About the VEU program

How the VEU program works

Victorian Energy Upgrades is a government energy efficiency program. Households and businesses can receive rebates or discounts on energy-saving products. This helps cut power bills and reduce greenhouse gas emissions.

Every upgrade allows businesses under the Accredited Providers program to generate Victorian Energy Efficiency Certificates (VEECs). Each certificate represents one tonne of greenhouse gas prevented from entering our atmosphere. Accredited providers then sell these certificates to energy retailers.

Energy retailers use the certificates to meet annual emissions targets set by the Victorian Government.

The incentive or discount for households and businesses varies depending on the market activity and certificate price.

The Essential Services Commission regulates and administers the program. This includes accrediting providers and approving the products that can be installed under the program.

Your rights under the VEU program

The VEU program code of conduct sets out minimum standards of behaviour aimed at protecting consumers. The code applies to everyone involved in delivering or marketing upgrades.

Code of conduct consumer information

The code of conduct protects all consumers under the Victorian Energy Upgrades program.

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.

If you are working with an accredited provider or a third party operating on their behalf, they must:

only enter into a contract with someone who is 18 years or older
make sure they tell you about any work to be done, and you understand this before the work is started
give you information about your rights and obligations under VEU program, as well as the upgrade they are offering and a contract. The contract should detail the product/service, a quote and any additional fees, decommissioning procedures, and cooling-off periods
tell you about and make sure you understand any work to be done before it is started
tell you who is installing the upgrade if you choose to go ahead with a product or service
provide a phone number for you to contact the person or company installing the upgrade.

If you are working with an accredited provider or a third party operating on their behalf, they must:

only start work once you have given your consent
not start any work if they haven’t notified you about the details of the job. This might include the time and date, product/service to be installed, and information of the person undertaking the activity, such as their accredited provider and contact details
only talk to someone who is over 18 years
give you, once the job has been completed, their contact details so you can contact them if required
give you dispute resolution information and any instructions and warranty information for product/services installed.

Want to talk to us about the VEU program?

Please call (03) 9032 1310 or email us at veu@esc.vic.gov.au

Where else to go for help

You can sign up for the Do Not Call register or call 1300 792 958 if you don't want to receive telemarketing calls. This makes it illegal for any non-exempt Australian or overseas telemarketer to contact you.

If you have a complaint about false or misleading claims, telemarketing or door knocking, contact Consumer Affairs Victoria online or call 131 450

How the program benefits all Victorians

Victorian Energy Upgrades reduce emissions and lower energy prices for all Victorians.

Energy savings from the program are expected to reduce Victorian electricity consumption by 7% in 2025 and avoid $3.8 billion in energy system costs.

Reduces energy bills

Energy-efficient products installed under the Victorian Energy Upgrades program reduce energy demand and the need to build new energy infrastructure. This, in turn, lowers energy prices for everyone more than the program's cost.

While those that undertake upgrades through the program will save more, even those who do not participate will save on their bills. Average households are estimated to save $150 over the next 10 years.

Reduces greenhouse gas emissions

Under new emission reduction targets, the program will lock in 28 million tonnes of greenhouse gas emissions savings for Victoria between 2022 and 2025. That’s equivalent to taking more than 8.5 million cars off the road for a year.

Program expansion

The program is expanding to include new and revised activities and incentives for households to carry out upgrades that save energy and lower bills.

New incentives will support Victorian households to:

replace gas appliances with efficient electric alternatives
install smart appliances
receive home energy rating systems.

Download the factsheet

Page last updated: 20/09/22

About the VEU program

On this page:

How the VEU program works

Your rights under the VEU program

Code of conduct consumer information

Marketing activities

Contracts

Undertaking work

Contact us