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You have rights under the VEU program Code of Conduct. The code applies to everyone involved in delivering the program.

Rules and regulations

The Victorian Energy Upgrades (VEU) program Code of Conduct sets out standards that people and businesses delivering products and services through the program must follow.

This Code protects consumers with the following:

  • advertising
  • entering a contract for program upgrades
  • delivering program upgrades
  • any follow-up activities
  • dispute resolution.

You can view and find about more about the code of conduct

What to do if someone does not follow the rules and regulations

If you think a provider is not following the rules, you can:

  • ask the person to leave
  • hang up the phone
  • make a complaint.

How a provider must behave if they contact you

If a company contacts you about the VEU program, they must:

  • not call you without your prior consent
  • tell you about the code of conduct and provide a copy on request
  • only market or sell VEU program upgrades if you are over 18 and can understand the information
  • make it clear that joining the program is your choice
  • explain how they got your information and why they are visiting your place
  • tell you what company they work for
  • not pressure you into buying products or services
  • provide true information about the goods or services they sell
  • comply with spam laws if sending marketing emails or SMS, including getting consent, making it easy to unsubscribe and identifying the provider or business in the message
  • not falsely claim to work for the VEU program, Essential Services Commission, or the Victorian Government
  • not falsely claim that the Victorian Government provided your phone number
  • not make any other inaccurate representations that encourage you to agree to an upgrade.

It is a requirement for companies to always wear an identification card that includes the following:

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

Telemarketing and doorknocking

Private companies involved in the VEU program can advertise discounted energy-efficient products but are not allowed to cold-call you (from 1 May 2024) or doorknock your premises (from 1 August 2024).

These bans only apply to energy upgrades that involve eligible products, rebates and discounts under the VEU program.

Please see the Contact us section below if you have a complaint about telemarketing or doorknocking.

If you have a complaint about false or misleading claims, telemarketing or doorknocking, contact Consumer Affairs Victoria or call 131 450.

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.

Before you enter a contract

  • Receive a Statement of Rights from the provider explaining your rights and responsibilities in the contract.
  • Only enter a contract with someone who is 18 years or older.
  • Verify that the provider tells you about planned work, and you understand this before the work starts.
  • Request information about your rights and responsibilities under the VEU program, upgrade details, and contract terms.
  • The contract should cover the following:
    • product/service
    • quote and any additional fees
    • decommissioning procedures
    • scheduling and completion of the work
    • cooling-off periods.
  • Ensure the company tells you who is installing the upgrade.
  • Ensure the company provides a phone number to contact the person installing the upgrade.

When a provider undertakes upgrade work

If you are working with a provider, they must:

  • only begin work once you have given them permission
  • only begin work once they have told you the details of the job, including:
    • the time and date
    • the product/service to be installed
    • who the installer is and their contact details
  • give you their contact details, so you can contact them for future needs
  • tell you if an upgrade affects your home or an essential service
  • provide you with dispute resolution information, instructions and warranty information for the product/services installed.

What if the product or service fails to meet 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 must have a complaint resolution process in place.

They must also provide you with information on how to access this process during the upgrade.

You can make complaints about the following:

  • the accredited provider
  • any program participant
  • a third party operating on behalf of the accredited provider.

If you make a complaint, the provider must:

  • 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 contact the Essential Services Commission on (03) 9032 1310 or email veu@esc.vic.gov.au for your queries and VEU-related complaints, including banned telemarketing and doorknocking practices.

If you have other general questions relating to the VEU program, please contact energy.upgrades@deeca.vic.gov.au.

Where else to go for assistance with your rights as a consumer? Please contact Consumer Affairs Victoria or call 131 450.

Download the factsheet

Translations

We have translated the Victorian Energy Upgrades consumer rights factsheet into various languages.

Page last updated: 05/08/24