Our priorities for compliance and enforcement activity in the Victorian Energy Upgrades program to protect consumers and uphold program integrity.
Compliance and enforcement priorities – Victorian Energy Upgrades program
Overview
Each year, we identify enduring and strategic priorities for compliance and enforcement in the Victorian Energy Upgrades program to protect consumers and uphold program integrity. These priorities ensure we focus our resources on the right areas, based on current program risks and trends.
We are committed to engaging and supporting all VEU participants to help them understand and voluntarily comply with their obligations. In line with our Compliance and Enforcement Policy, we actively monitor compliance and may take significant enforcement action against businesses and individuals that don't comply.
Compliance issues are also considered as part of our audit program and annual accreditation renewal processes for accredited persons.
2024–25 compliance and enforcement priorities
In 2024–25 we will continue to progress our inaugural compliance and enforcement priorities for the VEU program published in March 2024, which are outlined below.
These priorities are informed by current risks posed in the VEU program, which are focused on protecting consumers, upholding program integrity and providing consumers with a positive experience of the program.
Since our inaugural priorities were published, we have made considerable progress and this will continue in 2024–25.
A printable overview of our priorities is available in the 'resources' tab on this page.
Our strategic priorities
Heat pump water heater installations
Working collaboratively with our co-regulators and supporting industry to ensure heat-pump hot water systems are installed correctly first time, every time.
Baseline manipulation
Making sure accredited persons provide accurate information about the type and number of products they are replacing.
Telemarketing and doorknocking
Supporting industry to comply with the new telemarketing and doorknocking bans, and monitoring compliance and acting on non-compliance once the bans are in effect.
Our enduring priorities
Conduct that involves serious exploitation of consumer vulnerability
Conduct that could cause serious personal injury
Serious misleading, deceptive or fraudulent conduct
Conduct that could seriously compromise the program's integrity
