As a consumer engaging in the Victorian Energy Upgrades (VEU) program, you have rights. These rights affect how people and businesses must engage with you as part of the VEU program, even if you do not pay for the products or services supplied.
Some of these rights include:
Misleading or deceptive conduct
A person or business must not engage in conduct that could mislead you about the products or services you’re provided with as part of the upgrade.
This includes anything they say about product quality or performance, the availability of spare parts, etc.
Unconscionable conduct
A person or business must not ‘act unconscionably’.
This means they must give you time to read a contract and ask questions about it. They cannot pressure you into an upgrade. They cannot take advantage of you for any reason or ask you to sign a blank contract.
Consumer guarantees or warranties
When a person or business provides you with a product or service as part of the VEU program, both they and the product manufacturer must guarantee that those products or services meet a certain minimum standard.
Any products supplied as part of the VEU program must:
• Meet a level of acceptable quality and performance
• Match any description
• Meet any other warranties (e.g. a manufacturer’s guarantee)
• Be fit for any specified purpose
• Match any sample or demonstration model
• Be theirs to sell
• Not be repossessed from you.
Any service provided as part of the VEU program must be:
• Done with due care and skill (providers must take care to avoid any loss or damage)
• Done in a reasonable time
• Fit for purpose.
Refunds, repairs and replacements
If a product supplied does not meet a consumer guarantee, the person or business which supplied it must provide a refund, repair, replacement or other ‘remedy’.
If the issue is minor, they must repair it within a reasonable timeframe or provide you with a refund.
If it is a major issue – if the product cannot be fixed or fixing it would take too long – you can choose to return the product for a refund or exchange, or keep it and be compensated for any drop in value.
Doorknocking and telemarketing
Any salesperson who initiates contact with you must follow certain rules.
• Doorknockers can only knock at certain times and telemarketers can only call at certain times
• They must tell you their name, who they work for and why they have approached you
• They must give you a copy of any agreement in writing
• They must also respect your ‘cooling-off’ rights – you can change your mind and cancel the contract for any reason without penalty within 10 business days.
For more information, see the VEU consumer information resource.
Unfair terms in contracts
A person or business cannot create a contract with you for an upgrade that allows them to:
• Change the contract without telling you
• Avoid responsibility if things go wrong
• Avoid liability for negligence
• Charge fees not related to costs incurred.
This includes a verbal contract, a signed document, an agreement over the phone or clicking ‘I agree’ on a website.
VEU code of conduct
It is the responsibility of accredited persons and scheme participants to comply with the Code of Conduct at Schedule 6 to the Victorian Energy Efficiency Target Regulations 2018. This Statement of Rights is a template prepared by the Essential Services Commission for general guidance only, it does not constitute legal or other professional advice and should not be relied on as a statement of the law.
To contact the Essential Services Commission
9032 1310
You also have rights under the VEU code of conduct. You can learn more about these rights in the commission’s VEU consumer information resource.
If an issue arises with any product or service provided to you as part of the VEU program, you should contact the accredited person you’re working with. If they do not assist you, or you do not know who they are, you should contact the Essential Services Commission.
Accredited persons must ensure all reasonable steps are taken to resolve your complaint within 20 business days.
If this requires fixing or replacing a product installed under the VEU program, they must ensure this is done in accordance with the program requirements.
Choosing the right size hot water system
Think carefully about what your household needs from a new hot water system. Every household is unique, and this impacts what size is appropriate.
The guidance below has been developed to assist you in choosing the right size system.
A system that is too small for your household may mean regularly running out of hot water
A system that is too large for your household will cost more to buy and run
The Victorian Energy Upgrades (VEU) program offers incentives for households to upgrade to efficient hot water systems. Only products meeting VEU program requirements can be installed under this program. We recommend discussing sizing with your installer.
If the system you intend to install is smaller than the size recommended in this fact sheet, you may experience shortages of hot water.
Recommended tank size
Disclaimer: Sizing any hot water system should account for several factors and not only the number of bedrooms. We recommend that sizing and installation is always conducted by a fully qualified technician.
The ‘size’ of a hot water system refers to how much hot water it can provide. This is determined by tank size (the amount of water stored, listed in litres) and how quickly new water entering the tank can be heated. Our recommendations rely on tank size because it is easily comparable.
The VEU program recommends sizing your system based on the number of bedrooms, as the number of people in a household changes over time. For example, the demand for hot water might increase with the addition of children or tenants.
The recommended sizes include some extra capacity to account for changes in water consumption and a range in the number of occupants.
There is a range of hot water systems eligible under the VEU program. Not all products are of the same quality or suitability for all households.
Remember to do your research on products and warranties as they vary between manufacturers.
How does household behaviour impact recommended tank size?
When and how frequently your household uses hot water will impact the size of the hot water system needed to meet your household’s needs.
Before investing in a larger hot water system, consider upgrading the efficiency of your appliances. For example, efficient shower heads can reduce your water use and energy bills.
Consider a larger system than our recommended size if you have high hot water consumption.
People in my household have long and/ or frequent showers
People in my household have regular baths
People in my household shower directly after one another, or at the same time (in different showers)
My showers do not have efficient ‘low flow’ shower heads
My clothes washing machine and/or dishwasher use plumbed hot water
Other considerations
Existing hot water system
• If your current system has a tank, consider the size of the tank when looking at replacements.
• If your current system is instantaneous, consider your household hot water use when looking at replacements.
Solar and timers
• Many heat pumps have a timer to control when water is heated to make the most of electricity generated from solar panels.
• A larger tank may be required for households using timers to reduce the risk of hot water running out between reheating times.
Noise and system placement
• Heat pumps generate noise comparable to an air-conditioner. Some systems are noisier than others.
• Select a location for your system that is appropriate for you and your neighbours.
Electric elements
• Some heat pumps have a ‘booster’ element. This can increase the speed that water is heated and be useful in cold climates but can also increase running costs.
• Electric boosted solar water heaters use elements to heat water in the tank. The size and number of elements will impact how quickly water is heated.
Climate
• The energy use and performance of hot water systems are impacted by the local climate. It can also take longer to heat water in colder climates.
• Speak to your installer about models and sizes best suited to your climate.
More information about water heating upgrades, sizing, and other upgrades on offer under the VEU program are available on our website:
If you have a complaint, please call (03) 9032 1310 or email veu@esc.vic.gov.au
Choosing the right size reverse cycle air conditioner
Think carefully about what your household needs from a new reverse cycle air conditioning system. Every household is unique, and this impacts what size is appropriate.
The guidance below has been developed to assist you in selecting the right size reverse cycle air conditioner to heat and cool your home.
A system that is too small may not be able to properly heat or cool your home
A system that is too large will cost more to buy and may cost more to run
The Victorian Energy Upgrades (VEU) program offers incentives for households to upgrade to reverse cycle air conditioners that can heat and cool. Only products meeting VEU program requirements can be installed. We recommend discussing sizing with your installer.
If the system you intend to install is smaller than the size recommended in this fact sheet, you may not experience the heating and cooling you want.
Types
of reverse cycle air conditioners available
• Single-Split – one outdoor unit connected to one indoor unit, suitable for a single room or open plan area.
• Multi-split – one outdoor unit connected to multiple indoor units, suitable for multiple rooms or whole-of-home.
• Ducted – one central outdoor unit connected to multiple indoor rooms through ducts and vents, suitable for whole-of-home.
There is a range of systems eligible under the VEU program. Not all products are of the same quality or suitability for all households.
Remember to do your research on products and warranties as they vary between manufacturers.
Important considerations before choosing your new system
Before investing in a new system, consider the efficiency of your home. An efficient home will be easier and cheaper to heat and cool.
• Are there draughts in your home?
• Do you have standard or high ceilings?
• Are your roof, walls, and floors insulated?
• Does your room have many single glazed windows?
• How much sun or shade does your room receive?
• How is your home constructed? E.g., brick or weatherboard?
All these factors impact the amount of heating and cooling your house may need.
Which rooms need heating and cooling?
When considering a new reverse cycle air conditioner, discuss the rooms you want heated and cooled with your installer.
Ask yourself the following questions:
• What rooms do you heat or cool the most?
• What are the hottest and coldest rooms in your home?
We recommend your new system covers primary living spaces such as living rooms, lounges and open plan living areas. Also consider what rooms are covered by your existing heating or cooling.
Recommended size for your reverse cycle air conditioner
Disclaimer: Sizing any heating and cooling system should account for several factors and not only the room size in square meters. We recommend that sizing and installation is always conducted by a fully qualified technician.
The ‘size’ of a reverse cycle air conditioner refers to its heating and cooling output. Products list size in kilowatts (kW). An important factor to consider when sizing your new system is the size of the space you want to heat or cool.
The table below provides a guide to the system size you may need for a particular room size.
RECOMMENDED SIZE FOR SINGLE-SPLIT OR MULTI -SPLIT AIR CONDITIONING
Room size Example room Recommended heating output Small (up to 20m2 )
(21-40m2 )
(41-60m2 )
(More than 60m2 )
with ensuite, small lounge 3 to 5 kW
Recommended size for ducted systems
Ducted systems offer an effective way to heat and cool your entire home, however, they can be more expensive to install and run.
If you choose a ducted system, the right size can depend on several factors and should be discussed with your installer.
We recommend providing 1.1 to 1.4kW of heating output for every 10m2 of your home covered by a ducted system, depending on the individual characteristics of your home.
Zoning – We recommend zones for your ducted system. Zones allow more control over which areas of your home to heat and cool.
Ducting – Speak to your installer to ensure your new ducting is appropriately insulated and correctly sized for your heating and cooling needs.
Other considerations
Product star rating
• Reverse cycle air conditioners are star rated for both heating and cooling. The more stars a product has, the less energy it uses.
• A higher star rating for heating is the goal as Victorians typically use more energy for heating.
Noise and system placement
• Speak to your installer about noise and system placement.
• Consider the impact of noise from the indoor and outdoor components on your household and neighbours.
• Outdoor components require good air circulation to work efficiently.
Climate
• Speak to your installer about models and sizes best suited to your location.
• The amount of energy you need to heat and cool your house depends on your local climate.
Solar
• All VEU reverse cycle air conditioners are electric and can make use of electricity generated from a solar PV system.
More information about heating and cooling upgrades, sizing, and other upgrades on offer under the VEU program are available on our website: https://www.energy.vic.gov.au/forhouseholds/victorian-energy-upgradesfor-households/heating-and-cooling
If you have a complaint, please call (03) 9032 1310 or email veu@esc.vic.gov.au
