1 July 2022

If you are working in the Victorian Energy Upgrades (VEU) program, you must act now to familiarise yourself with the new Code of Conduct (Code) and its requirements.

Who the Code applies to

The Code commences 1 July 2022 and applies to everyone involved in delivering upgrades under the VEU program. This includes:

  • accredited providers or their contractors
  • 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.

With the Code now in force, it is recommended accredited providers 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.

Page last updated: 20/09/22