If an accredited provider or third party operating on their behalf contacts you about the VEU program, they must:
- only market or sell VEU program upgrades to you if you are over 18 years and able to understand the information provided
- explain that the program is voluntary and you do not have to take part
- explain how they got your address and why they are visiting your house or business
- tell you what business they work for
- always wear an identification card that includes a photo, their full name, contact details, ABN, and main contractor details
- not use high-pressure tactics to sell or market products or services
- provide accurate information about the goods or services being provided and their quantity
- not say things that are false or deceptive – this includes that they work for the Victorian Government or the Essential Services Commission or that the Victorian Government provides private contact information (such as phone numbers) for the purposes of marketing.