What can I complain about?
Making a complaint
Tips for making a written complaint
Your privacy
Our complaints handling policy
Whistleblowers
Rights of appeal
External agencies contact details
Complaints ABOUT ESV are generally related to ESV policy, procedure, system or behaviour of an ESV employee involved in service delivery. We are fully committed to a providing an integrated complaints handling process. If you are not satisfied with the service you have received from us, we welcome your feedback. It gives us the opportunity to fix the problem and improve our service to you and to others.
Complaints TO ESV are part of ESV's role in regulating the safety and technical compliance of energy supply, installations, appliances and pipelines. As such, there may be times that members of the community may witness something they determine to be unsafe or warrant investigation and possible prosecution from ESV. We welcome these opportunities and you can report these incidents here.
If you are dissatisfied with the service provided to you by ESV, the Ombudsman Victoria is an independant and impartial service that can be accessed by any member of the public. Their contact details are:
The Ombudsman Victoria Level 22, 459 Collins Street Melbourne Vic 3000 Telephone: (03) 9613 6222 Toll free (from regional areas): 1800 806 314
What complaints should be dealt with by other agencies?
The first point of call for making a complaint ABOUT ESV is with ESV. This gives us the opportunity to address your concerns directly and resolve them in the most efficient and effective manner possible. Apart from resolving the complaint, bringing it to our attention of will give us the opportunity to make changes that may benefit other members of the community.
If you are wanting to report a complaint TO ESV, the most important step is to collect as much information as you can. This may include, photographs, supporting documents, names, dates, times, witnesses etc. Putting your complaint in writing (email, letter or via our website) is the required method for making a complaint to ESV. This will not only give someone the responsibility of replying to your complaint, it will also ensure it is directed to the right person or department.
Click here to utilise our online complaint form for complaints ABOUT and TO ESV.
Online: Online complaints form
Email: complaints@esv.vic.gov.au
Mail: Att: Complaints Handling Manager
PO Box 262 COLLINS STREET WEST
VIC 8007
Click here to lodge your complaint online.
Your Privacy
Information you provide in connection with your complaints will be handled in accordance with all applicable privacy laws. Your personal details will only ever be disclosed to another party with your consent or if otherwise permitted under privacy laws.
You can access personal information ESV holds about you by contacting the Freedom of Information (FOI) Officer.
Our complaint handling policy
ESV has a strict Complaints Handling Policy. The principles in this policy apply to all ESV staff in their dealings with all customers and external companies. It has been developed to support and as an expansion of the ESV Customer Service Charter.
It sets out the principals that ESV has adopted for the management of feedback, compliments, suggestions or complaints - received in relation to the services provided and the experiences of the delivery of those services by ESV. It describes the principles that we follow to recover the experience when our service delivery has not met expectations.
ESV recognises the importance of a well managed complaints handling process as part of providing a quality customer service. We are accountable for our actions and decisions, and customers and other external parties have the right to complain about us and seek remedy for decisions that affect them.
This complaints handling procedure was developed in accordance with AS ISO10002–2006: Customer satisfaction—Guidelines for complaints handling in organisations and the Ombudsman Victoria’s guide to complaint handling for Victorian Public Sector Agencies.
Click here to view our complaints handling policy
Whistleblowers are handled separately to persons complaining ABOUT and TO ESV. In keeping with the Whistleblowers Protection Act 2001, copies of the Energy Safe Victoria Whistleblowers' Protection Policy are available from Energy Safe Victoria. Disclosures of improper conduct by Energy Safe Victoria or its employees may be made to the following:
Andrew Padanyi Protected Disclosure Officer Energy Safe Victoria PO Box 262 Collins Street West Melbourne VIC 8007
OR
Rights of Appeal
Where we are unable to resolve a complaint to your satisfaction, we will explain why and let you know what other options you have. These options may include:
Asking for a review of a decision. This may involve another, independent ESV employee who was not involved in the initial investigation reviewing the case Contacting the Victorian Ombudsman
Here is a list of links to various complaint and dispute resolution bodies that may be able to assist with your complaint:
Agency Role The Ombudsman Victoria The Ombudsman enquires into or investigates administrative actions taken by a Government department or public statutory body or by any member of staff of a municipal council. Consumer Affairs Victoria Promotes consumer protection and ethical trading and ensures that consumer protection laws are properly enforced. Dispute Settlement Centre - Victorian Department of Justice Provides an informal, impartial, accessible, low cost dispute resolution service to the Victorian community. Energy and Water Ombudsman Investigates and resolves disputes between Victorian electricity, gas and water customers and their providers. Equal Opportunity and Human Rights Commission of Victoria Responsible for eliminating discrimination in Victoria. Offers information, education and consultancy services, conducts research and provides legal and policy advice. Privacy Victoria The key body regulating the way Victorian government agencies and local councils collect and handle personal information. Victorian WorkCover Authority Complaints Team Respond to complaints/disputes escalated from the WorkCover Agents and the self-insured employers. Victorian Civil and Administrative Tribunal (VCAT) Magistrates Court of Victoria County Court of Victoria Supreme Court of Victoria