7 July 2023
On 22 June 2023, the Minister for Energy and Resources Lily D’Ambrosio announced her intention to implement a ban on telemarketing and other high-risk forms of unsolicited marketing 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 and other high-risk forms of unsolicited marketing to spruik products and services included in the program.
Currently, accredited providers currently use a range of methods to market subsidised energy efficient products and services to households and businesses, which include telemarketing and doorknocking. Accredited providers may use third parties to help them reach potential customers. All VEU-related marketing must abide by the VEU Code of Conduct and Australian Consumer Law.
Since 2021, the Essential Services Commission, which regulates the VEU program, has received an increasing number of complaints from consumers about marketing misconduct by industry under the VEU program. The complaints suggest the misconduct is worsening. Telemarketing misconduct is particularly problematic, with more than twice as many complaints compared to doorknocking. These challenges continue despite several reforms to improve industry compliance and strengthen consumer protections under the VEU 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 is seeking feedback from stakeholders to inform the design and implementation of the ban, so that consumers are protected as quickly and effectively as possible, while supporting industry to transition to other methods to market energy efficient products and services.
Interested parties and stakeholders are invited to make submissions to the public consultation paper by Monday 24 July 2023. In addition, accredited providers are invited to complete a short industry survey about their current and planned VEU marketing practices by Monday 24 July 2023.
For more information and to make a submission or survey response, please see our Engage Victoria consultation page. Further information on the webinar to follow shortly.
Page last updated: 26/10/23