Australian Consumer Law guarantees

Guarantees that apply to our services

Under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), when we provide locksmith services we guarantee that they will be:

• Provided with due care and skill — carried out competently, using proper technique and appropriate tools.
• Fit for the purpose you told us about — if you explain what you need the lock or system to achieve, what we supply must achieve it.
• Delivered within a reasonable time — where no completion date was agreed.

Guarantees that apply to goods we supply

• Acceptable quality — safe, durable, free from defects and doing what a lock of that type reasonably should.
• Matching description and sample — the brand, model and specification you were quoted.
• Fit for a disclosed purpose — suitable for the door, vehicle or application you described.
• Clear title and undisturbed possession — the goods are ours to sell.
• Repairs and spare parts available for a reasonable time, unless we told you otherwise before you bought.

What counts as a major failure

A failure is major when, for example:

• You would not have bought the service or hardware had you known about the problem.
• The work is substantially unfit for its purpose and cannot easily be fixed in a reasonable time.
• The service creates an unsafe situation.
• The goods are significantly different from the description or sample you were shown.

For a major failure, you choose the remedy: a refund, a replacement, or keeping the goods and receiving compensation for the drop in value. You may also claim compensation for other reasonably foreseeable loss.

For a minor failure, we may choose to repair, replace or refund. If we take too long or fail to fix it, you can then reject the goods or service and seek a refund, or have it fixed elsewhere and recover reasonable costs from us.

What guarantees do not cover

• Damage you caused by misusing the hardware.
• Problems you were clearly told about before you agreed to the work.
• Ordinary wear and tear.
• A change of mind about the product you selected.

How we apply this

We do not ask customers to sign anything that waives these guarantees, and no clause in our terms of service is intended to reduce them. Our workmanship warranty and returns policy sit on top of the law, not in place of it.

Other protections we take seriously

• No misleading conduct. We do not advertise prices we do not intend to honour, or claim credentials we do not hold.
• All prices GST inclusive. Quotes show a single total price as required for consumer pricing.
• Receipts. You receive an itemised invoice for every job, and always for work over $75.
• Unsolicited work. We do not perform or charge for work you did not ask for and agree to.

Independent help

You can contact Consumer Affairs Victoria on 1300 55 81 81 or at consumer.vic.gov.au, or the ACCC at accc.gov.au. You do not need our permission, and using our complaints process first is optional.

Questions about this page can go to admin@urgentlocksmiththomastown.com or (03) 7057 1535.