The VEU Code of Conduct sets the guidelines and standards of behavior for accredited persons (APs) and their associated entities under the Victorian Energy Upgrades (VEU) Program. This code ensures that all participants maintain compliance with consumer protection, marketing standards, and energy efficiency regulations, aiming to protect both consumers and the integrity of the program. The main elements of the VEU Code of Conduct include:
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Consumer Protections:
- Accredited Persons and installers must be clear, honest, and transparent in all dealings with customers.
- Ensure that all marketing and advertising activities are compliant with Australian Consumer Law (ACL).
- Provide full disclosure of any costs, terms, and rebates available through the program.
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Marketing and Sales Practices:
- No misleading or deceptive conduct is allowed in sales or marketing activities.
- Consent must be obtained before contacting potential customers, and cold-calling restrictions apply.
- Ensure customers are fully informed about the benefits, costs, and obligations of participating in the program.
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Installer and Product Standards:
- Installers must comply with all relevant industry standards, safety regulations, and technical specifications for products used in energy efficiency upgrades.
- Accredited Persons are responsible for ensuring that the products and installation methods meet the required energy efficiency and safety standards.
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Record-Keeping and Reporting:
- Accredited Persons must maintain accurate records of all activities related to the VEU program, including installations, customer interactions, and compliance checks.
- Regular audits may be conducted to ensure compliance with the code.
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Complaints Handling:
- The Code requires Accredited Persons to have a clear, accessible complaints handling process.
- Complaints must be resolved fairly, efficiently, and transparently, with the option for customers to escalate complaints to the Victorian Government or Consumer Affairs if needed.
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Compliance and Enforcement:
- Accredited Persons and their associated entities must comply with all VEU program rules and the code of conduct.
- Breaches of the code can result in penalties, suspension, or cancellation of accreditation under the VEU program.
This Code is designed to foster ethical behavior, protect customers, and ensure that energy upgrades are conducted responsibly.
Code of conduct applies to all VEU scheme participants such as accredited providers (including Energy Program), Installers, Sales, Lead generation personnel and others.