Obligations for VEU accredited providers when contacting households

Household participation in the Victorian Energy Upgrades program is entirely voluntary.

Accredited providers use a range of techniques to contact eligible households, including through advertising and doorknocking. This contact plays a valuable role in allowing consumers to engage with the program, but it must be done in the correct manner.

This page outlines the obligations for accredited providers and third parties operating on their behalf.

Provision of information

By law, accredited providers and third parties operating on their behalf must tell you:

• their name
• the name and address (not a PO Box) of the
• accredited provider they represent
• the purpose of the call/visit.

Knock and call times

Accredited providers and third parties operating on their behalf are not allowed to doorknock or call you:

• on Sundays or public holidays
• before 9 am or after 6 pm on weekdays (after 8 pm for calls)
• before 9 am or after 5 pm on Saturdays.

Doorknocking

Accredited providers and third parties operating on their behalf must leave the premises if asked by you and not return for 30 days. They must not approach any premises with a ‘do not knock’ sign.

Telemarketing

Accredited providers and third parties operating on their behalf must:

• inform you how they acquired your telephone number (if asked)
• remain on the line and answer any questions you have about the provider they represent
• refrain from using recorded messages or ‘robo’ phone tactics designed to alarm
• inform you which accredited provider will be undertaking the installation
• ensure their calling line identification is enabled
• at your request, hang up immediately and not call back for at least 30 days.

To stop receiving all telemarketing calls, you can register your number with the Australian Communications and Media Authority's Do Not Call Register.

False and misleading claims

Accredited providers are businesses approved to participate in the program. They and third parties operating on their behalf must not make false or misleading claims, or engage in misleading or deceptive conduct including:

• claiming they work for the Victorian Energy Upgrades program, the Essential Services Commission or the Victorian Government
• claiming the installation is mandatory under the Victorian Energy Upgrades program
• claiming your telephone number was provided by the Victorian Government
• providing incorrect contact details
• making any other inaccurate representations that might induce you to agree to an upgrade.

Got a question or a complaint?

Contact us to ask a question or register a complaint.