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Code of Conduct

The Scorecard program takes your privacy and safety seriously. 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 when conducting any Scorecard related activities, especially when advertising 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 you believe that 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 scorecard@delwp.vic.gov.au.

Scorecard quality principles

As part of the Scorecard quality assurance practices, all assessors must follow the six quality principles in all elements of their work.

The 6 Scorecard quality principles are:

  1. Excellent customer experience. Assessors must demonstrate strong customer relationship and engagement approach and skills, delivering a positive experience for the consumer.
  2. Robust assessment approach. Assessors must have a strong ability to identify home energy efficiency features in the field and accurate data entry skills, to ensure assessments accurately reflect home performance.
  3. Consumer-focused energy efficiency upgrades advice. Assessors must have the skills to assess and present appropriate upgrades options, considering the needs of the household.
  4. Knowledge of safety and well-being. Assessors must have the skills to protect themselves and others while working.
  5. Robust administrative process. Assessors are given Scorecard training and other support services, and must comply with administrative requirements, including audits.
  6. Consultation and continuous improvement. Assessors are invited to provide feedback to continuously improve the scheme.

Are free Scorecard assessments a scam?

Some government programs provide free or discounted Scorecard assessments. In these situations, they will contact you to offer an assessment, sometimes with other services. The program and offer should abide by the Code of Conduct and be clearly explained in the materials provided to you.

If you still have any concerns regarding such an offer please email 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. If delivering a discounted Scorecard assessment through the Victorian Energy Upgrades program, the Assessor must provide a copy of the Scorecard Privacy Statement - Victoria only. 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 of Energy, Environment and Climate Action for the whole of Australia, 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 Australian 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 Scorecard program also complies with the Department's Privacy Policy. For further information contact the Commissioner for Privacy and Data Protection on 1300 666 444 or enquiries@cpdp.vic.gov.au or www.cpdp.vic.gov.au.

Making a complaint

Start by contacting the organisation or assessor that provided the assessment. This is usually the fastest way to resolve an issue. If that doesn't work, complaints can be made by contacting 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 where the issue occurred
  • the nature of the complaint and any actions taken to resolve it
  • any evidence available.

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

Download our complaints policy (DOCX, 36.5KB)

Page last updated: 02/02/24