General information, not legal advice. Each agency named here explains on its own page what it can and cannot do with a complaint.
Two kinds of complaint
The job
Poor work, a lock that fails, a price you did not agree to. This is consumer law: the business first, then the consumer agency where you live.
The licence
Someone working without the licence their state requires, or not showing it. This goes to the security licensing body.
First, the business
The ACCC’s advice is to contact the business that sold the product or service, and that “The business can’t refuse to help you by telling you to contact the manufacturer.” It suggests you “mention the Australian Consumer Law and that you know your rights. If the business doesn’t fix your problem, you can speak to your local state and territory consumer protection agency.”
The ACCC accepts reports, but it says: “We don’t resolve individual disputes or give legal advice about a consumer’s right to a repair, replacement or refund for a faulty product or service.”
What it does with reports is wider than one case: “We use reports we receive to inform our education, compliance and enforcement work.” It “can investigate if a business misleads consumers or other businesses about their rights” and may take compliance or enforcement action.
NSW Fair Trading asks that a complaint include “details of the issues you are experiencing” and “copies of any correspondence that shows how you have tried to resolve the matter.” That is a good reason to keep the written quote and the invoice.
What to have ready
- The quote or agreement. Victoria’s checklist asks for a written contract that “clearly specifies the work to be done and the total cost”.
- An itemised invoice. Access Canberra suggests asking for one when the job is complete.
- Who did the work. Their full name, physical address, registered business name and ABN, which Access Canberra says it is your right to know before signing a contract.
- The licence number. In South Australia it should already be on the business card or written quote.
- Your messages. Copies of correspondence showing how you tried to resolve it, as NSW Fair Trading asks.
Consumer agencies, where the pages say what they do
| Place | What the page says |
|---|---|
| NSW | NSW Fair Trading reviews a complaint “to determine the most appropriate resolution”, which may include giving you information, recording the issues for future compliance programs, or “contacting the other party to try and resolve the dispute.” You can lodge one online or by mail. NSW Fair Trading |
| Victoria | Consumer Affairs Victoria’s checklist for home improvements costing $10,000 or less says to list work you believe is faulty or incomplete, speak with the builder or tradesperson immediately, and put your request in writing by registered post. Where work is in dispute, it asks you to contact it. Consumer Affairs Victoria |
| Western Australia | Consumer Protection WA points people who need help asking a business for a refund, repair or replacement to its section on resolving a problem or complaint. Consumer Protection WA |
| South Australia | “You can also contact CBS for advice about your rights or if you have a dispute with your builder or tradesperson.” Consumer and Business Services |
| ACT | “Access Canberra is your first point of contact for advice or to raise consumer concerns and complaints about a business, product or service.” It works with the parties to resolve the matter, but “can’t provide legal advice or assist in business-to-business disputes.” Access Canberra |
In Queensland, Tasmania and the Northern Territory, the ACCC’s advice above holds: speak to your local consumer protection agency. In the ACT, Access Canberra also suggests checking before you hire whether it has issued a public warning or an enforceable undertaking about a tradesperson, or taken disciplinary action against them.
Licensing concerns, by state
- NSWNSW Police’s SLED pages list a “Lodge a Report of Non-compliance” service beside the Class 2 licence page.
- QLDThe Office of Fair Trading’s installer licence page links to its information on security industry breaches and penalties. Under the Security Providers Act 1993, a person without the appropriate licence “is not entitled to any reward” for a security provider’s work.
- VICVictoria Police says the private security changes of 2025 brought an expanded process for complaints. Victoria Police, private security
- WAWA Police’s security licence page names its Licensing Enforcement Division as the contact.
- SAConsumer and Business Services issues security agent licences and gives a licensing contact on its licence page.
- ACTAccess Canberra issues security licences under the Security Industry Act 2003, and its security licence page links the registers.
For Tasmania and the Northern Territory, the licence guide links the licensing body to ask.
Most complaints are easier with the paperwork in hand: the quote, the invoice and the licence number you checked at the start. The home page holds all six cuts.