Meeting your obligations under the VEU code of conduct

The Victorian Energy Upgrades code of conduct (the code) came into effect on 1 July 2022. As an accredited person or scheme participant, you must meet the code's requirements.

The code sets out minimum standards that consumers can expect from people and businesses delivering discounted products and services through the program. It is designed to promote good conduct and specific consumer protections.

The code covers the behaviour of accredited persons and scheme participants involved in the various stages of delivering upgrades under the program. These are known as 'regulated actions' and encompass:

• lead generation
• marketing
• entering a contract for the sale or supply of program upgrades
• undertaking any work involved with delivering program upgrades
• follow-up activities.

To be clear, scheme participants include anyone other than accredited persons or energy consumers who have some role in delivering upgrades under the Victorian Energy Upgrades program for an accredited person. This is the case even if:

• the accredited person's accreditation is suspended, expired or cancelled
• the full requirements of delivering program upgrades haven't been met.

Anyone claiming to undertake any work involved with delivering upgrades under the program on behalf of an accredited person is also a scheme participant. Furthermore, anyone who conducts any activity that may lead to the creation of a certificate is a scheme participant. Third parties do not need a formal agreement with an accredited person to be considered a scheme participant.

The resources below are designed to help accredited persons and scheme participants understand their requirements under the code.

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.

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.

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.