Complaints & Disputes

Last updated: 3 August 2026

Step 1 — Tell us

Email admin@pvemergencylocksmith.com or call +61 3 7047 9429. Include your invoice number, the job address, the date, and what you'd like us to do about it. Photos help.

Step 2 — We acknowledge

We acknowledge every complaint within 2 business days and tell you who is handling it.

Step 3 — We investigate

We review the job record and speak to the technician who attended. Where an inspection is needed, we arrange it at no charge to you.

Step 4 — We respond

We give you a written outcome within 20 business days, including what we found and what we propose. If it will take longer, we tell you why and give a new date.

Step 5 — Escalation

If you're not satisfied with our response, you can take it further:

• Consumer Affairs Victoria — consumer.vic.gov.au — general consumer disputes and conciliation
• Victorian Civil and Administrative Tribunal (VCAT) — vcat.vic.gov.au — consumer and trader disputes
• Australian Competition and Consumer Commission — accc.gov.au — Australian Consumer Law matters
• Office of the Australian Information Commissioner — oaic.gov.au — privacy complaints

Using our internal process does not affect your right to go to any of these bodies at any time.

Emergency safety issues

If a fault has left a property unsecured, say so when you contact us. We treat those as urgent and prioritise attendance over the standard timeframes above.