1 June 2022

From 1 July, the Code of Conduct (Code) will be introduced for businesses working under the program, alongside legislative reforms and improving consumer communications.

The Code includes protections for Victorians regarding marketing and sales, contracts, communication, installation, after-sale follow-up and customer dispute resolution. These protections are in step with industry codes and Australian Consumer Law.

The Code for the Victorian Energy Upgrades (VEU) program has now been made in Regulations and will be introduced on 1 July 2022.

Who the Code applies to

The Code of Conduct (Code) applies to everyone involved in delivering upgrades under the VEU program. This includes:

  • accredited providers
  • installers
  • companies doing lead generation and marketing
  • any other third party involved in delivering upgrades under the VEU program.

What the Code means for accredited providers and third parties

The Code sets minimum standards of behaviour aimed at protecting consumers and strengthening public confidence in the VEU program.

The Code covers the full range of the consumer’s VEU journey, including:

  • marketing
  • sales
  • contracting
  • installation
  • after-sales processes
  • dispute resolution.

Any part of delivering an upgrade (including sales and marketing) that does not meet the Code's requirements may result in the upgrade not being eligible for VEU incentives or creating certificates.

The Code's requirements are consistent with Australian Consumer Law and current best practices. Many businesses will therefore need to make minimal changes to their current practices.

Ahead of the Code coming into force on 1 July, accredited providers must communicate with all contractors and service providers working for them on the VEU program (including marketing/lead generation) to make them aware of the requirements of the Code.

For further information

For further information about the Code, contact the Essential Services Commission:

Page last updated: 20/09/22