Make a complaint or report a safety concern
Due to the Christmas holiday period, complaints submitted to ESV between 5:00pm Tuesday 22 December and 9:00am Thursday 7 January will not be responded to until after 7 January.
We apologise for any inconvenience caused and thank you for your patience.
Is it an emergency? For life-threatening emergencies, call triple zero (000).
If you have a gas or electrical emergency, click on the following links for more information:
Energy safety regulation in Victoria
We are responsible for ensuring that:
- electrical installations and infrastructure are safe and compliant,
- electricity safety regimes are managed to meet the challenges of changing technologies and industry structures,
- new and second hand gas and electrical equipment meet agreed safety criteria and comply with appropriate standards, including energy efficiency, and
- electrical installation workers and inspectors are appropriately licensed.
The Victorian Building Authority (VBA) is also an energy safety regulator in Victoria. It is responsible for regulating domestic gas fitting installation work and the issuing of licences to gasfitters (as well as all plumbing and building work).
ESV assists with complaints about gas, electricity and pipeline issues which are safety or technical compliance related. These do not include billing, customer service and quality of work issues, or contractual/financial disputes. Complaints of this nature are handled by various other agencies in Victoria.
Making a complaint or reporting a safety concern
Complaints must be lodged in writing by completing our safety concern complaints form.
It is important to provide as much factual information and evidence as required to enable the problem or issue to be understood and resolved. This should include the outcome that you want.
If you are unable to do this, please contact the Complaints Coordinator by calling (03) 9203 9700.
If you have difficultly filling out the Complaint Form, you can provide your complaint or report by email to email@example.com.
A hard copy of ESV’s complaint form is also available. Mail to:
Energy Safe Victoria
PO Box 262
COLLINS STREET WEST VIC 8007
If you have not received a response to your complaint within seven days, please call ESV on (03) 9203 9700 or email firstname.lastname@example.org to follow up.
Complaints handling policy
ESV’s Complaints handling policy provides more information about the type of complaints we accept, our process for handling complaints and the principles by which we operate when handling complaints. These principles are reflected in our Service Delivery Charter.
Reporting non-compliant electrical equipment
Reports of non-compliant equipment can be made via email to email@example.com.
Your report is important to ESV as this information assists us in monitoring trends and taking action as appropriate, including alerting the public about products or appliances found to be unsafe.
You may choose to provide us with an anonymous complaint. ESV accepts these complaints and deals with them on their merits.
In some cases it is not practical to investigate a complaint if ESV is not able to contact you for further information or disclose your identity.
Where we are unable to resolve a complaint to your satisfaction, we will attempt to explain why and let you know of other options that may be available to you.
You may also request an internal review of your complaint by ESV. Acceptable grounds for review of a complaint are:
- ESV error in handling the complaint,
- Decisions made are inappropriate under the circumstances, and/or
- New information or evidence is available to justify a review.
If you have any queries in relation to making a complaint contact ESV on 03 9203 9700 or at firstname.lastname@example.org.