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Report non-compliance in the Victorian Energy Upgrades program

We encourage reports, complaints and tip-offs from the community and industry about suspected non-compliance in the Victorian Energy Upgrades program.

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Overview

The Essential Services Commission welcomes reports and tip offs about people or businesses that break laws that we administer as the regulator of the Victorian Energy Upgrades (VEU) program.

This may be about:

  • unqualified installers undertaking installations
  • poor-quality installations
  • false, misleading or deceptive sales or marketing
  • conduct in breach of program rules
  • fraudulent activity

What we do with reports of non-compliance

Reports of non-compliance from the community and industry play a key role in monitoring industry compliance with VEU program rules.

When we receive a report, we:

  • Assess the information provided.
  • Investigate suspected breaches where appropriate.
  • Take strong enforcement action against businesses that fail to comply with program rules.

We use reports and tip offs, together with other intelligence we collect to detect misconduct, identify patterns, trends and broader systemic problems that may require our intervention. Additionally, insights from this data help us educate businesses and support compliance with program rules.

Reports of non-compliance help ensure the integrity of the VEU program, the purpose of which is to deliver real greenhouse gas reductions, energy savings, and cost benefits to Victorians.

How to make a report

Please complete the contact us form to make a report or provide a tip off about suspected non-compliance in the VEU program.

To help us assess your report, please provide as much detail as possible, including:

  • Description of the suspected non-compliance
  • Location and date – where and when the non-compliance occurred.
  • Individuals or businesses involved – names of installers, businesses, or anyone involved, along with contact details if available.
  • List any supporting records you can provide such as emails, messages and relevant documents.

The Department of Government Services (DGS) collects your personal information on behalf of the Essential Services Commission and discloses that information to the commission for the purpose of responding to your enquiry. If you choose not to provide all or part of the information required, we may not be able to contact you or action your request.

If you have any questions about how your personal information will be handled or would like to gain access to your personal information, you can contact the Essential Services Commission via email on reception@esc.vic.gov.au.

We use the services of Drupal to administer this form. The information that you provide is stored on the Microsoft Azure infrastructure in Sydney, Australia.

For more information on our handling of any personal information, please refer to our privacy page.

All reports will be acknowledged by our team and will be prioritised for action based on risk.

Note: Providing false or misleading information is a serious offence and compliance and enforcement action will be taken if identified.

Privacy and personal information

If you wish to know more about your rights to privacy and how the commission handles personal information, please refer to our privacy policy/statement.

You can also send tip-offs to us by email to veu@esc.vic.gov.au without identifying personal information.

All reports will be acknowledged by our team and will be prioritised for action based on risk. You will be notified if any further action is going to be taken. However, please note, we do not provide updates on our investigations. Outcomes of investigation will be published on our website where appropriate.

Further help

If you wish to discuss a non-compliance matter, learn how to report a matter, or if you are unable to submit an online report, please contact the VEU team via:

Our VEU audit, engagement, compliance and enforcement functions

We deliver a range of audit, engagement, compliance and enforcement functions under the Victorian Energy Upgrades (VEU) program, using a risk-based framework approach.

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