Is it an emergency?
If you have a gas or electrical emergency, see:
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
- 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).
Energy Safe Victoria assists with complaints about gas, electricity and pipeline issues which are related to safety or technical compliance.
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
When you make a complaint, 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.
Safety concern complaints
Complaints must be lodged in writing by completing our online form here:
Report a safety issue or non-compliance
Use this online form to report a safety issue, non-compliance or complaint.
If you have difficulty filling out the complaints form, you can provide your complaint or report by email: complaints@energysafe.vic.gov.au
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 Energy Safe, as this helps 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. Energy Safe accepts these complaints and deals with them on their merits. In some cases it is not practical to investigate a complaint if Energy Safe 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.
Internal reviews
You may also request an internal review of your complaint by Energy Safe.
Acceptable grounds for review of a complaint are:
- Energy Safe errors in handling the complaint
- Decisions made are inappropriate under the circumstances or
- New information or evidence is available to justify a review.
Alternatively you may wish to complain to the Victorian Ombudsman
- by phone: 03 9613 6222
- email: ombudvic@ombudsman.vic.gov.au
Complaint form - if you don't have internet access
If you are unable to complete our forms online, please contact the Complaints Coordinator by phone: 03 9203 9700
A hard copy of Energy Safe's complaint form is also available:
Mail the completed form to:
Complaints Coordinator
Energy Safe Victoria
PO Box 262
COLLINS STREET WEST VIC 8007
Our complaints policy and procedure
Our complaints handling policy provides information about
- the type of complaints we accept
- our process for handling them
- the principles we follow when handling complaints.
Complaints handling policy:
- Complaints handling procedure:
Date: 21/12/2024 11:53
Controlled document
The currency and accuracy of this document cannot be guaranteed once printed or saved to a storage device. If in doubt, please check the ESV website for the current version.
Reviewed