Meeting your obligations under the VEU code of conduct

'Cold-call' telemarketing and doorknocking bans

From 1 August 2024, doorknocking is banned under the Victorian Energy Upgrades (VEU) program. This follows the ban on 'cold-call' telemarketing that took effect on 1 May 2024. The obligations of accredited persons and scheme participants under the bans are outlined in guidance materials on this page.

The video recording and presentation slides from our industry webinar held on 17 April 2024 are also a useful resource. These provide an overview of the bans, how to comply (including practical examples), and our compliance and enforcement approach. You can access these in the 'webinar resources' tab on this page.

The Victorian Energy Upgrades (VEU) code of conduct (the code) came into effect on 1 July 2022.

Accredited persons and scheme participants must comply with the code.

The code sets out minimum standards that consumers can expect from people and businesses delivering discounted energy efficient products and services through the VEU program. It is designed to protect consumers and promote professional conduct and best practice by industry to deliver the program. 

The code establishes a standard for accredited persons and scheme participants when delivering upgrades to Victorian consumers under the program. It applies to 'regulated actions' which are:

• lead generation and marketing
• entering a contract for the sale or supply of program upgrades
• undertaking any work involved with delivering program upgrades
• following up activities including dispute resolution. 

Scheme participants are any persons who undertakes any or part of any prescribed activities for, or on behalf of, accredited providers under the VEU program. 

The code of conduct guideline explains all parts of the code to help accredited persons and scheme participants comply with their requirements.  It includes practical guidance, definitions of key terms and other information. The guideline does not create any additional obligations to those set out in the code.

The fact sheets summarise key obligations of accredited persons and scheme participants. These resources can be used to help educate employees, agents or sub-contractors about how to comply with the code. 

The code requires accredited persons and scheme participants to provide information to consumers at certain stages of the program. These resources support these obligations.