Updated and new resources relating to the VEU code of conduct

2 November 2022

We have reviewed and updated the VEU Code of Conduct Guideline to provide clearer explanations to the questions you have asked since the code commenced on 1 July 2022.

Your feedback has also assisted us to develop new guidance and material to support accredited persons and scheme participants to implement the code and create a positive experience for consumers participating in the VEU program:

• statement of rights
• industry guide - generating leads and marketing the VEU program
• industry guide - contracting with consumers
• industry guide - undertaking activities under the VEU program
• compliance checklist - virtual lead generation and marketing
• compliance checklist - lead generation and marketing in person
• compliance checklist - contracting with consumers 
• compliance checklist - undertaking upgrades

Update – VEU Code of Conduct Guideline

We have updated the VEU Code of Conduct Guideline first published in mid-June 2022.

Key updates include:

• explanation of accredited person’s responsibilities under the code
• clarification of lead generation and marketing and the requirements and responsibilities of accredited persons and scheme participants
• explanations about the requirement for a dispute resolution framework

We recommend accredited persons and scheme participants download the latest version of the guideline to ensure your understanding of the code and its requirements is current. 

New industry guides to support compliance with the code of conduct 

We have developed a statement of rights and three industry guides to inform accredited persons and scheme participants about how they should engage with consumers when undertaking upgrades as part of the VEU program.

Statement of rights  

Industry guide - generating leads and marketing the VEU program

• identification
• high-pressure tactics
• provision of information to consumers
• general obligations

Industry guide - contracting with consumers 

• terms and conditions
• consumer consent
• scheduling an upgrade
• information about who is undertaking the upgrade

Industry guide - undertaking activities under the VEU program

• notice to residents
• time of undertaking activities
• information to be provided at the completion of activities
• general obligations

The industry guides are designed as templates for accredited persons and scheme participants to brand with their business logo.  

New compliance checklists to support implementation and record keeping of the code

We have developed four compliance checklist templates to assist businesses undertaking upgrades as part of the VEU program:

• compliance checklist - virtual lead generation and marketing
• compliance checklist - lead generation and marketing in person
• compliance checklist - contracting with consumers
• compliance checklist - undertaking upgrades 

The compliance checklists are designed as templates for accredited persons and scheme participants to brand with their business logo. 

The checklists can help identify some necessary steps and behaviours that must or must not be done when interacting with consumers and to comply with the code. 

Retaining copies of completed checklists by accredited persons or scheme participants is one way to demonstrate compliance with the code.

While compliance with the code of conduct is mandatory for accredited persons and scheme participants, use of these new guides and checklists is voluntary but strongly encouraged.