View Victorian Energy Upgrade (VEU) program delivery requirements for accredited persons, in accordance with COVIDSafe practices.
Coronavirus requirements in the Victorian Energy Upgrades program
With additional restrictions currently in place, Victorian Energy Upgrades activities must be delivered in line with current public health directions.
Read more about the latest changes for participants of the Victorian Energy Upgrades program, in place from 4 June 2021.
It is important that all Victorian Energy Upgrade participants deliver program activities in accordance with COVIDSafe and Australian Consumer Law practices. By protecting the reputation of the program, we can maintain a transparent and efficient market, and a program that operates with integrity.
View more information about COVIDSafe settings for business and industry on the Victorian Government's coronavirus website.
Program participants are responsible for ensuring that they have developed and implemented a COVIDSafe plan consistent with requirements set out for the construction industry when undertaking any activities under the Victorian Energy Upgrades program.
Accredited persons undertaking installations under activities 15 (space conditioning), 17 (shower rose), 21 (incandescent lighting) and 30 (in-home display unit) must:
- provide us with details of the service level agreements with your lead generator and sales organisations clearly showing your relationship with these organisations (for both door knocking and telemarketing)
- send the following information to email@example.com each week by 5 pm Monday:
- the lead generator and sales organisations you have used in the previous week to undertake door knocking activities (and the postcodes targeted)
- the lead generators and sales organisations you propose to use in the coming week to undertake door knocking activities (and the postcodes targeted).
More generally, accredited persons engaging in marketing practices under the program for any activity (either directly, via sub-contractors and/or third party companies) must:
- ensure that all lead generators, salespeople and installers:
- inform the consumer the program is a voluntary government initiative and that consumers can learn more about the program on the commission website
- do not make false or misleading claims such as claiming they work for, or on behalf of, the Victorian Government
- inform the consumers of their name, and the name and address of the accredited person they represent
- ensure that all lead generators (doorknockers and telemarketers) comply with Australian Law Consumer requirements
- ensure that all telemarketers comply with the Telecommunications (Telemarketing and Research Calls) Industry Standard 2017
- ensure that all door knocking lead generators wear an ID.
We will continue to work closely with the Department of Environment, Land, Water and Planning (DELWP) to monitor the actions of accredited persons and your lead generators. This includes:
- undertaking additional audits
- referring consumer reports of observed non-compliance to the Police Assistance Line
- managing consumer complaints.