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The Victorian Energy Upgrades (VEU) program code of conduct sets out minimum standards consumers should expect from people and businesses delivering products and services through the program.

Participation in the VEU program is entirely voluntary.

The VEU code of conduct protects all consumers with the following:

  • lead generation or marketing
  • entering a contract for the sale or supply of program upgrades
  • any work involving delivering program upgrades
  • follow-up activities.

Actions you can take if someone does not meet their obligations under the code of conduct

If you feel that a provider is not meeting their obligations under the code of conduct, you can take the following action:

  • ask the person to leave
  • request no more telemarketing calls
  • hang up the phone
  • make a complaint.

How a provider must behave if they contact or market to you

If an accredited provider or third party operating on their behalf contacts you about the VEU program, they must:

  • tell you about the code of conduct and, on request, give you a copy of the code
  • 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
  • not use high-pressure tactics to sell or market products or services
  • provide accurate information about the goods or services being provided and their quality
  • not say things that are false or deceptive – this includes:
    • saying they work for the VEU program, the Essential Services Commission or the Victorian Government
    • telling you that the Victorian Government gave your telephone number
    • giving you incorrect contact details
    • making any other inaccurate representations that encourage you to agree to an upgrade

It is a requirement for lead generators to always wear an identification card that includes the following

  • their photo
  • full name
  • contact details
  • ABN
  • main contractor details.

Before you enter a contract

Before entering a contract, the provider or third party operating on their behalf must give you a statement of rights. The statement explains your rights and obligations concerning the contract.

Other things a provider or third party must do before entering a contract:

  • 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 starts
  • give you information about your rights and obligations under the VEU program, the upgrade they are offering and a contract. The contract should detail the following:
    • the product/service
    • a quote and any additional fees
    • decommissioning procedures
    • the scheduling and completion of the work
    • cooling-off periods
  • tell you who is installing the upgrade if you choose to go ahead with a product or service
  • provide a phone number to contact the person or company installing the upgrade.

When a provider undertakes upgrade work

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
  • only begin work if they have notified you about the job details. This might include:
    • the time and date
    • the product/service to be installed
    • information of the person undertaking the activity, such as their accredited provider and contact details
  • only talk to someone who is over 18 years
  • tell you if an upgrade affects your home or an essential service
  • give you, once the job has been completed, their contact details, so you can contact them if required
  • provide you with dispute resolution information, instructions and warranty information for the product/services installed.

What happens if the product or service does not comply with the program requirements?

An accredited provider must take steps to tell you if an upgrade did not comply with the VEU program's requirements. In addition, any replacement product must meet the program's technical requirements.

If you have a dispute with a provider

Accredited providers need to have in place a process to resolve complaints. In addition, the accredited provider needs to give you information on how to access the process during the upgrade.

You can make complaints about the following:

  • the accredited provider
  • any third party operating on their behalf.

If you make a complaint, an accredited provider needs to:

  • acknowledge your complaint within 5 business days
  • take all reasonable steps to resolve the complaint within 20 business days.

If there is no resolution to a complaint, the provider must help you access an external dispute resolution process.

Contact us

Please call (03) 9032 1310 or email the VEU team.

Where else you can get help

  • You can sign up for the Do Not Call register or call 1300 792 958 to avoid receiving 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 or call 131 450.

Page last updated: 14/02/23