VICTORIAN ENERGY UPGRADES

What the program is, who we are, what your rights are, and how to complain if something goes wrong. Everything the Victorian Energy Upgrades code of conduct requires us to tell you, in one place.

PRE-LAUNCH CHECKS REQUIRED. Two items on this page must be confirmed before launch: the certificate provider named in section 3, and that the code of conduct and factsheet linked in section 5 are the current versions. The code of conduct was amended after the documents currently published on nrgpal.com.au were issued.

We are not the government

NRGPAL is a private business. We do not work for the Victorian Government, the Victorian Energy Upgrades program or the Essential Services Commission, and we are not acting on their behalf.

The upgrade and any products we supply are provided by private businesses, not by or for the government.

1. What the Victorian Energy Upgrades program is

Victorian Energy Upgrades, or VEU, is a Victorian Government program that makes energy-efficient products cheaper. When you install an approved product, the upgrade earns certificates. Those certificates have a market value, and that value is passed on to you as a discount on the price you pay.

You do not apply for it and you do not receive a cash payment. The discount comes off the cost of the job.

2. Taking part is voluntary

The VEU program is voluntary. You do not have to take part, and you are free to get the work done without it or to use a different business. Nobody can require you to participate.

3. Who creates the certificates

NRGPAL does not create the certificates itself. We work with an accredited provider who creates them, and the code of conduct requires us to tell you who that is.

{{CERTIFICATE_PROVIDER — name and ABN of the accredited provider creating VEECs. The current nrgpal.com.au site names Green Energy Trading, while ECFocus was named verbally. This must be resolved and stated before launch.}}

4. What the discount will actually be

There is no standard VEU discount and we will not quote you one. The amount depends on the approved product, the upgrade being done, the certificate factor that applies and the certificate value confirmed by the provider at the time.

Any figure you are given before that confirmation is an estimate, not a quote and not a guarantee. Your written quotation is the authoritative number, and you will have it before you agree to anything.

5. The code of conduct and your factsheet

Businesses working under the VEU program must follow a code of conduct made under the Victorian Energy Efficiency Target Regulations. It covers how we may contact you, what we must tell you, and how complaints are handled.

You can read our copy of the VEU code of conduct here, and we will give you a copy on request — just ask.

We also offer you a copy of the VEET scheme consumer factsheet. You will be given it before you agree to undertake an upgrade, and you can ask us for it at any point before that.

6. How we may contact you

We will not cold-call you about a VEU upgrade and we will not knock on your door. Those approaches are prohibited under the code of conduct unless you have given express prior consent beforehand, and that consent lapses after three months.

If you ask us not to contact you again, we stop. If you invite a call by asking us to ring you, we will treat that consent as expiring after three months unless you tell us otherwise.

Tell us first and we will try to fix it. If we cannot, you can take it further, and we will help you do that.

Step 1 — talk to our customer care team

Call 03 9115 7455 or email support@nrgpal.com.au. We will look into it and work towards a resolution.

Step 2 — escalate to the Customer Service Manager

If you are not satisfied with the first response, ask for the Customer Service Manager, available 8:00am to 5:00pm AET Monday to Friday on 03 9115 7455 or support@nrgpal.com.au.

How long it takes

We acknowledge a complaint within 5 business days of receiving it, and we take all reasonable steps to complete our internal process within 20 business days. If a complex matter needs longer we will tell you and keep you updated. You can call at any time for progress.

Someone can make a complaint on your behalf if you would prefer that.

Step 3 — take it outside NRGPAL

If our internal process does not resolve things, these bodies can help, and you do not need our permission to contact them.

Essential Services Commission of Victoria — the VEU program regulator
03 9032 1300 or 1300 664 969 · reception@esc.vic.gov.au · www.esc.vic.gov.au

Energy and Water Ombudsman Victoria — free, independent dispute resolution
1800 500 509 · www.ewov.com.au

Consumer Affairs Victoria — your rights as a consumer
www.consumer.vic.gov.au

If your complaint is about something outside our process, we will tell you who should handle it and help you get in touch with them.

NRGPAL PTY LTD, ABN 43 637 383 316. This page sets out information required under the code of conduct in Schedule 6 of the Victorian Energy Efficiency Target Regulations 2018. See also our Rebate Disclosures, Terms and Privacy Policy. Last reviewed 16 September 2026.