NRGPAL Pty Ltd has been fined $23,077 for allegedly breaching consumer protections in the Victorian Energy Upgrades (VEU) program.
The VEU program is an energy efficiency program, designed to help Victorians cut their energy bills and lower greenhouse gas emissions. Accredited businesses undertake energy efficiency upgrades that entitle them to create Victorian energy efficiency certificates, which they can then sell.
NRGPAL is a contractor that does work on behalf of VEU accredited businesses, known as a 'scheme participant'. This is the first time the Essential Services Commission has issued penalties against a scheme participant.
The commission alleges that NRGPAL failed to provide clear and accurate information about the VEU program in marketing emails to around 600 consumers.
NRGPAL sent emails to potential customers about energy efficient LED light upgrades that omitted mandatory information:
- VEU code of conduct
- dispute resolution information
- Victorian Energy Efficient Target scheme consumer factsheet.
Providing this information to consumers is a requirement of the VEU code of conduct, to prevent consumers from being misled about the program.
Both scheme participants and accredited businesses must ensure any work they do and certificates they create meet the VEU program rules, including the VEU code of conduct
Quotes attributable to Essential Services Commission Chairperson and Commissioner Gerard Brody
"Consumers cannot consent if they don't have basic information about products and services being sold to them, and about their rights."
"The code of conduct exists to make sure consumers aren't being misled about the VEU program and products, and we take compliance with the code seriously."
"Our action has caused NRGPAL to improve its practices, and it sends a strong message to all VEU program participants, 'you have a duty of care to consumers'."
