Australian Consumer Guarantees

Last updated: 3 August 2026

The Australian Consumer Law, in Schedule 2 of the Competition and Consumer Act 2010 (Cth), gives you automatic guarantees when you buy goods and services. Nothing in our terms, quotes or invoices limits those guarantees.

Guarantees on services

• Services will be provided with due care and skill
• Services will be fit for any purpose you told us about
• Services will be supplied within a reasonable time where no time is agreed

Guarantees on goods

• Goods will be of acceptable quality - safe, durable, free from defects and doing what that kind of good ordinarily does
• Goods will match their description and any sample or demonstration model
• Goods will be fit for any purpose you told us about
• You will have clear title to the goods and undisturbed possession of them
• Spare parts and repair facilities will be reasonably available for a reasonable time, unless we told you otherwise before you bought

Major vs minor failures

A failure is major if a reasonable consumer would not have bought the good or service had they known about it, if it is substantially unfit for its normal purpose and cannot be fixed easily within a reasonable time, or if it is unsafe.

• Major failure: you choose the remedy - a refund, a replacement, or compensation for the reduction in value.
• Minor failure: we may choose to repair, replace or refund, and we will do it within a reasonable time at no cost to you.

You may also be entitled to compensation for any reasonably foreseeable loss or damage caused by a failure.

What isn't covered

Consumer guarantees do not cover damage caused by misuse, unauthorised modification, normal wear and tear, or a fault you were told about before you bought. They also do not cover situations where you simply changed your mind.

How to make a claim with us

1. Contact us with your invoice number and a description of the problem
2. We will arrange an assessment, usually on site, at no charge
3. We confirm in writing whether the failure is major or minor and the remedy we propose
4. We complete the remedy within a reasonable time and confirm it in writing

Phone +61 3 7047 9429 or email admin@pvemergencylocksmith.com.

If you're not satisfied

You can escalate to Consumer Affairs Victoria (consumer.vic.gov.au) or the Australian Competition and Consumer Commission (accc.gov.au). Our complaints and disputes page sets out our internal process first.

Pricing and advertising

We do not advertise headline prices that we know the final invoice will exceed. Prices we quote include GST where applicable, and we display a single total price rather than a component figure.