File a Complaint

If something about your job wasn't right, we want to hear about it. Steven's Locksmiths operates as a service coordination and referral platform, and the work itself is performed by independent subcontractor technicians. We take responsibility for handling your complaint, investigating what happened with the technician involved and coming back to you with an outcome.

1. How to lodge a complaint

Email office@stevenslocksmiths.com.au with "Complaint" in the subject line, or call (03) 4422 4366 during our hours of 7am–midnight, 7 days. Written complaints are preferred so we have a clear record of the issue.

2. What to include

Please include your name and contact details, the address where the work was carried out, the date and approximate time of attendance, the invoice or receipt number if you have one, a description of what went wrong, any photos that help show the issue, and the outcome you're seeking.

3. What happens next

We acknowledge complaints within two business days. We then review the job records, speak with the technician who attended and, where necessary, arrange an inspection. We aim to give you a written outcome within ten business days, and we'll keep you updated if a complaint needs longer than that.

4. Billing disputes

If your complaint is about an amount charged, contact us before raising a chargeback or payment reversal with your bank. Chargebacks lodged before giving us a chance to resolve the issue are dealt with under our Terms of Service.

5. Damage claims

Where a complaint concerns damage, please report it as soon as possible and keep the affected lock, hardware or component available for inspection. Repairs carried out by a third party before we have had a reasonable opportunity to inspect may limit what we can do to resolve the claim. Damage claims are assessed against the damage disclaimer and limitation of liability in our Terms of Service.

6. If you're not satisfied

If you're not happy with our response, reply to us in writing and ask for the matter to be escalated for a further review. Nothing in this process limits any rights you have under the Australian Consumer Law or your ability to seek assistance from Consumer Affairs Victoria.

7. Contact

Steven's Locksmiths, Hawthorn, VIC — office@stevenslocksmiths.com.au or (03) 4422 4366 (7am–midnight, 7 days).