Consumer protection

Scorecard Quality Principles

The Scorecard program aims to provide a consumer experience of a high standard. To support this, there are six Scorecard Quality Principles which underpin the administration of the program.

These principles are currently draft guidance, consultation on these principles will occur during 2017.

The principles are:

  1. Provide an excellent customer experience.
  2. Robust assessment approach: assessments accurately reflect home energy performance.
  3. Provide consumer focused energy efficiency upgrade advice.
  4. Prioritise safety and wellbeing in the delivery of assessments.
  5. Robust administrative process to support the quality principles and a good experience for the community and participating organisations.
  6. Consultation and continuous improvement: commitment to work collaboratively to continuously improve the program.

Consumer protection

Code of Conduct

The Code of Conduct provides clear guidance on how Assessors and organisations should behave in delivering Scorecard assessments and Scorecard related activities.

To participate in the program all assessors must abide by the Code of Conduct, including in any Scorecard related activities and especially when advertising the Scorecard.  

Any potential breaches of the Code of Conduct will be investigated.  A range of penalties apply to breaches including awarding 'demerit points'. The ultimate penalty is removal of accreditation, which includes removing access to the Scorecard tool and participation in the program.

If an Assessor or organisation has breached the Code of Conduct, or behaved in any inappropriate way, the first step is to contact the assessor or organisation to try to resolve the issue.

If the issue cannot be satisfactorily resolved, then complaints should be lodged at help.scorecard@delwp.vic.gov.au.

Protecting privacy

Scorecard Assessors must provide householders with a copy of the Scorecard Privacy Statement at the start of each Scorecard assessment.  

The Privacy Statement explains what information will be collected in the home and how it will be protected. The Statement must be signed by a householder before the Assessor can proceed with the Scorecard assessment.

Information on home features is stored on the Scorecard tool, the tool is operated and supported by the Department, and any information held by the tool is protected by Privacy and Data Protection Act 2014 (Vic).

The Department may use this information to contact householders, for example to request feedback on the quality of the service provided. De-identified information may also be used for research to improve energy efficiency of Victorian homes.

Assessors are not employed by government, however they must comply with the Privacy and Data Protection Act 2014 (Vic) and the Information Privacy Principles.

As part of the rating process, Assessors may collect and store personal information relating to the assessment of the home, this includes the information regarding the property that allows the assessment of its energy performance. The Assessor will only use personal information (such as name, address and contact information) to complete the assessment of the home.

The Scorecard Privacy Statement provides an option for householders consent for information to be provided to potential product suppliers. Householders do not need to consent to provide their information to product suppliers for the assessment to proceed. If the householder consents they may be contacted by businesses about products or services that could increase the energy performance rating of their home.

The Department's Privacy Policy can be found here. For further information contact the Commissioner for Privacy and Data Protection on 1300 666 444 or enquiries@cpdp.vic.gov.au or see www.cpdp.vic.gov.au.

Home upgrade advice

The Scorecard tool is supported by government. The home upgrade recommendations found on the certificate are generated by calculations based on the current features and equipment in the home, as entered into the Scorecard tool by the Assessor. This provides a source of impartial advice on upgrades for householders.

It is important to note that no tool can include all personal circumstances, for example a householder may be intending to renovate and update appliances soon, or have recently updated appliances and so are not intending to do so for some time.  A householder may be aiming to connect to mains gas supply and move to gas appliances, or to disconnect from the gas supply and move to electrical appliances. It is the role of the Assessor to talk to the householder about their needs and how this may influence the next steps they could take.

It is strongly recommended that householders seek a number of quotations for any proposed upgrade. This provides assurance that householders are gaining the best possible advice and options on a potential upgrade.

Some Assessors may have relationships with certain suppliers. All Scorecard Assessors must declare any Conflict of Interest (ie financial relationships with suppliers) to the householder. These financial relationships must also be listed on the Privacy Agreement provided to the householder to sign at the start of the assessment.

Householders are under no obligation to purchase any products or services from the Assessor or an associated business.

Making a complaint

Complaints can be made by contacting help.scorecard@delwp.vic.gov.au.

Please provide as much detail as possible to help resolve the issue, including:  

  • Name and contact details of the person making the complaint,
  • the assessor's name or business name,
  • address the issue occurred at,
  • the nature of the complaint and any actions taken to resolve it, and
  • any evidence available.  

The Department will keep you updated on the progress towards resolving your issue.