Energy Safe Victoria

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Make a complaint or report a safety concern

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 to ESV should be lodged in writing (email or post), or by completing our safety concern complaints form or ESV’s complaint 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.

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.

Email: complaints@energysafe.vic.gov.au

Mail:

Complaints Coordinator
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 complaints@energysafe.vic.gov.au to follow up.

Reporting non-compliant electrical equipment

Reports of non-compliant equipment can be made via email to defectreports@energysafe.vic.gov.au.

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.

Anonymous complaints

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.

Unsatisfactory resolution

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.

Alternatively you may wish to complain to the Victorian Ombudsman, (03) 9613 6222, or by email at ombudvic@ombudsman.vic.gov.au.

Contact us

If you have any queries in relation to making a complaint contact ESV on 03 9203 9700 or at complaints@energysafe.vic.gov.au.