Support
Complaints & dispute resolution
If something has gone wrong, we want to hear it directly. Here is exactly what happens when you tell us.
Step 1 — Tell us
Email admin@urgentlocksmiththomastown.com or call +61 3 7067 9694. Include your invoice number, the date and address of the work, what happened, and what outcome you are seeking. Email is preferable for anything involving money because it creates a record for both of us.
Step 2 — We acknowledge
We acknowledge every complaint within two business days, confirming what we understand the issue to be and who is handling it.
Step 3 — We investigate
We review the job notes and invoice, speak to the attending locksmith and, where relevant, arrange an inspection — usually within five business days and at no charge to you.
Step 4 — We respond
We aim to provide a written outcome within 15 business days of acknowledgement. If a matter is complex and will take longer, we will tell you why and give a revised date. The response will state what we found, what we propose, and what you can do if you disagree.
Possible outcomes
- Returning to correct workmanship at no charge.
- Replacing faulty hardware under warranty.
- A partial or full refund where a service failed to meet a consumer guarantee.
- An explanation, with evidence, where we do not consider the complaint substantiated — along with the details below so you can take it further.
Step 5 — External escalation
You are entitled to escalate at any time; you do not need our permission and you do not need to wait for our process to conclude.
- Consumer Affairs Victoria — consumer.vic.gov.au or 1300 55 81 81. They offer free conciliation between consumers and traders.
- VCAT — vcat.vic.gov.au, for consumer and trader disputes that conciliation does not resolve.
- ACCC — accc.gov.au, for misleading conduct.
- OAIC — oaic.gov.au, for privacy complaints. See our privacy policy.
- Victoria Police — for anything involving suspected criminal conduct.
Feedback that is not a complaint
Suggestions, corrections to this website, and honest reviews — positive or negative — are all welcome at admin@urgentlocksmiththomastown.com. We do not filter or incentivise feedback.