Complaints and disputes

Step 1 — Tell us

Email admin@urgentlocksmiththomastown.com or call (03) 7057 1535. Written complaints are easier for both of us to track, but we will accept either. Please include:

• Your invoice number and the date of the job.
• The address where the work was done.
• What happened, and what outcome you are seeking.
• Photographs, if the issue is something we can see.

Step 2 — We acknowledge

We acknowledge every complaint within 2 business days, confirm what we have understood, and tell you who is handling it.

Step 3 — We investigate

We review the job record, speak with the technician who attended and, where useful, arrange an inspection. Inspections related to a complaint are free. We aim to complete this within 10 business days and will keep you updated if it takes longer.

Step 4 — We respond in writing

You receive a written outcome explaining what we found, what we will do and by when. If we are at fault, we fix it. If we are not, we explain why in terms you can check, and we will still tell you what your options are.

Step 5 — If you are not satisfied

You can escalate at any time. You do not need to finish our process first.

• Consumer Affairs Victoria — 1300 55 81 81, consumer.vic.gov.au. Free advice and a conciliation service for consumer disputes in Victoria.
• ACCC — accc.gov.au, for national consumer law issues.
• Victorian Civil and Administrative Tribunal (VCAT) — vcat.vic.gov.au, for consumer claims that cannot be resolved.
• Office of the Australian Information Commissioner — oaic.gov.au, for privacy complaints we have not resolved. See our privacy policy.

Our commitments

• We do not charge for lodging or handling a complaint.
• We do not require you to waive any legal right as a condition of a resolution.
• We keep complaint records so we can identify patterns and fix the underlying cause, not just the individual job.