For the duration of the contractor's participation in the HPCN, they will be subject to ongoing management including confirmation that business information remains accurate and in-line with HPCN terms and conditions, and that employees are abiding by HPCN training and the Code of Conduct.

The HPSC will monitor the following criteria for ongoing contractor management:

*A list of rebate program partners are available here.

The main goal of the ongoing management will be to keep as many contractors qualified as possible, while improving project workmanship (as it pertains to the HPCN best practices training) and contractor behaviour (as it pertains to the HPCN Code of Conduct). The HPSC will work with contractors for successful resolution and make reasonable attempts to contact and coach the contractor before considering further consequences.

Resolution Protocol

If an issue arises during ongoing contractor management, a standard resolution process will be followed.

Resolution of issues identified during contractor management will follow the decision-making framework developed by the HPSC shown in the flowchart below and described in the following sections. The HPSC retains ultimate authority to modify the framework and make exceptions as deemed necessary. Note that resolution in this context refers to contractor qualifications and behaviour and does not include remediation work for a specific project.

When an issue is raised or found by the HPSC, the resolution protocol is initiated. There are two main branches to the process:

FRAUD, ILLEGAL OR UNSAFE ACTIVITY, SEVERE AND/OR MULTIPLE ISSUES

The HPSC first determines if the issue is, or might be, related to fraud or illegal or unsafe behaviour. If so, the HPSC follows the process on the left side of the flow chart. Additionally, the HPSC may deem an issue severe enough or large enough in volume/frequency to warrant this process.

Account Suspended

In this situation, the HPSC will immediately suspend the company's HPCN membership. While suspended, the following applies to the company:

• Any work completed by the company is not eligible for rebates from our program partners including CleanBC, BC Hydro, FortisBC, and PNG;

• The company will not be displayed in the HPCN search tools;

• The company is not eligible to apply for training subsidy reimbursements through the HPCN; and

• The company must halt the use of the HPCN logo on any digital or physical collateral.

Opportunity to Resolve

The HPSC will provide information on the required action(s) needed for the company to resolve the issue and provide opportunities to discuss the matter.

The company will be suspended for a minimum period of time (6 or 12 months), regardless of any corrective actions they may take.

Possible Outcomes

• Reinstated: Once the suspension period has ended, and the company has completed their required corrective action(s), their account may be reinstated.
• Marked as Inactive: If the company does not complete the required corrective action(s) by the end of the suspension period, the company will be marked as inactive and may face delays and additional requirements in reinstating their membership in the future.
• Dismissed: If, at any time, the HPSC deems the issue or the company's action/lack of action during the resolution protocol to warrant dismissal, the company will be permanently removed from the HPCN and not eligible for reinstatement.

STANDARD ISSUE, MOST FIRST-TIME OFFENCES

For most other issues, the HPSC follows the process outlined on the right side of the flow chart.

The includes when a company's HPCN-trained installer has not completed the final required training course after the allotted 6-month window (Quality Installation of Forced Air Furnace and Ai Source Heat Pump Retrofits for BC Homes for the HVAC sector and Quality Installation of Insulation Retrofits for BC Homes for the Insulation sector).

Opportunity to Resolve

In this situation, the HPSC will contact the company to discuss the issue. The HPSC will provide information on the required corrective action(s) and timeframe needed for the company to resolve the issue.

Possible Outcomes

• Reinstated: If the company completes the required corrective action(s) within the required timeframe, their account will be reinstated.
• Paused: If the company does not complete the required corrective action(s) within the required timeframe, their account will be paused. While paused, the following applies to the company:

• Any work completed by the company is not eligible for rebates from our program partners including CleanBC, BC Hydro, FortisBC, and PNG;
• The company will not be displayed in the HPCN search tools;

• The company is not eligible to apply for training subsidy reimbursements through the HPCN; and

• The company must halt the use of the HPCN logo on any digital or physical collateral.

Once the company completes their required corrective action(s), their account can be reinstated.

• Suspended: If the company does not complete the required corrective action(s) after 6 months of being paused, the company will then be suspended. While suspended, the same restrictions apply to the company as the "Paused" period described above. The company will be suspended for a minimum period of time (6 or 12 months), regardless of any corrective actions they may take. Once the suspension period has ended, and the company has completed their required corrective action(s), their account may be reinstated.
• Marked as Inactive: If the company still does not complete the required action(s) by the end of the suspension period, the company will be marked as inactive and may face delays and additional requirements in reinstating their membership in the future.
• Dismissed: If, at any time, the HPSC deems the issue or the company's action/lack of action during the resolution protocol to warrant dismissal, the company will be permanently removed from the HPCN and not eligible for reinstatement.