On this page:

Banning telemarketing under the VEU program

The Victorian Government has announced a ban on telemarketing under the Victorian Energy Upgrades (VEU) program, to protect consumers from high-pressure sales tactics and other inappropriate marketing.

Under the ban, accredited providers will no longer be allowed to use ‘cold calling’ tele-sales (unsolicited sales to prospective customers) to promote products and services included in the program.

The ban is part of a suite of reforms to further protect not just VEU consumers but accredited providers and program participants too, as VEU continues to contribute to emissions reductions.

The Department of Energy, Environment and Climate Action has been seeking feedback from stakeholders to inform the design, timing and implementation of the ban. For more information, please visit our Engage Victoria webpage.

Are accredited providers allowed to contact me about the VEU program?

The VEU is a market-based program. As such, it offers incentives for private businesses to undertake energy efficiency upgrades in Victoria.

Until this ban comes into effect, these businesses, known as accredited providers, can use a range of methods to contact you about the VEU program, including:

  • print and online advertising
  • telemarketing
  • door knocking
  • accredited providers can also use third parties to contact you on their behalf about the VEU program.

Who initiates telemarketing?

Telemarketing and door knocking under the VEU program:

  • is not initiated nor paid for by Victorian Government departments, or official representatives of the government
  • is initiated by private businesses that may be participating in the program.

The government does not give out private contact information, such as phone numbers, to private businesses participating in the VEU program.

Telemarketers and door knockers must comply with the VEU code of conduct

An accredited provider or a third party acting on their behalf must act in accordance with your rights under the VEU code of conduct.

We treat any reports of non-compliance with the requirements seriously.

Once the ban comes into effect, accredited providers will not be allowed to use cold calls to market VEU products and services.

Times telemarketers and door knockers can contact you

Telemarketers and door knockers cannot knock on your door or call you:

  • on Sundays
  • on public holidays
  • before 9 am or after 6 pm from Monday to Friday and after 8 pm for calls
  • before 9 am or after 5 pm on Saturdays.

Once the ban comes into effect, accredited providers will not be allowed to use cold calls to market VEU products and services.

Actions you can take if you want to stop telemarketing calls

You can list your number on the Do Not Call register if you no longer want to receive telemarketing calls.

Registration is free and you only need to do it once. The register is managed by the Australian Communications and Media Authority (ACMA).

After registering your number:

  • telemarketers and fax marketers must not contact your number after 30 days. It is illegal for any non-exempt Australian or overseas telemarketer to contact you after this 30-day period
  • it will remain on the do not call register until you withdraw it.

You can register your number:

How to make a complaint about a telemarketer

If your number is on the Do Not Call Register and you are still being called, you can make a complaint to ACMA.

You can make a complaint to the Essential Services Commission (ESC), who administers the VEU program:

You can also lodge a complaint with Consumer Affairs Victoria (CAV). They are responsible for:

  • handling any issues with Australian Consumer Law
  • dealing with false or misleading claims
  • telemarketing and door knocking standards.

To make a complaint:

Page last updated: 26/07/23