Fequently Ask Questions
Answers to frequently asked questions about the scope and application of The DEEHS Complaints Procedure:
Yes, DEEHS would investigate your complaint if it fell within the scope of The Complaints Procedure.
Yes, DEEHS would investigate your complaint, subject to the conditions given earlier.
Yes, DEEHS will only charge administration fee.
Generally, no. DEEHS does not normally become involved unless it can be demonstrated that the complainant has already brought the matter to the Approved Contractor’s attention in writing and given the contractor an opportunity to respond.
No. The complainant must be prepared to allow the Approved Contractor to be present at the inspection, and allow reasonable access for the Approved Contractor to carry out any necessary remedial work. Otherwise The Complaints Procedure cannot operate.
You need to state as clearly as possible what aspects of the electrical work you consider to be unsafe or unsatisfactory, and why.
No. This isn’t normally necessary. The important thing is to express your complaint clearly.
Yes, in certain circumstances. Approved Contractor is required to inspect and test their work during construction and on completion, and to carry out tests before putting the new work into service. Any defects or omissions discovered during the process of inspection and testing should be corrected before a certificate is issued by the Approved Contractor, however, depending on the circumstances, DEEHS at its discretion can investigate a complaint regarding work that has not yet been completed.
Yes. Such complaints fall within the scope of The Complaints Procedure, subject to the conditions given earlier.
No, such complaints falls outside the remit of The Complaints Procedure as Domestic Installers are only approved by DEEHS to carry out domestic electrical installation work.
No, the complaint falls outside the remit of The Complaints Procedure as Approved Contractors are not approved by DEEHS to carry out this type of electrical work such work in high risk/hazardous areas.
No. All contractual and commercial matters are outside the scope of The Complaints Procedure.
No. Such matters fall outside of the scope of The Complaints Procedure.
No. In such cases DEEHS cannot firmly establish the relevant facts about the installation, by means of an on site inspection
No. The Complaints Procedure does not apply to work carried out by other contractors than an Approved Contractor.
No. DEEHS regards its Complaints Procedure as an alternative to litigation.
No. The Complaints Procedure does not provide for financial compensation.
Yes, in some circumstances. Provided the complaint falls within the scope of The Complaints Procedure in all other respects and the former Approved Contractor is still trading as an electrical contractor, DEEHS will, where practicable, call on the contractor to honour the continuing obligations imposed by its former approval with DEEHS. In the event of the contractor failing to respond satisfactorily or having ceased trading, DEEHS Guarantee of Standard Scheme may be applicable.
Complainants will be advised of the outcome of any on site inspection in general terms. If a copy of DEEHS inspection report is required, it should be requested from the Approved Contractor. DEEHS does not provide complainants with a copy of its inspection report unless legally obliged to do so.
