The Victorian Energy Upgrades (VEU) code of conduct sets minimum standards for accredited persons and scheme participants delivering discounted products and services through the program.
Meeting your obligations under the VEU code of conduct
Overview
Meeting your obligations under the VEU code of conduct
The Victorian Energy Upgrades (VEU) code of conduct (the code) came into effect on 1 July 2022.
Accredited persons and scheme participants must comply with the code.
The code sets out minimum standards that consumers can expect from people and businesses delivering discounted energy efficient products and services through the VEU program. It is designed to protect consumers and promote professional conduct and best practice by industry to deliver the program.
The code establishes a standard of behaviour by accredited persons and scheme participants when delivering upgrades to Victorian consumers under the program. These are known as 'regulated actions' which are:
- lead generation and marketing
- entering a contract for the sale or supply of program upgrades
- undertaking any work involved with delivering program upgrades
- following up activities including dispute resolution.
Scheme participants are third parties involved in the upgrade pipeline. They may work for, or on behalf of, an accredited person. They may:
- make telemarketing calls
- door knock to generate sale leads
- install and/or decommission (or remove) a product
- deliver a range of other upgrade activities.
The code of conduct guideline and industry guides
The guideline explains all parts of the code to help accredited persons and scheme participants comply with their requirements. It includes practical guidance, definitions of key terms and other information. The guideline does not create any additional obligations to those set out in the code.
The industry guides provide further information on how to achieve compliance when engaging with consumers during certain stages of the program.
28 October 2022
The guideline is designed to help you understand the code. It includes practical guidance, definitions of key terms and other useful information. The guideline does not create any additional obligations to those set out in the code.
(pdf, 516.37 KB)
8 November 2023
Summarises key obligations of anyone undertaking lead generation and marketing under the Victorian Energy Upgrades program.
(pdf, 147.07 KB)
8 November 2023
Summarises key obligations of anyone conducting installations and other work under the Victorian Energy Upgrades program.
(pdf, 147.59 KB)
28 October 2022
This industry guide is designed to help you understand the code's requirements around lead generation and marketing.
(pdf, 159.2 KB)
28 October 2022
This industry guide is designed to help you understand the code's requirements around contracting with consumers.
(pdf, 152.27 KB)
Resources to provide to consumers
The code requires accredited persons and scheme participants to provide information to consumers at certain stages of the program. These resources help meet some of those requirements.
28 October 2022
Accredited persons and scheme participants must offer consumers a statement of their rights and obligations about the contract, before entering a contract. Accredited persons and scheme participants can offer this statement of rights.
(pdf, 222.65 KB)
1 July 2022
To comply with the code, accredited persons or scheme participants conducting lead generation or marketing activities must offer consumers the information in this VEET scheme consumer factsheet.
(, )
1 July 2022
The information contained in this resource will help accredited persons and scheme participants comply with some of the requirements to provide certain information under the code during the lead generation or marketing stages. However, this resource is not compulsory, as long as a similar resource that meets the same requirements is provided.
The resource aims to help consumers understand their rights under the Victorian Energy Upgrades program under the code of conduct and other consumer protection legislation.
(pdf, 2.4 MB)
Compliance checklists
We have developed a series of checklists to support accredited persons and scheme participants comply with the code and document the process.