Code of conduct to protect consumers now in force for Victorian Energy Upgrades program participants
01 July 2022
Starting today, 1 July 2022, every business and person involved in engaging with consumers or responsible for creating energy efficiency certificates under the Victorian Energy Upgrades program must follow an enforceable code of conduct.
The Victorian Energy Upgrades program offers discounted products to help make homes and businesses more energy efficient, including in-home display units, lighting, showerheads, heating and cooling, and hot water systems. This helps households and businesses to save on energy costs and reduces Victoria’s greenhouse gas emissions.
The code of conduct will increase consumer protections and boost operator compliance with the program rules. It puts consumer welfare and customer service at the centre of how businesses operating under the program engage with Victorians. It includes protections for Victorians when it comes to marketing and sales of the program, contracts, communication, installation, after sale follow-up and customer dispute resolution, in step with Australian Consumer Law.
The Essential Services Commission is the regulator of the Victorian Energy Upgrades program. Where we find program rules are not being followed, we will take action. We strongly urge businesses operating under the program to review and adapt their activities, practices and behaviours to meet their obligations under the code.
From 1 July 2022, accredited persons cannot create Victorian energy efficiency certificates unless they, and all scheme participants involved in the process, comply with the code at all times.
The code requires accredited persons and scheme participants to:
act in a professional and ethical manner
protect consumers’ interests and promote confidence in the program
meet high standards of conduct in their dealings with consumers
We are implementing a range of activities to support businesses and persons involved in engaging with customers or responsible for creating energy efficiency certificates under the program to comply with the code of conduct. These include:
We also want to help consumers to understand their rights under the code so they can feel informed and confident to engage with the program, and have developed the following resources:
