Complaints
How to make a complaint
If something has gone wrong, we want to hear about it. Here is how to complain, what happens next and where you can go if you are not satisfied.
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In short
Call, email or use our form. We acknowledge every complaint within [1] business day, investigate it properly and give you a written answer within [10] business days. If you are not satisfied, you can go to the regulators listed below.
How do you make a complaint?
Call 1300 975 707, email hello@bluestonesecurity.com.au with "Complaint" in the subject, or use our contact form. You can also write to our office.
It helps to include:
- Your name and how to contact you
- The site, date and time if it is about an incident or visit
- What happened and what you would like us to do
- Any photos, reports or reference numbers
What happens after you complain?
We acknowledge your complaint within [1] business day, investigate it and send you a written response within [10] business days.
- Acknowledge. We confirm we have your complaint and who is handling it.
- Investigate. We check reports, patrol logs, GPS records and CCTV, and talk to the people involved.
- Respond. We tell you what we found and what we will do about it, in writing.
- Follow up. We check back to make sure the fix worked.
Who handles complaints?
Complaints are handled by a senior manager who was not involved in what went wrong. Serious complaints go straight to our founder and operations director.
Meet the team to see who is responsible for each part of our service.
What if the complaint is about an officer?
A supervisor contacts you within [timeframe], reviews the officer’s reports and records, and can move the officer off your site straight away while we investigate.
What if you are not satisfied with our answer?
You can take your complaint to the body that deals with that kind of issue. You do not have to use our process first, but it is often the fastest way to fix the problem.
| Your complaint is about | Who to contact |
|---|---|
| A security licence holder’s conduct | Victoria Police Licensing and Regulation Division (opens in a new tab) |
| Consumer rights, prices or contracts | Consumer Affairs Victoria (opens in a new tab) |
| How we handled personal information | Office of the Australian Information Commissioner (opens in a new tab) |
| A crime | Triple Zero (000) in an emergency, or the Police Assistance Line on 131 444 |
Can you complain without giving your name?
Yes. We look into anonymous complaints too, but we cannot reply to you or ask follow-up questions, so the investigation may be more limited.
How do complaints improve our service?
Every complaint is logged and reviewed each month by our management team, and we change our procedures, training or rosters when a complaint shows we should.