Telemarketing ban takes effect to better protect consumers in the Victorian Energy Upgrades program

A ban on ‘cold-call’ telemarketing under the Victorian Energy Upgrades (VEU) program took effect today, with doorknocking to be banned from 1 August 2024. 

The bans will protect consumers from unwanted marketing phone calls and visits about the VEU program, empowering consumers to choose whether they want to be contacted for marketing purposes. 

Under the bans, businesses must obtain consent from consumers before telephoning or visiting them to market energy efficient upgrades, products and services under the VEU program. 

The Victorian Government introduced the bans in response to consumer complaints about problematic telemarketing and doorknocking practices under the program. 

The Essential Services Commission has engaged and supported accredited businesses and scheme participants in the lead up to the bans to help them prepare and comply. We will actively monitor compliance with the bans through an expanded range of tools, such as consumer surveys, audits, and by investigating complaints. 

The commission has strong enforcement powers, including the power to institute civil litigation or criminal prosecution proceedings against businesses that do not comply with the bans. We will also consider issuing penalty notices and imposing conditions, suspending or cancelling accreditation. 

Essential Services Commission Chairperson and Commissioner Kate Symons said all accredited businesses and scheme participants must comply with the bans from commencement. 

“These bans prioritise consumer rights and choice in the VEU program, and accredited persons and scheme participants must put this at the centre of their operations. 

“Breaches of the bans will be taken seriously and we encourage consumers and industry to report breaches of the bans directly to us so we can investigate and act,” said Commissioner Symons. 

Consumers should report breaches of the telemarketing ban from 1 May 2024 to the commission via 03 9032 1310 or veu@esc.vic.gov.au.

Guidance and resources about the ban for consumers and industry are available on our website via the links below.

About the Victorian Energy Upgrades program

The Victorian Energy Upgrades (VEU) program helps Victorians reduce their energy bills and greenhouse gas emissions by providing access to discounted energy efficient products and services. The program also encourages investment, employment and innovation in industries that supply these products and services. 

Large energy retailers are required to acquire and surrender Victorian energy efficiency certificates (VEECs) to meet annual targets set in Victorian legislation. ‘Accredited persons’ that carry out eligible upgrade activities by installing energy-efficient products in residential or non-residential premises can create VEECs. 

The greenhouse gas savings associated with the installation of an energy efficient product and/or decommissioning of an inefficient product determines the number of VEECs that can be created. The level of incentive or discount received by households and businesses varies depending on the market activity and certificate price.