What types of complaints can you make?
You can complain to ESV about safety or compliance issues involving electricity, gas, or pipelines in Victoria, such as:
- Unsafe or non-compliant work: electrical or gas work that creates risks of fire, shock, explosion, or injury.
- Unsafe appliances: faulty electrical or gas appliances that pose risks.
- Unsafe or non-compliant equipment: imported or second-hand products sold without safety approval.
- Infrastructure safety issues: damaged power poles, gas leaks, unsafe pipelines.
- Bushfire and clearance risks: vegetation too close to powerlines, or poor safety management in high-fire areas.
- Unlicensed or unregistered work: people carrying out gas or electrical work without the proper licence.
- Missing compliance documents: not receiving a Certificate of Electrical Safety (for electrical work) or a Statement of Compliance (for gas work).
Jurisdiction:
ESV can only act on safety and compliance issues that happen in Victoria.
Time Limits:
There is no strict time limit on when you can make a complaint.
ESV will not deal with complaints about:
- Billing, pricing, or contract disputes (contact EWOV instead).
- Disconnection, reconnection, or outages (contact your provider or distributor).
- Customer service issues or warranties.
- Environmental, noise, or visual concerns that are not safety issues.
- Work outside Victoria.
- Minor admin or technical breaches with no real safety risk.
Who can you make a complaint against?
You can make a complaint against:
- Individuals: electricians, gasfitters, property owners, or tradespeople responsible for unsafe work.
- Businesses: electrical or gas contractors, suppliers, or certifiers.
- Energy and infrastructure companies: major power and gas companies, pipeline operators, councils, developers.
Are you eligible to make a complaint?
Who can make a complaint?
Anyone in Victoria can make a complaint if it relates to gas, electricity, or pipeline safety.
This includes:
- Individuals directly affected.
- Support people (carers, lawyers, advocates) with authority to act.
Anonymous complaints may be accepted, but ESV may be limited in what it can do.
Before you lodge a complaint:
Before reaching out to ESV, reach out directly to the business or service provider you wish to complain about. If you are not able to resolve the problem, then you may lodge a complaint with ESV.
Can you make a complaint on behalf of someone else?
Yes, but you need written authority from the person affected by filling in an Authority to Act form.
Additional Information:
ESV’s complaints process is free, you don’t need a lawyer, but you can seek legal advice.
What can this body do to help?
ESV can:
- Issue warnings, rectification, or improvement notices.
- Stop unsafe work immediately.
- Suspend or cancel licences.
- Recall unsafe products.
- Fine or prosecute businesses or individuals.
- Refer complaints to other agencies if more appropriate.
ESV cannot:
- Award compensation or refunds.
- Resolve contract or service disputes.
- Publish findings for every complaint.
How to prepare your complaint:
Personal details:
Provide your name and contact information unless you want to stay anonymous.
Respondent details:
Provide the name, role, business name, licence number and any other identifying details of the other party.
Relevant facts:
Provide details about what happened, when, where, with supporting evidence such as photos, certificates and correspondence.
Lodging your complaint and next steps:
Where to lodge:
- Online: ESV complaint form HERE.
- Post: Complaints Coordinator, Energy Safe Victoria, PO Box 262 Collins Street West VIC 8007.
Receipt and Acknowledgement:
- Online: you’ll get a confirmation email and Complaint ID.
- Post: ESV will call you with a Complaint ID and send confirmation.
Assessment and Investigation:
- ESV prioritises immediate safety risks.
- Technical complaints may be investigated by specialist teams.
- If another body is more suitable, ESV will refer you there.
Legal timeframes for ESV to take action in court for breach of law:
- Electricity and Gas laws: within 3 years of when ESV became aware of the offence.
- Pipeline laws: within 1 year of the offence (counted from the date it happened, not when ESV found out).
- Building Act (electrical work): within 3 years of the offence, or within 2 years of ESV becoming aware of it.
More information:
Refer to the factsheet provided below for more information.
What types of complaints can you make?
The NSW Ombudsman can act on complaints about the conduct of NSW public authorities and community service providers, including conduct that occurs in other states.
Some common complaints include:
- A Public Authority hasn’t been fair and reasonable with you
- You haven't been provided with sufficient information to understand a decision
- A public authority hasn't replied to you without a good reason
- The policies and procedures of a public authority were not fair and reasonable, or they weren't followed without a good reason
- A public authority hasn't performed their work promptly and without unnecessary delay
- Your complaint wasn't handled according to the authority’s complaint handling policies and procedures
The NSW Ombudsman cannot investigate complaints about:
- the conduct of NSW government ministers, courts, police, the Law Enforcement Conduct Commission, ICAC, or the Office of the Legal Services Commissioner;
- local councils if there's a right of appeal or review;
- the Judicial Commission;
- decisions on accessing government information.
If the NSW Ombudsman does not have the jurisdiction to, or decides not to investigate your complaint, you will be told the reasons for that decision.
Example
Joan was issued with a speeding fine. The speed camera showed a car with Victorian license plates but Joan’s car is registered in NSW. She explained this when she applied for a, internal review of the fine but was told it didn’t matter, she still had to pay.
Who can you make a complaint against?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
Are you eligible to make a complaint?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
What outcomes are available?
- Warm/Direct Referral: The Ombudsman can guide you to the right place if they cannot help directly.
- Resolution: They can work with you and the other party to resolve the issue
- Comments: The Ombudsman can provide feedback and suggestions to improve services.
- Mediation or conciliation: They can facilitate a discussion between both sides to help reach a mutual agreement.
- Investigation, Reports, and Recommendations: The Ombudsman can investigate your complaint, write a report on their findings, and recommend actions to fix the problem.
What should your complaint include?
You can make a complaint to the NSW Ombudsman either in writing or verbally.
Free interpreter or translator services are available.
If you provide personal information, include:
- First and last name
- Age
- Contact number
- Email and postal address
When describing your complaint, include:
- The name of the public authority or community service provider.
- Details about what the complaint is about, including what happened and when.
- The outcome after you complained to the authority or provider.
- What resolution you seek.
Provide as much detail and supporting documents as possible. Do not make false or misleading statements, as this may be an offence.
Lodging your complaint and next steps
You can lodge a complaint with the NSW Ombudsman:
- Online via the form: Make a complaint online - NSW Ombudsman
- Email: info@ombo.nsw.gov.au
- Post: Level 24/580 George Street, Sydney 2000
- Telephone: 1800 451 524, Monday to Friday, 9am - 4pm
- In person: Level 24/580 George Street, Sydney 2000, Monday to Friday between 9am-12pm or 1pm-4pm.
What to Expect After Lodging Your Complaint:
- Written Complaints: You will receive an acknowledgment with a case reference number within 10 working days.
- Phone or In-Person Complaints: You will receive immediate acknowledgment.
Possible Outcomes:
- If no action is needed, you will be informed with the reasons.
- If action is taken, the Ombudsman officer will contact the relevant authority and keep you informed of the outcome.
Most complaints are resolved within 30 days, but complex cases may take longer.
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