Rinnai 24 Ducted Gas Heater OM
18. Customer Care Program
Our products are renowned for providing years of trouble free performance. However, without some attention they
may not perform at their peak all of that time. Like most things, to perform most efficiently they need a little care. So
to ensure that every unit is always in top condition, we have established the Care Program for our valued customers.
After becoming a member of our Care Program, a courtesy call will be made regarding maintenance service to the
unit. This service includes cleaning the unit and ensuring that the system is operating at maximum efficiency. Not
only does this guarantee peak performance, it also allows any minor problems to be detected early. Which ensures
that the system will always be ready needed.
If more than routine maintenance is required, the task can be attended to at the time of the service (additional
charges may apply). This repair will be guaranteed for 3 months (for labour) and 12 months (for parts).
18.1
Contact Customer Care
Refer to the contact details on the back page. Before contacting Customer Care, ensure all corrective actions have
been attempted and gather the following details:
• the message
• the model, and
• the type of appliance.
Preferential Offers
The Customer Care program is designed to help our customers get the most out of their heating system. We may
make contact with preferential offers for preventative maintenance services, which will keep the heater in great
condition.
18.2
Product Registration
If in Australia, to register your product warranty online please visit www.rinnai.com.au/support-resources/warranty-
registration/
19. Maintenance
19.1 Routine Maintenance
Return Air Filter
Where fitted, the return air filter must be cleaned at least every two weeks during the heating season. A dirty air
filter will reduce the efficiency, effectiveness and air quality of the system. The filter is usually located in the return
air grille, in either a wall or the ceiling within the home.
To clean washable filters, remove the filter and clean with a vacuum cleaner. The filter may also be washed with
warm soapy water. Ensure the filter is completely dry before installing it.
IMPORTANT: Never operate the system without the return air filter in place if add-on air conditioning is installed.
Heater Unit
If the heater is installed externally, periodic inspection is required to ensure vegetation has not grown around the unit
(plants, weeds etc.). The cabinet should be kept clean and have the recommended clearances maintained. Ensure
there is no water build up (including from condensate drain) on or around the unit.
Note: Preventative Maintenance Services are chargeable and not covered under the product warranty. The heater needs to have
reasonable and safe access and be installed in line with the installation instructions supplied with the heater. An extra charge
may apply if the company is required to allocate two service personnel to enable compliance with safety regulations.
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