Planned outage - Upgrading the IVR (Interactive Voice Response) system

From 5:00am to 10:00am, Sunday 13 September 2020

The IVR (Interactive Voice Response) system for lodging paper Certificates of Electrical Safety (COES) will be inaccessible, as we undertake a system upgrade. We anticipate this work will take approximately five hours.

New IVR infrastructure

The new IVR system will be cloud based, meaning it will no longer rely on old, and sometimes unreliable, telecommunications infrastructure. The IVR phone number will not change - 1300 360 366.

What is changing?

IVR users will notice a few differences:

• A new male voice
• LEIs – option to lodge a certificate of compliance on behalf of the 'responsible person'
• RECs and LEWs – minimal changes to the process flow.

Updated paper COES IVR lodgement documentation will be made available on the ESV website.

COES purchase and distribution

• Purchasing paper COES
  • Prescribed and Non Prescribed – through COES agents only i.e. Electrical Wholesalers
  • Periodic – only from ESV
• Distributing paper COES
  • All copies must be provided to respective entities identified on each copy of the certificate

ESVConnect NOT impacted

ESVConnect will operate as usual during the IVR outage. We apologise for any inconvenience this may cause, and thank you for your patience.

Contact us

For advice and information about COES contact our COES team in the following ways:

• Fill in our contact form
• Email to coes@energysafe.vic.gov.au
• Call our COES team on 03 9203 9700 - select option 3.