Help and support

Getting help when you need it

There are a range of resources available to support assessors. When you have a question, need guidance, or want to report an issue, use one of the options below.

For technical, modelling or accreditation questions, contact the relevant accreditation organisation:

Home Energy Ratings (NatHERS) for new homes:

• Australian Building Sustainability Accreditation (ABSA)
• Design Matters National (DMN) 
• Home Energy Raters Association (HERA)

Home Energy Ratings for existing Homes

• Design Matters National (DMN) 

For software support

The CSIRO Home Energy Rating help desk provides dedicated magicplan and AccuRate Enterprise technical support to existing homes assessors. The help desk also provides troubleshooting articles and resources.

For any issues regarding a rating software tool, whether it is a suspected error or broken functionality, please contact the relevant software tool provider directly:

• Hero
• FirstRate5
• BERS Pro
• AccuRate

General enquiries

If you have any other questions, need guidance, or want to report an issue, the easiest way is via the inbox at admin@nathers.gov.au.

NatHERS will provide an initial response to all enquiries sent to this address within 3 working days and provide a full response as soon as possible.