VEU Program Information

OneCall Property Services ABN 60 690 295 017 ("we", "us", "our") (& each of its subsidiaries, divisions, affiliates, associated & related entities & its successors & assigns) ("OneCall") & any Customer ("Customer") relating to any goods or services are subject to the following Terms & Conditions of Trade under the VEU program ("these Terms") unless otherwise agreed in writing. 

1. Privacy Policy

Privacy Policy

OneCall is committed to protecting your privacy. This Privacy Policy outlines how we collect, use, disclose, and manage your personal information in compliance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Victorian Energy Upgrades (VEU) program requirements.

1. Information We Collect

To facilitate energy efficiency upgrades under the VEU program, we may collect personal information including:

• Your name, residential or business address, phone number, and email address.

• Proof of identity or property ownership/occupancy (e.g., council rates notice or utility bills).

• Information regarding your existing energy appliances and property characteristics.

• Signed consent forms and VEU Assignment Forms.

2. How We Collect Personal Information

We only collect personal information by lawful and fair means. We collect information:

• Directly from you when you request a quote, book an appointment, or fill out a form on our website.

• During on-site assessments or installations by our authorized installers and technicians.

• Note: In accordance with VEU program rules, we strictly prohibit unsolicited 'cold-call' telemarketing and unsolicited doorknocking to gather information.

3. How We Use Your Information

We use your personal information to:

• Verify your eligibility for subsidized upgrades under the VEU scheme.

• Schedule and safely complete energy efficiency installations at your property.

• Process the creation of Victorian Energy Efficiency Certificates (VEECs) through Accredited Providers.

• Respond to your inquiries, follow up on service delivery, or address any complaints.

4. Disclosure of Personal Information

We do not sell your personal information. To fulfill VEU scheme obligations, your information may be shared with:

• The Essential Services Commission (ESC) as the VEU program regulator for auditing and certificate approval purposes.

• Partnered Accredited Persons (APs) responsible for creating the energy certificates.

• Government bodies or regulatory authorities where required by law.

5. Data Security and Access

We take all reasonable steps to protect your data from unauthorized access, loss, or misuse. You have the right to request access to the personal information we hold about you or to request corrections by contacting us at admin@onecallpropertyservices.com.au 

2. Complaints Handling Procedure

Complaints Handling & Dispute Resolution Procedure

At One Call Property Services, we want to ensure you have a seamless experience. If you feel our services, installations, or scheme participants have not met the high standards required by the VEU Code of Conduct, we encourage you to lodge a complaint so we can rectify the matter promptly.

Our Commitment

• Free of Charge: Our internal dispute resolution process is free to consumers.

• Objective and Fair: All complaints are handled efficiently, transparently, and without bias.

• Proactive Resolution: We aim to fix issues at the earliest possible stage.

How to Lodge a Complaint

If you wish to make a complaint regarding an installation, marketing behavior, or product performance, you can reach us via:

• Phone: 0401 107 721

• Email: admin@onecallpropertyservices.com.au

• Mail: 3/296 Bay Road, Cheltenham VIC 3192

Our Resolution Timeline

1. Acknowledgement: We will acknowledge receipt of your complaint within 5 business days.

2. Investigation & Action: We will investigate the issue and take all reasonable steps to resolve the complaint within 20 business days from the date it was received. If a replacement product or technical rectification is required, it will comply fully with VEU technical specifications.

Escalation

If you are unsatisfied with our internal response or if the dispute cannot be resolved, you have the right to escalate your complaint to external authorities:

• Essential Services Commission (ESC) - VEU Team

  • Phone: (03) 9032 1310

  • Email: veu@esc.vic.gov.au

• Consumer Affairs Victoria (CAV)

  • Website: www.consumer.vic.gov.au

  • Phone: 1300 55 81 81

3. Terms and Conditions

Terms and Conditions

Welcome to the OneCall Property Services website. By browsing this website or engaging our services for a Victorian Energy Upgrades (VEU) program installation, you agree to comply with the following Terms and Conditions.

1. VEU Program Eligibility & Consent

• Upgrades provided at a discount or free of charge depend entirely on your property meeting the eligibility criteria set out by the VEU program guidelines.

• Before any work commences, an individual aged 18 years or older who is the legal owner or authorized tenant must sign a consumer consent and assignment form.

• By participating, you agree to assign the rights to create Victorian Energy Efficiency Certificates (VEECs) for the upgrade to our designated Accredited Provider.

2. Marketing and Consumer Protections

• We proudly operate in compliance with the VEU Code of Conduct. We strictly abide by the legislated bans on unsolicited VEU doorknocking and cold-call telemarketing.

• All site assessments and installations will be performed professionally, ethically, and transparently.

3. Consumer Guarantees & Warranties

• All products supplied and installed carry consumer guarantees in accordance with Australian Consumer Law (ACL).

• Products used in your upgrade will meet acceptable levels of quality, performance, and the strict technical specifications mandated by the VEU scheme.

• If a product suffers from a minor defect, we will repair or service it within a reasonable timeframe. For major structural or product failures, you are entitled to standard statutory remedies (repair, replacement, or compensation where applicable).

4. Quotes, Fees, and Decommissioning

• Before entering into a contract, you will receive a transparent statement detailing the scope of work, the specific products to be installed, the scheduled date, and any out-of-pocket costs (if applicable).

• Where required by VEU rules, old inefficient appliances (such as decommissioned hot water systems or lighting) will be rendered permanently inoperable and disposed of sustainably in accordance with environmental regulations.

5. Limitation of Liability

• While we endeavor to keep our website information accurate and up to date regarding government rebates, VEU rules and rebate values can change without notice based on state regulatory updates.