Contact us

Anyone can contact us with feedback or a query about the Safeguard using the contact options above. This section will tell you what you should include in your query and what will happen next.

What we need from you

These details help us understand your enquiry and respond more efficiently.

• details of your enquiry and any relevant background information.
• your state, postcode and email address
• your name, organisation and phone number (if you wish). 

If you phone us

Be ready to give us any relevant background information and your preferred method of contact. We’ll try to answer your enquiry when you call. If we can’t, we’ll get back to you later with more information. 

How we protect your privacy

• We’ll treat your enquiry as confidential if you ask us to (unless the law requires us to disclose information).
• To resolve certain issues, such as complaints, we may need to contact other people involved (with your consent).
• Read IPART’s Privacy Statement for more information.

What happens after you contact us 

• If you have provided an email address, you’ll receive an email acknowledgement with a reference number.
• We’ll do our best to respond in a reasonable timeframe; more complex enquiries may take longer. We’ll contact you if there is a delay and may ask for further details.  

If you’re not satisfied 

Go to IPART’s Customer Feedback and Complaints page to find out how to make a complaint about:

• the process used to come to our decision or advice (not the decision or advice itself)
• how IPART administers and regulates the Energy Security Safeguard
• behaviour or conduct of IPART staff.

If you’re concerned about behaviour in the schemes

Use our Report misconduct page to raise a concern or complaint about conduct or practices of people operating in the Energy Savings Scheme (ESS) or Peak Demand Reduction Scheme (PDRS), including issues about the conduct of Accredited Certificate Providers (ACPs) or their representatives.

The NSW Department of Climate Change, Energy, the Environment, and Water (DCCEEW) is responsible for developing the policy to support the Energy Savings Scheme, the Peak Demand Reduction Scheme and the Renewable Fuel Scheme, as well as the legislation that establishes these schemes. Visit the NSW Climate and Energy Action website for more information or contact DCCEEW directly.

The Government Information (Public Access) Act 2009 creates rights to information that are designed to meet community expectations of more open and transparent government. It encourages the routine and proactive release of government information.

For more details on seeking information under this Act, refer to the IPART Right to Information webpage.

Accredited Certificate Providers (ACPs), applicants for accreditation and scheme participants may be able to request a review of certain decisions made under the Safeguard.

Download the Request a review of a Safeguard decision fact sheet to find out which Safeguard scheme decisions can be reviewed and how to apply.