Feedback Form

Your Feedback

The Essential Services Commission and its staff endeavour to provide a high quality and responsive service. You may wish to provide feedback or make a complaint about the actions taken or service provided by our staff. The Commission welcomes your comments and complaints as they help us to improve our work to benefit the Victorian community.

If you would like to congratulate the Commission or make comment about the service provided by a staff member of the Commission you can complete the attached feedback form.

Complaints

You can make a complaint about a Commission staff member if you believe that person has:

  • failed to provide satisfactory service or response to your query
  • denied you respect, dignity or privacy
  • been negligent or unprofessional or
  • Caused you concern for any other reason

Wherever possible, you should try to resolve the complaint directly with the Commission staff you have been dealing with. If the complaint is not resolved, you should ask to speak to the staff member’s Manager or Director.

If you are unsatisfied with the outcome, you should complete the attached feedback form.

The Commission will:

  • Listen to you
  • Give you information
  • Assist you in navigating your complaint through the process

If you submit a complaint, we will make sure that the use of this information is carefully controlled to ensure that it accords with the Information Privacy Act.

If you have a complaint about a regulated service such as electricity, gas or water you should look at the Consumer Information section (link) of the Commission’s web site.

Responding to your complaint

You will receive an acknowledgement within three working days of receipt of your complaint, telling you who is dealing with it. A fully reply will follow within 28 days, advising you of the outcome or of any delays.

Your complaint will be investigated by a Manager who has not been directly involved in the issue you are concerned about. While your complaint is investigated, you can expect to:

  • be kept informed of the progress
  • be treated with respect
  • Receive a reply to your complaint within 28 days unless you are advised that it will take longer.

Feedback

You can use this page to submit feedback or a complaint to the Commission. It can also be used to provide feedback on this website.

To submit feedback or a complaint:

  1. Enter your contact information and your comment. The information with an asterisk (*) is required
  2. Select Submit

Your comment is sent to the staff member responsible for handling feedback and complaints.