Contractor Management

For the duration of the contractor's participation in the HPCN, they will be subject to ongoing management including confirmation that all required business documentation remains up-to-date and quality assurance checks on the company and its qualified lead installers.

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

*industry rebate/incentive programs e.g. Clean BC and Home Renovation Rebate Program

The main goal of the ongoing management will be to keep as many contractors qualified as possible, while improving project quality and contractor behaviour. 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 figure below and described in the following pages. 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.


Level One: Coaching Call

Initiated when:

  • There is an indication of quality assurance issues with a contractor (e.g., customer complaints, inaccurate or expired documentation or qualifications, program partner report indicates need for action, etc.) OR
  • Completing periodic random checks

Process

  • HPSC contacts the contractor to discuss the issue(s)
  • HPSC offers clarification and support to rectify the problem
  • HPSC and contractor agree on a resolution plan and set a timeline for next steps and follow-up, including reasonable grace periods
  • The conversation and resolution plan are documented
  • HPSC follows up by scheduled deadline to confirm if the issue is resolved
  • Possible outcomes:
    • Resolution achieved = no further action required
    • Resolution not achieved = HPSC escalates to Level Two
    • Fraudulent or illegal work activity suspected = further investigation and possible alerting of authorities having jurisdiction (see Level Three)
      • Examples of fraudulent or illegal work include, but are not limited to: lying about, falsifying, or failing to divulge business, personnel, or project information; having a legal impediment, from an authority having jurisdiction, related to their person or business and relevant to the work; applying to the network and failing to divulge previous interactions under a different business name; cheating on training or qualifications whether required by the HPCN or otherwise associated with the work, etc.
  • Coaching calls will be documented by the HPSC but will not be held as a permanent record towards possible account pausing, unless:
    • The contractor requires more than 3 coaching calls for separate issues within a 12-month period
    • Resolution is not achieved from the first coaching call and formal disciplinary action takes place (see Level Two)
    • The investigation leads to alerting authorities of suspected fraudulent or illegal activity (see Level Three)

Level Two: Formal Disciplinary Action

Initiated when:

  • Resolution is not achieved after Level One.

Process

  • HPSC follows up with the contractor to discuss the concern and why resolution failed in Level One
  • HPSC offers clarification and support to rectify the problem
  • HPSC and contractor agree on a new resolution plan and set a timeline for next steps and follow-up
  • The conversation and resolution plan are documented and both the HPSC and contractor sign their agreement
  • HPSC follows up by scheduled deadline to confirm resolution is complete
  • Possible outcomes:
    • Resolution achieved = no further action required
    • Resolution not achieved = HPSC escalates to Level Three
  • Formal disciplinary action will be documented by the HPSC and held for a minimum of five years on the contractor's record. If a contractor requires 3 formal disciplinary actions within a 2-year timeframe the HPSC reserves the right to pause the account (Level 3).

Level Three: Account Paused

Initiated when:

  • Resolution is not achieved to an acceptable degree as determined by the HPSC after Level Two, OR
  • A contractor is suspected of fraudulent or illegal activity related to the work and is currently under investigation by authorities having jurisdiction (e.g., WorkSafeBC, Better Business Bureau, etc.), OR
  • A contractor requires 3 formal disciplinary actions (Level 2) within a 2-year timeframe, OR
  • A contractor, their installer(s) or subcontractor(s), fail to treat homeowners or HPSC staff and representatives, with respect and professionalism at any time.

Process

  • HPSC will notify the contractor of their paused account status and explain what it means:
    • A paused account means that the contractor's profile will not be viewable or searchable to the public in the HPCN database and the contractor will not be eligible to start any new projects as an HPCN until the matter is resolved.
  • Possible outcomes:
    • Contractor resolves the issue to an acceptable degree as determined by the HPSC = HPSC contacts contractor to discuss reactivating the account
    • Authorities investigating the contractor conclude that there is no evidence of fraud or illegal activity = HPSC contacts contractor to discuss reactivating the account
    • Contractor's account is paused for a period of 1 year and they fail to seek resolution with the HPSC = HPSC may dismiss them from the HPCN and may impose a moratorium until they can reapply

Dismissal

Initiated when:

  • A contractor's account remains paused for a period of 1 year and they fail to seek resolution with the HPSC
  • If the contractor is found to have committed a civil or criminal crime related to residential renovation work by a recognized authority having jurisdiction (e.g., WorkSafeBC, Better Business Bureau, etc.)
  • The contractor, or their installer(s), fails to treat HPSC staff or representatives with respect and professionalism to a degree that prevents further resolution, as determined by the HPSC

Process

  1. HPSC will notify the contractor of their dismissed account status and explain what it means:
    • A dismissed account means that the contractor is no longer an active membership in the HPCN and will no longer have access to network benefits. Their profile will not be viewable or searchable to the public in the HPCN database and the contractor will not be eligible to start any new projects that require HPCN membership.
  2. Possible outcomes:
    • Dismissed contractors may be barred from reapplying to the HPCN or face a moratorium on reapplying

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