From 1 July 2022, every person and business involved in delivering discounted energy efficiency products and services under the Victorian Energy Upgrades program must follow an enforceable code of conduct.
The Victorian Energy Upgrades Code of Conduct sets out the minimum standards that consumers should expect from people and businesses delivering discounted products and services through the program. It is designed to promote good conduct and specific consumer protections.
About the Victorian Energy Upgrades program
The Victorian Energy Upgrades program offers discounted products to help make homes and businesses more energy efficient, for example home display units, lighting, showerheads, heating and cooling, and hot water systems. This helps households to save on energy costs and reduces Victoria’s greenhouse gas emissions.
The Victorian Energy Upgrades program has been delivering discounted products since 2009 and more than 2 million Victorian residential and commercial premises have benefitted from the program.
The Victorian Energy Upgrades Code of Conduct sets out the minimum standards that consumers should expect from people and businesses delivering discounted products and services through the program. It is designed to promote good conduct and specific consumer protections.
What the code means for accredited persons and service providers
The code applies to everyone involved in delivering upgrades under the Victorian Energy Upgrades program. This includes:
accredited persons and their contractors
independent or sub-contracted installers
any other service provider involved in delivering upgrades under the Victorian Energy Upgrades program.
The code sets minimum standards of behaviour aimed at protecting consumers and strengthening public confidence in the Victorian Energy Upgrades program. It covers all points of a consumer’s Victorian Energy Upgrades journey, including:
marketing and lead-generation
sales
contracting
installation
after-sales processes
dispute resolution.
Code requirements are consistent with Australian Consumer Law and current best practice. Many businesses will therefore need to make minimal changes to their current practices.
Accredited persons, or their service providers, that breach the code will not be eligible for Victorian Energy Upgrades incentives or to create certificates. Registered certificates will become invalid.
Before the code comes into force on 1 July 2022, we recommend accredited persons engage with all service providers working for them on the Victorian Energy Upgrades program (including marketing/lead generation) to make them aware of the code’s requirements.
What the code means for consumers
There are several businesses involved in marketing, sales, installation and after-sales processes for Victorian Energy Upgrades products and services. These people and companies, including Victorian Energy Upgrades program accredited persons, are not employed by the Victorian Government or the Essential Services Commission. They are independent businesses and third-party contractors.
From 1 July 2022, if a representative from one of these businesses approaches you to take part in the program, they must follow the code of conduct and relevant specific laws. This includes when they speak with you, on the phone or in person, about the program, or carry out installation work.
This includes:
Identifying information: Accredited persons and service providers must provide specific information to consumers to identify themselves when discussing the Victorian Energy Upgrades program.
Doorknocking and telemarketing: Accredited persons and service providers must comply with strict doorknocking and telemarketing obligations, including the time of day and days of the week they are permitted to contact consumers.
False and misleading claims or deceptive conduct: Accredited persons and service providers must not engage in misleading conduct, such as claiming they work for the Victorian Government or the Essential Services Commission, or that participation in the Victorian Energy Upgrades program is mandatory for consumers.
We are developing resources to help accredited persons review and update their practices to meet the code of conduct. We are updating our website to make sure it reflects the code of conduct and preparing guidance to help everyone involved in delivering upgrades comply with the code. We will publish our guidance before 1 July 2022 and provide more information in the coming weeks.
