In accordance with the principles set out in our Complaint Policy, the Electrical Safety Authority (ESA) aims to provide high-quality service in an effective, open and fair manner. We promise to respond to all complaints in a timely, consistent and direct way. We aim to treat our customers with respect and courtesy at all times.
We view complaints as valuable opportunities to strengthen customer relationships. We also monitor the nature and frequency of complaints to spot potential problem areas in the business.
- Raise your complaint with ESA as soon as the issue surfaces or within 12 months of the date you become aware of it.
- ESA will only accept a complaint beyond 12 months if there are special circumstances.
- Send your request to extend the time-frame in writing to the Chief Ethics Officer. You must include relevant evidence where requested.
A complaint may move through three stages of resolution:
- In Stage 1, an ESA employee you contact will make every effort to resolve the complaint at this stage.
- If you aren’t satisfied, you’ll have a chance to discuss the complaint with the Supervisor or General Manager.
- If they can't resolve the complaint at this stage, you’ll formalize and submit the complaint in writing to ESA.
- If you aren't satisfied with the response in Stage 1, your written complaint will go to the appropriate Supervisor, General Manager or Vice President for review, further investigation, and response.
- We log formal Stage 2 complaints in a complaints register and assign a tracking number. We’ll refer to this number on written correspondence through the Stage 2 and 3 resolution process.
- If you aren't satisfied with the resolution at Stage 2, you may forward the complaint in writing to ESA’s Chief Ethics Officer for review and final response.
- After receiving the complaint, the Chief Ethics Officer will conduct a further review and issue a final written response.
- At this point, ESA considers the matter resolved and the case closed.
- In exceptional cases, we may reopen a complaint file if significant new evidence surfaces after we close the file. You must send a request to reopen closed complaints to the Chief Ethics Officer in writing, supported by relevant evidence.
At each stage, ESA will acknowledge the complaint within two business days. We will formally respond within 10 business days of that acknowledgement. If we need more time, we'll let you know in writing (unless it is a Stage 1 verbal complaint) how many business days we expect to complete the stage. We'll also share the reasons for the delay.
How to Submit Your Complaint
ESA accepts complaints by phone, in writing (by mail, fax, email, text or social media), and through our general inquiries feedback form.
Electrical Safety Authority
Customer Service Centre
400 Sheldon Dr, Unit 1
Cambridge, ON N1T 2H9
Phone: 1-877-ESA-SAFE (372-7233)
What is a Complaint?
A complaint is a formal expression of dissatisfaction. You may complain about the standard of service, action or lack of action by ESA. However, we may not categorize all issues raised as a complaint.
ESA’s Complaint Policy does not consider the following to be complaints:
- An issue covered by a separate policy, such as:
- an issue considered by a court or tribunal (e.g., matters under the ESA Appeals process)
- complaints falling under the Privacy and Access Code, the Code of Conduct and the Diversity or Mutual Respect Policy
- complaints related to the ESA Field Evaluation Complaints Policy.
- A response providing feedback through a formal channel, such as an external ESA advisory council, consultation or market research, questionnaire or the accessibility page on the website
- An insurance claim
- A routine request for service
- An explanation of a policy or practice
- A Request for Information
- An attempt to have a complaint reconsidered after a Complaint or other procedure is complete and the ESA has issued a decision
- Anonymous complaints without enough information for ESA to take further action
- Feedback about another organization's service, where ESA has no involvement or control.