entering customers' homes are fully vaccinated with a
COVID-19 vaccine.
Personnel is defined in the Agreement as "all individuals engaged by either party in relation to this
Agreement or the delivery of Services.  Examples include: the owner of the business, its directors,
employees, Subcontractors, agents, external consultants, specialists, technical support and co-opted or
seconded staff".  This means that you will need to ensure that any subcontractors who may have face-to-
face contact with customers are also fully vaccinated with a COVID-19 vaccine.
The proposed variation is attached.  If you agree to this variation, please sign it and return it to us by
[date].
If you do not sign the variation, we may consider issuing you with a notice to terminate our Agreement with
you in accordance with clause 24.4 of the Agreement.
Confirmation of compliance with new vaccination requirement
Once you have signed the variation, you will be required to provide:

a confirmation by 17 January 2022 that you have complied with the new COVID-19 vaccination
requirement (initial confirmation);
To provide the initial confirmation, please respond to this email with the following statement by 17 January
2022:
[insert service provider name] confirms that all of its Personnel (being all directors, employees,
subcontractors, agents, external consultants, specialists, technical support and co-opted or
seconded staff) who may enter a House to provide Services or have any other face-to-face
interaction with Households under the Warmer Kiwi Homes Funding Agreement have been fully
vaccinated with a COVID-19 vaccine in accordance with clause 31 of the Warmer Kiwi Homes
Funding Agreement.
Kind regards
BF\62001613\1 | Page 1

Dated
X November 2021
AGREEMENT TO VARY FUNDING
AGREEMENT
Warmer Kiwi Homes – [Heating / Insulation]
BETWEEN
ENERGY EFFICIENCY AND CONSERVATION
AUTHORITY
(EECA)
GEM CONTRACT #
AND
[INSERT]
(Service Provider)

CONTENTS
1.
INTERPRETATION
1
2.
VARIATION
1
3.
EXPENSES
2
4.
GOVERNING LAW
2
5.
COUNTERPARTS
2

AGREEMENT TO VARY FUNDING AGREEMENT
Warmer Kiwi Homes
DATED
X November 2021
BETWEEN
(1)
ENERGY EFFICIENCY AND CONSERVATION AUTHORITY at Wellington ("EECA")
(2)
[INSERT] at [Location] (the "Service Provider")
(each a "Party" and collectively the "Parties")
BACKGROUND
A.
EECA and the Service Provider entered into a Funding Agreement commencing 1 July 2020 for the
provision of services and funding for the Warmer Kiwi Homes Programme ("Funding Agreement").
B.
To protect the health and safety of Households receiving Installations under the Programme, EECA
will require all Service Providers to ensure that al  their Personnel who may be interacting face-to-
face with Households are vaccinated against COVID-19 by 17 January 2022.
C.
With effect on and from X November 2021 ("Effective Date"), the Parties wish to vary the Funding
Agreement to require the Service Provider to ensure that its Personnel are vaccinated against
COVID-19 on the terms and conditions of this Agreement ("Agreement").
THE PARTIES AGREE as follows:
1.
INTERPRETATION
1.1
In this Agreement, unless the context requires otherwise:
(a)
words and expressions not otherwise defined in this Agreement have the meaning given to
them in the Funding Agreement; and
(b)
references to clauses and schedules are to the clauses and schedules of the Funding
Agreement.
2.
VARIATION
2.1
With effect from the Effective Date, the Parties agree to vary the Funding Agreement by adding new
clause 22 to the Funding Agreement as follows:
XX
COVID-19 VACCINATION REQUIREMENTS
XX.1  For the purposes of this clause XX:
XX.1.1  "vaccinated" means that the person has received all of the doses of a
COVID-19 vaccine or combination of COVID-19 vaccines specified in
Page | 1

the first column of the table in Schedule 3 of the COVID-19 Public
Health Response (Vaccinations) Order 2021; and
XX.1.2  "COVID-19 vaccine" means a COVID-19 vaccine specified in the first
column of the table in Schedule 3 of the COVID-19 Public Health
Response (Vaccinations) Order 2021.
XX.2  The Service Provider must ensure that all Personnel who may enter a House to
provide Services or have any other face-to-face interaction with Households
(relevant Personnel) under this Agreement are vaccinated with a COVID-19
vaccine by 17 January 2022.
XX.3  The Service Provider must ensure that all new relevant Personnel that it
engages after 17 January 2022 are vaccinated with a COVID-19 vaccine.
XX.4  The Service Provider must provide a declaration in the form required by EECA
by 17 January 2021 to confirm the Service Provider's compliance with this
clause 22.
2.2
In all other respects the Funding Agreement continues with full force and effect.
3.
EXPENSES
Each Party will pay its own costs and expenses arising under or in connection with the preparation,
negotiation and execution of this Agreement.
4.
GOVERNING LAW
This Agreement will be governed by and construed in accordance with the laws of New Zealand.
5.
COUNTERPARTS
This Agreement may be executed in any number of counterparts (including facsimile or scanned
PDF counterpart), each of which will be deemed an original, but all of which together will constitute
the same instrument.  No counterpart will be effective until each Party has executed at least one
counterpart.
Page | 2

SIGNED
SIGNED for and on behalf of
)
ENERGY EFFICIENCY AND
)
Signature
CONSERVATION AUTHORITY
)
in the presence of:
)
Name
Signature of Witness
Witness Name:
Designation
Occupation:
Date Signed
Address:
SIGNED for and on behalf of
)
[SERVICE PROVIDER]
)
Signature
in the presence of:
)
Name
Signature of Witness
Witness Name:
Designation
Occupation:
Date Signed
Address:
Page | 3

Document 8.
Notice to Service Providers
To
All Insulation and Heating Service Providers
Subject
COVID-19 Protection Framework – Customer Interaction Protocol Version 1
Date
2/12/2021
Reference Number NTSP 053
Purpose
•
To communicate the WKH programme response at each COVID-19 Protection
Framework level, and
•
Set programme minimum requirements for Service Providers when interacting with
customers to ensure customer safety and a consistent programme approach.
Introduction
1. On 22 October 2021 the Government announced a new national COVID-19 Protection Framework (‘the
Framework’), which will commence on 11:59pm Thursday, 2 December 2021. This Framework serves to guide
New Zealanders and businesses on what to do and what to expect if the area they are in is subject to certain
restrictions.
2. Unlike the previous Alert Level system, the Framework operates only in three levels: Green, Orange and Red –
each with separate rules and restrictions depending on whether vaccine certificates are used or not. For more
details on the new COVID-19 Protection Framework see https://covid19.govt.nz/alert-levels-and-updates/covid-
19-protection/
3. This Customer Interaction Protocol (‘the Protocol’) document sets out the Warmer Kiwi Homes Programme
response at each Framework level and sets minimum requirements for Service Providers when interacting with
customers at each level. This is to ensure customer safety and a consistent approach to customer engagement and
interaction by Service Providers through the Programme.
4. The Framework levels, Ministry of Health guidance, and a Warmer Kiwi Homes working group has been used to
develop this Protocol. When new guidance is made available this Customer Interaction Protocol document wil be
reviewed, updated and reissued as needed.
Service Provider Health & Safety
5. Service Providers are ultimately responsible for the health and safety of their staff and sub-contractors.
6. This document does not specify health and safety requirements for Service Providers to mitigate the risk of
COVID-19 to their staff and sub-contractors. Service Providers must develop their own responses to keep their
staff and sub-contractors safe.
7. CHASNZ (Construction Health and Safety NZ have developed and published detailed construction health and
safety standards and protocols for the residential, civil and vertical sectors. They can be found at
https://www.chasnz.org/covid19
8. These protocols should be in place in order to work safely under all Protection Framework levels. Some additional
resources are included at the end of this Protocol for your information.
Notice to Service Providers 053 – COVID-19 Protection Framework Customer Interaction Protocol Version 1
| 2/12/2021
1

Warmer Kiwi Homes - COVID-19 Protection Framework Customer Interaction Protocol v.1
General settings:
General requirements
• Programme ful y operational
• No unvaccinated staff al owed on-site or in any situation where they may
• Some travel restrictions may apply
face homeowners for the Programme after 17 January 2022.
• General requirements apply (see text on the right)
COVID-19 across NZ, including
• Vaccination certificates (My Vaccine Pass ), whether physical or online, to
sporadic imported cases.
be shown if homeowners request it.
GREEN
Special requirements:
Limited community transmission.
• Recommended to wear a mask onsite but not compulsory
• No sick personnel onsite. If you feel unwel , please stay home.
• Maintain good hygiene standards - wash hands with soap and water, or use
hand sanitizer. Ensure that you cough or sneeze into a tissue or your elbow
and wash your hands immediately afterwards. Wipe down al  areas touched
by staff with a suitable disinfectant or soap before leaving the site.
General settings:
• Effective contact tracing of Service Provider and subcontractor staff, either
• Programme ful y operational
via the Government's NZ COVID Tracer mobile app or a manual alternative.
• Some travel restrictions may apply
Names of staff, location of site, and timeframes must be recorded and the
• General requirements apply (see text on the right)
information stored in a manner that al ows easy access if needed.
Increasing community transmission
with increasing pressure on health
ORANGE
system.
Special requirements:
Please note
Increasing risk to at risk populations. • Cal  screening of customers before visit (see Appendix 1)
• At al  levels EECA staff wil  remain available: claims assessed, grants paid,
• Recommended to wear a mask while onsite
assistance provided, cal  centre active, and website online.
• 1m physical distancing onsite
• The Protection Framework levels may be applied at a town, city, and
territorial local authority; as wel  as at a regional or national level. However,
EECA can apply the level national y or by TLA.
General settings:
• Programme ful y operational
• Different parts of the country may be at different Protection Framework
• Some travel restrictions may apply
levels. Localised lockdowns may be used by the Government as part of the
• General requirements apply (see text on the right)
public health response across al  levels. We can move up and down alert
Action needed to protect health
levels.
system – system facing unsustainable
number of hospitalisations.
RED
• If at any time you feel unsafe or uncomfortable visiting houses as part of
Special requirements:
the WKH Programme, please contact us and you can be taken off the tool
Action needed to protect at-risk
• Cal  screening of customers before visit (see Appendix 1)
temporarily so you receive no further leads and current leads can be
populations.
• Required to wear a mask while onsite
redistributed if necessary. There is no pressure to continue with the
• Special independent audit requirements for service provicer representatives until
17 January 2022 (see Appendix 2)
Programme if the situation feels unsafe for your staff or sub-contractors.
• 1m physical distancing onsite
Notice to Service Providers 053 – COVID-19 Protection Framework Customer Interaction Protocol Version 1
| 2/12/2021
2

Notice to Service Providers
Appendix 1
Call screening of customers before visit
9. Service Providers MUST complete a screening call before visiting a house for any reason, to:
i) Check and get additional customer contact details (if required), must have at least two methods
with one being email if available.
ii) determine if it is safe to visit the house (occupants are well and have not been required to self-
isolate),
iii) determine that the customer has given permission for you to visit,
iv) inform the customer of what you will do onsite during the visit, and
v) inform the customer of what you require them to do while your staff and/or sub-contractors are
onsite.
Note: Customers may be required to self-isolate if they:
•
have recently returned from overseas, or
•
have COVID-19 and have been directed to self-isolate by a healthcare professional, or
•
have had close contact with someone with COVID-19 and a healthcare professional has required them to
self-isolate (they maybe awaiting test results).
10. Service Providers MUST NOT visit the house if any person living in the house:
i) has been required to self-isolate, or
ii) has COVID-19 symptoms (i.e., a fever (over 38oC), or Dry cough or Shortness of breath), or
iii) does not give the Service Provider permission to visit.
11. A pre-appointment screening call and/or email to the customer with al the information in the screening cal
flowchart in Appendix 1 and information in clause 14 above MUST occur at the time the appointment is
made to visit.
12. In addition, a call MUST be made to the customer within 24 hours of the appointment to ensure it is stil safe
and they give you permission to visit.
13. There MUST NOT be any unannounced visits to a house i.e., door-to-door selling.
Note: You should be prepared to be questioned by the customer about the procedures you have in place to ensure
the safety of those in the house. You should also be prepared to show your vaccine certificate (My Vaccine Pass) if
a customer requests it.
Notice to Service Providers 053 – COVID-19 Protection Framework Customer Interaction Protocol Version 1
| 2/12/2021
3

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Notice to Service Providers 053 – COVID-19 Protection Framework Customer Interaction Protocol Version 1
| 2/12/2021
4

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Appendix 2
Special independent audit requirements for service provider representatives
14. While at Framework level Red EECA would prefer Service Providers to attend audits to minimise disruption
to homeowners where corrective actions are required, however this is not a mandatory requirement at
Framework level Red.
15. While the Audit is taking place, PAE is responsible for the work site and the fol owing requirements are
theirs and EECA’s expectations of Service Providers while onsite during an audit. Please ensure any audit
attendee understands and follows these requirements to minimise the interaction between the PAE
auditors and your representative:
16. Protection Framework Level Red – Heat Pump Audits:
i) The Service Provider representative should not enter the home but may be present for the
inspection of the outdoor unit.
17. Protection Framework Level Red – Insulation Audits:
i) The independent auditor will inspect the ceiling insulation while the service provider representative
remains outside the property.
ii) Should a remedial action be required the independent auditor will move onto the inspection of the
underfloor space, at which point the service provider representative may enter the property.
iii) If a remedial action is required under the floor, the service provider should wait until the
independent auditor leaves the house before entering.
iv) If no remedial actions are required, the service provider representative wil  have no need to enter
the residence at any time during the audit.
18. Service Provider representatives attending independent audits during Framework level Red MUST wear
masks while on site.
19. These special requirements wil  remain in place at Framework level Red until 17 January 2022 (the deadline
to have all frontline workers fully vaccinated).
20. Service Provider representatives wil  be al owed to attend audits at Framework level Red without any special
requirements after 17 January 2022.
21. If there are any questions regarding the audit process under Level Red, please contact PAE by phone: 04 555
0039; or email: [email address]
Notice to Service Providers 053 – COVID-19 Protection Framework Customer Interaction Protocol Version 1
| 2/12/2021
5

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Additional Resources
22. Service Providers are responsible for the health and safety of their staff and sub-contractors. Below are some
links to information published by the Ministry of Health, WorkSafe New Zealand and CHASNZ that will be
helpful when determining your health and safety response to COVID-19.
23. Service Providers should continue to monitor information from official websites in order to get accurate and
up to date information on the changing situation with COVID-19.
i) NZ Government COVID-19 website for you and your business: www.covid19.govt.nz
ii) WorkSafe New Zealand: www.worksafe.govt.nz
iii) Ministry of Health: www.health.govt.nz
iv) Construction Health and Safety New Zealand: www.chasnz.org/covid19
v) The Site Safe website has tools specific for the construction industry. You can find toolboxes for all
types of situations and general information on COVID-19: www.sitesafe.org.nz/news--events/covid-
19/
Notice to Service Providers 053 – COVID-19 Protection Framework Customer Interaction Protocol Version 1
| 2/12/2021
6

Document 9.
Notice to Service Providers
To
All Insulation and Heating Service Providers
Subject
COVID-19 Protection Framework – Customer Interaction Protocol Version 2
Date
18/01/2022
Reference Number NTSP 054
Purpose
•
To communicate the WKH programme response at each COVID-19 Protection
Framework level, and
•
Set programme minimum requirements for Service Providers when interacting with
customers to ensure customer safety and a consistent programme approach.
Introduction
1. On 22 October 2021 the Government announced a new national COVID-19 Protection Framework (‘the
Framework’), which will commence on 11:59pm Thursday, 2 December 2021. This Framework serves to guide
New Zealanders and businesses on what to do and what to expect if the area they are in is subject to certain
restrictions.
2. Unlike the previous Alert Level system, the Framework operates only in three levels: Green, Orange and Red –
each with separate rules and restrictions depending on whether vaccine certificates are used or not. For more
details on the new COVID-19 Protection Framework see https://covid19.govt.nz/alert-levels-and-updates/covid-
19-protection/
3. This Customer Interaction Protocol (‘the Protocol’) document sets out the Warmer Kiwi Homes Programme
response at each Framework level and sets minimum requirements for Service Providers when interacting with
customers at each level. This is to ensure customer safety and a consistent approach to customer engagement and
interaction by Service Providers through the Programme.
4. The Framework levels, Ministry of Health guidance, and a Warmer Kiwi Homes working group has been used to
develop this Protocol. When new guidance is made available this Customer Interaction Protocol document wil be
reviewed, updated and reissued as needed.
Service Provider Health & Safety
5. Service Providers are ultimately responsible for the health and safety of their staff and sub-contractors.
6. This document does not specify health and safety requirements for Service Providers to mitigate the risk of
COVID-19 to their staff and sub-contractors. Service Providers must develop their own responses to keep their
staff and sub-contractors safe.
7. CHASNZ (Construction Health and Safety NZ) have developed and published detailed construction health and
safety standards and protocols for the residential, civil and vertical sectors. They can be found at
https://www.chasnz.org/covid19
8. These protocols should be in place in order to work safely under all Protection Framework levels. Some additional
resources are included at the end of this Protocol for your information.
Notice to Service Providers 054 – COVID-19 Protection Framework Customer Interaction Protocol Version 2
| 18/01/2022
1

Warmer Kiwi Homes - COVID-19 Protection Framework Customer Interaction Protocol v.2
General settings:
General requirements
• Programme ful y operational
• No unvaccinated staff al owed on-site or in any situation where they may face
• Some travel restrictions may apply
homeowners for the Programme after 17 January 2022.
• General requirements apply (see text on the right)
  COVID-19 across NZ, including
• Vaccination certificates (My Vaccine Pass ), whether physical or online, to be
sporadic imported cases.
shown if homeowners request it.
GREEN
Special requirements:
Limited community transmission.
• Recommended to wear a mask onsite but not compulsory
• No sick personnel onsite. If you feel unwel , please stay home.
• Maintain good hygiene standards - wash hands with soap and water, or use
hand sanitizer. Ensure that you cough or sneeze into a tissue or your elbow and
wash your hands immediately afterwards. Wipe down al  areas touched by staff
with a suitable disinfectant or soap before leaving the site.
General settings:
• Effective contact tracing of Service Provider and subcontractor staff, either via
• Programme ful y operational
the Government's NZ COVID Tracer mobile app or a manual alternative. Names of
• Some travel restrictions may apply
staff, location of site, and timeframes must be recorded and the information
• General requirements apply (see text on the right)
stored in a manner that al ows easy access if needed.
Increasing community transmission
with increasing pressure on health
system.
• Direct sales (door knocking) wil  be permitted after 17 January 2022. Please
ORANGE
Special requirements:
consult Appendix 2 for direct sales requirements under this Protocol.
Increasing risk to at risk populations. • Cal  screening of customers before visit (see Appendix 1)
• Recommended to wear a mask while onsite
Please note
• 1m physical distancing onsite
• At al  levels EECA staff wil  remain available: claims assessed, grants paid,
assistance provided, cal  centre active, and website online.
• The Protection Framework levels may be applied at a town, city, and territorial
General settings:
local authority; as wel  as at a regional or national level. However, EECA can apply
• Programme ful y operational
the level national y or by TLA.
• Some travel restrictions may apply
Action needed to protect health
• General requirements apply (see text on the right)
• Different parts of the country may be at different Protection Framework levels.
system – system facing unsustainable
Localised lockdowns may be used by the Government as part of the public health
number of hospitalisations.
response across al  levels. We can move up and down alert levels.
RED
Special requirements:
Action needed to protect at-risk
• If at any time you feel unsafe or uncomfortable visiting houses as part of the
• Cal  screening of customers before visit (see Appendix 1)
populations.
WKH Programme, please contact us and you can be taken off the tool temporarily
• Required to wear a mask while onsite
so you receive no further leads and current leads can be redistributed if
• Special independent audit requirements for service provicer representatives until
necessary. There is no pressure to continue with the Programme if the situation
17 January 2022 (see Appendix 3)
feels unsafe for your staff or sub-contractors.
• 1m physical distancing onsite
Notice to Service Providers 054 – COVID-19 Protection Framework Customer Interaction Protocol Version 2
| 18/01/2022
2

Notice to Service Providers
Appendix 1
Call screening of customers before visit
9. At alert levels Orange and Red Service Providers MUST complete a screening cal  before visiting a house for
any reason, to:
i) Check and get additional customer contact details (if required), must have at least two methods
with one being email if available.
ii) determine if it is safe to visit the house (occupants are well and have not been required to self-
isolate),
iii) determine that the customer has given permission for you to visit,
iv) inform the customer of what you will do onsite during the visit, and
v) inform the customer of what you require them to do while your staff and/or sub-contractors are
onsite.
Note: Customers may be required to self-isolate if they:
•
have recently returned from overseas, or
•
have COVID-19 and have been directed to self-isolate by a healthcare professional, or
•
have had close contact with someone with COVID-19 and a healthcare professional has required them to
self-isolate (they maybe awaiting test results).
10. Service Providers MUST NOT visit the house if any person living in the house:
i) has been required to self-isolate, or
ii) has COVID-19 symptoms (i.e., a fever (over 38oC), or Dry cough or Shortness of breath), or
iii) does not give the Service Provider permission to visit.
11. A pre-appointment screening cal  and/or email to the customer with al  the information in the screening cal
flowchart in Page 4 below and information in clause 9 above MUST occur at the time the appointment is
made to visit.
12. In addition, a call MUST be made to the customer within 24 hours of the appointment to ensure it is stil  safe
and they give you permission to visit.
Note: You should be prepared to be questioned by the customer about the procedures you have in place to ensure
the safety of those in the house. You should also be prepared to show your vaccine certificate (My Vaccine Pass) if
a customer requests it.
Notice to Service Providers 054 – COVID-19 Protection Framework Customer Interaction Protocol Version 2
| 18/01/2022
3

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Screening Call Flowchart
Notice to Service Providers 054 – COVID-19 Protection Framework Customer Interaction Protocol Version 2
| 18/01/2022
4

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Appendix 2
Direct sales requirements (door knocking)
13. Direct sales (door knocking) will be permitted at all Protection Framework levels (Green, Orange, and Red)
after 17 January 2022 for Service Providers who have signed and returned to EECA both the COVID-19
Vaccine Requirement VOC and written confirmation of compliance.
14. Government decisions on the implementation of localised or national lockdown restrictions will take
precedent over EECA’s direct sales requirements.
15. The ability to conduct direct sales may, at the Government’s advice, be suspended in areas where lockdown
restrictions are implemented and may only resume once the Government has lifted said restrictions.
16. Should clause 15 above need to be activated, EECA wil communicate the details of direct selling restrictions
(areas, suspension durations, etc.) to affected Service Providers via email.
17. All direct selling MUST be conducted in a respectful and non-coercive manner, with the full consent of the
homeowner at all stages.
18. Sales staff MUST continue to follow all Service Provider health and safety protocols and EECA’s Customer
Interaction Protocol requirements at all times.
19. To further ensure the safety of both sales staff and homeowners, Service Providers and subcontractors
MUST follow the below flowchart when conducting direct selling for the Warmer Kiwi Homes Programme:
Notice to Service Providers 054 – COVID-19 Protection Framework Customer Interaction Protocol Version 2
| 18/01/2022
5

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Appendix 3
Special independent audit requirements for service provider representatives until 17 January 2022
20. While at Framework level Red EECA would prefer Service Providers to attend audits to minimise disruption
to homeowners where corrective actions are required, however this is not a mandatory requirement at
Framework level Red.
21. While the Audit is taking place, PAE is responsible for the work site and the fol owing requirements are
theirs and EECA’s expectations of Service Providers while onsite during an audit. Please ensure any audit
attendee understands and follows these requirements to minimise the interaction between the PAE
auditors and your representative:
22. Protection Framework Level Red – Heat Pump Audits:
i) The Service Provider representative should not enter the home but may be present for the
inspection of the outdoor unit.
23. Protection Framework Level Red – Insulation Audits:
i) The independent auditor will inspect the ceiling insulation while the service provider representative
remains outside the property.
ii) Should a remedial action be required the independent auditor will move onto the inspection of the
underfloor space, at which point the service provider representative may enter the property.
iii) If a remedial action is required under the floor, the service provider should wait until the
independent auditor leaves the house before entering.
iv) If no remedial actions are required, the service provider representative wil  have no need to enter
the residence at any time during the audit.
24. Service Provider representatives attending independent audits during Framework level Red MUST wear
masks while on site.
25. These special requirements wil  remain in place at Framework level Red until 17 January 2022 (the deadline
to have all frontline workers fully vaccinated).
26. Service Provider representatives wil  be al owed to attend audits at Framework level Red without any special
requirements after 17 January 2022, provided that the Service Provider has signed and returned to EECA
both the COVID-19 Vaccine VOC and written confirmation of compliance.
27. If there are any questions regarding the audit process under Level Red, please contact PAE by phone: 04 555
0039; or email: [email address]
Notice to Service Providers 054 – COVID-19 Protection Framework Customer Interaction Protocol Version 2
| 18/01/2022
6

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Additional Resources
28. Service Providers are responsible for the health and safety of their staff and sub-contractors. Below are some
links to information published by the Ministry of Health, WorkSafe New Zealand and CHASNZ that will be
helpful when determining your health and safety response to COVID-19.
29. Service Providers should continue to monitor information from official websites in order to get accurate and
up to date information on the changing situation with COVID-19.
i) NZ Government COVID-19 website for you and your business: www.covid19.govt.nz
ii) WorkSafe New Zealand: www.worksafe.govt.nz
iii) Ministry of Health: www.health.govt.nz
iv) Construction Health and Safety New Zealand: www.chasnz.org/covid19
v) The Site Safe website has tools specific for the construction industry. You can find toolboxes for all
types of situations and general information on COVID-19: www.sitesafe.org.nz/news--events/covid-
19/
Notice to Service Providers 054 – COVID-19 Protection Framework Customer Interaction Protocol Version 2
| 18/01/2022
7

link to page 56

Document 10.
Notice to Service Providers
To
All Warmer Kiwi Homes Service Providers
Subject
Removal of WKH COVID-19 Vaccination Mandate and updated WKH Customer
Interaction Protocol
Date
17/05/2022
Reference Number NTSP 056
Purpose
To advise Service Providers that the WKH COVID-19 mandatory vaccination requirement for
frontline Service Provider employees has been removed with immediate effect.
Introduction
1. In October 2021 the WKH Steering committee recommended that EECA implement a vaccine mandate for all
WKH Service Providers front line staff. This was implemented on 17 January 2022.
2. Given the recent changes to Government Vaccine Mandates and the revised guidance from WorkSafe regarding
vaccine mandates it was time to review our current mandate regarding the risk.
3. EECAs mandate was primarily concerned with the Health and Safety of the customer within the home, but, given
the high vaccination rates within New Zealand and the customer interaction protocol it was determined that the
risk to WKH customers having unvaccinated Service Providers completing work is not higher than the customer
could be exposed to in the community, therefore the removal of the vaccination mandate has been approved.
4. This document does not specify health and safety requirements for Service Providers to mitigate the risk of
COVID-19 to their staff and sub-contractors. Service Providers must develop their own responses to keep their
staff and sub-contractors safe.
5. In addition, the WKH Customer Interaction Protocol will remain in place as long as the traffic light system1 is in
place and sets out the minimum requirements for interacting with WKH customers at each level of the traffic
light system.
6. The updated Customer Interaction Protocol (version 3) is attached on the next page of this NTSP.
Eddie Thompson
Programme Manager – Warmer Kiwi Homes
1 Subject to updated public health information regarding COVID-19
Notice to Service Providers 056 – Removal of WKH COVID-19 Vaccination Mandate
| 17/05/2022
1

Warmer Kiwi Homes - COVID-19 Protection Framework Customer Interaction Protocol v3
General settings:
General requirements
• Programme ful y operational
• No sick personnel onsite. If you feel unwel , please stay home.
• Some travel restrictions may apply
• General requirements apply (see text on the right)
• Maintain good hygiene standards - wash hands with soap and water, or use
COVID-19 across NZ, including

hand sanitizer. Ensure that you cough or sneeze into a tissue or your elbow and
sporadic imported cases.
wash your hands immediately afterwards. Wipe down al  areas touched by staff
GREEN

Special requirements:
with a suitable disinfectant or soap before leaving the site.
Limited community transmission.
• Recommended to wear a mask onsite but not compulsory
• Effective contact tracing of Service Provider and subcontractor staff, either via
the Government's NZ COVID Tracer mobile app or a manual alternative. Names of
staff, location of site, and timeframes must be recorded and the information
stored in a manner that al ows easy access if needed.
• Direct sales (door knocking) wil  be permitted at al  three Framework levels.
General settings:
Please consult Appendix 2 for direct sales requirements under this Protocol.
• Programme ful y operational
• Some travel restrictions may apply
• General requirements apply (see text on the right)
Please note
Increasing community transmission
• At al  levels EECA staff wil  remain available: claims assessed, grants paid,
with increasing pressure on health
assistance provided, cal  centre active, and website online.
ORANGE
system.
Special requirements:
• The Protection Framework levels may be applied at a town, city, and territorial
Increasing risk to at risk populations. • Cal  screening of customers before visit (see Appendix 1)
local authority; as wel  as at a regional or national level. However, EECA can apply
• Recommended to wear a mask while onsite
the level national y or by TLA.
• 1m physical distancing onsite
• Different parts of the country may be at different Protection Framework levels.
Localised lockdowns may be used by the Government as part of the public health
response across al  levels. We can move up and down alert levels.
General settings:
• Programme ful y operational
• If at any time you feel unsafe or uncomfortable visiting houses as part of the
• Some travel restrictions may apply
WKH Programme, please contact us and you can be taken off the tool temporarily
• General requirements apply (see text on the right)
so you receive no further leads and current leads can be redistributed if
Action needed to protect health
necessary. There is no pressure to continue with the Programme if the situation
system – system facing unsustainable
feels unsafe for your staff or sub-contractors.
number of hospitalisations.
RED
Special requirements:
Action needed to protect at-risk
• Cal  screening of customers before visit (see Appendix 1)
populations.
• Required to wear a mask while onsite
• Special independent audit requirements for service provicer representatives (see
Appendix 3)
• 1m physical distancing onsite
Notice to Service Providers 056 – Removal of WKH COVID-19 Vaccination Mandate
| 17/05/2022
2

Notice to Service Providers
Appendix 1
Call screening of customers before visit
7. At alert levels Orange and Red Service Providers MUST complete a screening cal  before visiting a house for
any reason, to:
i) Check and get additional customer contact details (if required), must have at least two methods
with one being email if available.
ii) determine if it is safe to visit the house (occupants are well and have not been required to self-
isolate),
iii) determine that the customer has given permission for you to visit,
iv) inform the customer of what you will do onsite during the visit, and
v) inform the customer of what you require them to do while your staff and/or sub-contractors are
onsite.
Note: Customers may be required to self-isolate if they:
•
have recently returned from overseas, or
•
have COVID-19 and have been directed to self-isolate by a healthcare professional, or
•
have had close contact with someone with COVID-19 and a healthcare professional has required them to
self-isolate (they maybe awaiting test results).
8. Service Providers MUST NOT visit the house if any person living in the house:
i) has been required to self-isolate, or
ii) has COVID-19 symptoms (i.e., a fever (over 38oC), or Dry cough or Shortness of breath), or
iii) does not give the Service Provider permission to visit.
9. A pre-appointment screening cal  and/or email to the customer with al  the information in the screening cal
flowchart in Page 4 below and information in clause 9 above MUST occur at the time the appointment is
made to visit.
10. In addition, a call MUST be made to the customer within 24 hours of the appointment to ensure it is stil  safe
and they give you permission to visit.
Note: You should be prepared to be questioned by the customer about the procedures you have in place to ensure
the safety of those in the house.
Notice to Service Providers 056 – Removal of WKH COVID-19 Vaccination Mandate
| 17/05/2022
3

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Screening Call Flowchart
Notice to Service Providers 056 – Removal of WKH COVID-19 Vaccination Mandate
| 17/05/2022
4

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Appendix 2
Direct sales requirements (door knocking)
11. Direct sales (door knocking) will be permitted at all Protection Framework levels (Green, Orange, and Red).
12. Government decisions on the implementation of localised or national lockdown restrictions will take
precedent over EECA’s direct sales requirements.
13. The ability to conduct direct sales may, at the Government’s advice, be suspended in areas where lockdown
restrictions are implemented and may only resume once the Government has lifted said restrictions.
14. Should the above clause need to be activated, EECA will communicate the details of direct selling restrictions
(areas, suspension durations, etc.) to affected Service Providers via email.
15. All direct selling MUST be conducted in a respectful and non-coercive manner, with the full consent of the
homeowner at all stages.
16. Sales staff MUST continue to follow all Service Provider health and safety protocols and EECA’s Customer
Interaction Protocol requirements at all times.
17. To further ensure the safety of both sales staff and homeowners, Service Providers and subcontractors
MUST follow the below flowchart when conducting direct sel ing for the Warmer Kiwi Homes Programme:
Notice to Service Providers 056 – Removal of WKH COVID-19 Vaccination Mandate
| 17/05/2022
5

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Appendix 3
Special independent audit requirements for service provider representatives under Red
18. At Framework level Red, EECA would prefer Service Providers to attend audits to minimise disruption to
homeowners where corrective actions are required, however this is not a mandatory requirement at
Framework level Red.
19. These special independent audit requirements outlined below wil only apply to Service Provider
representatives who are not fully vaccinated or do not wish to disclose their vaccination status.
20. While the Audit is taking place, PAE is responsible for the work site and the fol owing requirements are
theirs and EECA’s expectations of Service Providers while onsite during an audit. Please ensure any audit
attendee understands and follows these requirements to minimise the interaction between the PAE
auditors and your representative:
21. Protection Framework Level Red – Heat Pump Audits:
i) The Service Provider representative should not enter the home but may be present for the
inspection of the outdoor unit.
22. Protection Framework Level Red – Insulation Audits:
i) The independent auditor will inspect the ceiling insulation while the service provider representative
remains outside the property.
ii) Should a remedial action be required the independent auditor will move onto the inspection of the
underfloor space, at which point the service provider representative may enter the property.
iii) If a remedial action is required under the floor, the service provider should wait until the
independent auditor leaves the house before entering.
iv) If no remedial actions are required, the service provider representative wil have no need to enter
the residence at any time during the audit.
23. Service Provider representatives attending independent audits during Framework level Red MUST wear
masks while on site regardless of their vaccination status.
24. If there are any questions regarding the audit process under Level Red, please contact PAE by phone: 04 555
0039; or email: [email address]
Notice to Service Providers 056 – Removal of WKH COVID-19 Vaccination Mandate
| 17/05/2022
6

ENERGY EFFICIENCY AND CONSERVATION AUTHORITY
Additional Resources
25. Service Providers are responsible for the health and safety of their staff and sub-contractors. Below are some
links to information published by the Ministry of Health, WorkSafe New Zealand and CHASNZ that will be
helpful when determining your health and safety response to COVID-19.
26. Service Providers should continue to monitor information from official websites in order to get accurate and
up to date information on the changing situation with COVID-19.
i) NZ Government COVID-19 website for you and your business: www.covid19.govt.nz
ii) WorkSafe New Zealand: www.worksafe.govt.nz
iii) Ministry of Health: www.health.govt.nz
iv) Construction Health and Safety New Zealand: www.chasnz.org/covid19
v) The Site Safe website has tools specific for the construction industry. You can find toolboxes for all
types of situations and general information on COVID-19: https://www.sitesafe.org.nz/guides--
resources/covid-19-protection-framework-protocols/
Notice to Service Providers 056 – Removal of WKH COVID-19 Vaccination Mandate
| 17/05/2022
7

Document 11.
DATED
X July 2023
AGREEMENT TO VARY FUNDING
AGREEMENT
Warmer Kiwi Homes – [Heating / Insulation]
BETWEEN
ENERGY EFFICIENCY AND CONSERVATION
AUTHORITY
(EECA)
AND
[INSERT]
(Service Provider)

AGREEMENT TO VARY FUNDING AGREEMENT
Warmer Kiwi Homes (Insulation)
DATED
X July 2022
BETWEEN
(1)
ENERGY EFFICIENCY AND CONSERVATION AUTHORITY at Wellington ("EECA")
(2)
[company name] at [Location] (the "Service Provider")
(each a "Party" and collectively the "Parties")
BACKGROUND
A.
EECA and the Service Provider entered into a Funding Agreement dated [date] for the provision of
services and funding for the Warmer Kiwi Homes Programme ("Funding Agreement"). The
Funding Agreement will commence on 1 July 2022.
B.
With effect on and from X July 2022 ("Effective Date"), the Parties wish to vary the Funding
Agreement to remove the requirement for the Service Provider to ensure that its Personnel are
vaccinated against COVID-19 on the terms and conditions of this Agreement ("Agreement").
THE PARTIES AGREE as follows:
1.
INTERPRETATION
1.1
In this Agreement, unless the context requires otherwise:
(a)
words and expressions not otherwise defined in this Agreement have the meaning given to
them in the Funding Agreement; and
(b)
references to clauses and schedules are to the clauses and schedules of the Funding
Agreement.
2.
VARIATION
2.1
With effect from the Effective Date, the Parties agree to:
(a)
delete clause X of the Funding Agreement;
(b)
delete clause X of the Funding Agreement;
(c)
delete clause X of the Funding Agreement;
(d)
replace "customer care, and health and safety, insurances and Vaccination" in clause X(x) of
the Funding Agreement with "customer care, health and safety, and insurances"; and
(e)
delete item number X (Covid-19 Vaccination Declaration) in Schedule X of the Funding
Agreement.
BF\62671384\1 | Page 1

2.2
In all other respects the Funding Agreement continues with full force and effect.
3.
EXPENSES
Each Party will pay its own costs and expenses arising under or in connection with the preparation,
negotiation and execution of this Agreement.
4.
GOVERNING LAW
This Agreement will be governed by and construed in accordance with the laws of New Zealand.
5.
COUNTERPARTS
This Agreement may be executed in any number of counterparts (including facsimile or scanned
PDF counterpart), each of which will be deemed an original, but all of which together will constitute
the same instrument. No counterpart will be effective until each Party has executed at least one
counterpart.
SIGNED
SIGNED for and on behalf of
)
ENERGY EFFICIENCY AND
)
Signature
CONSERVATION AUTHORITY
)
)
Name
Designation
Date Signed
SIGNED for and on behalf of
)
[SERVICE PROVIDER]
)
Signature
)
)
Name
Designation
Date Signed
BF\62671384\1 | Page 2

Document 12.
Notice to Service Providers
To
All Warmer Kiwi Homes Service Providers
Subject
Removal of COVID-19 Customer Interaction Protocol
Date
14/09/2022
Reference Number NTSP 2022-003
Purpose
To inform al WKH service providers that the WKH COVID-19 Customer Interaction Protocol
is no longer active.
Background
1. On 22 October 2021 the Government announced the implementation of the COVID-19 Protection Framework
(the traffic light system), effective from 11:59pm on 2 December 2021.
2. As a result, the WKH team have updated the Programme’s existing COVID-19 Customer Interaction Protocol
to reflect the changes that the traffic light system brought.
3. On Monday, 12 September 2022 the Government announced that almost all COVID-19 related mandates and
requirements, including the traffic light system, are being repealed.
4. This notice serves to inform you of the WKH response to the above announcement.
WKH Response
5. The Government announcement has rendered the WKH COVID-19 Customer Interaction Protocol redundant
as the traffic light system is no longer in place nationwide.
6. As a result, the WKH COVID-19 Customer Interaction Protocol is no longer active, effective
immediately.
7. We encourage Service Providers to continue practicing good hygiene and to stay home if feeling unwell.
8. Please fol ow Government advice with regards to self-isolation should you get COVID-19.
Encouragement to continue making screening calls
9. We also encourage Service Providers to continue making phone cal s the day before a site visit to ensure that
the homeowners are not self-isolating. This will help you keep your staff safe from COVID-19, reschedule the
appointment for a later date, and save valuable travel time.
Eddie Thompson
Programme Manager – Warmer Kiwi Homes

Document Outline

Appendix Two. EECA's Vaccination and Protocol Policies for WKH Service Providers.pdf
- Appendix Two. EECA's Vaccination and Operating Protocol Policies for WKH Service Providers.pdf
- VOC - COVID-19 Vaccination Requirement (K M Holdaway).pdf
  - 1. INTERPRETATION
    - 1.1 In this Agreement, unless the context requires otherwise:
      - (a) words and expressions not otherwise defined in this Agreement have the meaning given to them in the Funding Agreement; and
      - (b) references to clauses and schedules are to the clauses and schedules of the Funding Agreement.
  - 2. VARIATION
    - 2.1 With effect from the Effective Date, the Parties agree to vary the Funding Agreement by adding new clause 22 to the Funding Agreement as follows:
    - 2.2 In all other respects the Funding Agreement continues with full force and effect.
  - 3. EXPENSES
  - 4. GOVERNING LAW
  - 5. COUNTERPARTS
Service Provider COver Letter
Template - Agreement Introducing Mandate
Template - Agreement Removing Mandate