Complaints Handling Procedure

All involved at SEC Services are dedicated to providing the best quality services and products to help you achieve the best outcome for your home and business.

However, if you have a complaint about any such products or services then SEC Services is here to discuss any issues or questions you may have in order to come to a resolution that satisfies everyone involved.

This Complaints Procedure is to help you better understand how to address your issue and achieve the best outcome as quickly as possible.

Our complaints procedure is as follows:

  1. Contact us first, we are best placed to help you on the followingCall or Message: 0438 897 456
    Visit our website:  secservices.auNote: Any electronic submission should have the subject line or begin the message with the
    phrase “Formal Complaint”.
  2. Administration will direct your complaint to the director or other qualified staff.
  3. Once received, we will investigate your matter and provide a progress update and/or solution
    within seven business days for a minor issue and 21 days for any major issues.

Following an appropriate investigation, SEC Services will inform you of the action or decision taken regarding the complaint. SEC Services will also take action to prevent similar complaints from occurring in the future.

Remedies to resolve the issue may include (but not limited to):

  • Refunds
  • Replacement
  • Repairs/Rework
  • Compensation

The remedies and solutions offered are subject to the Terms & Conditions and Warranties which apply to the products and services that you purchased from us. These include applicable consumer guarantees and our obligations under the Australian Consumer Law or consumer legislation in place at the time you purchased your products and services.

We take all complaints seriously and necessary steps will be taken to avoid any similar issues occurring in the future to provide the best customer experience possible.

What is a Complaint?

AS ISO 10002-2006, defines a complaint as follows:

“An expression of dissatisfaction made to an organisation, related to its products, or the complaints–handling process itself, where a response or resolution is explicitly or implicitly expected.”

SEC Services adopts that definition of “Complaint” for the purposes of this Policy. In particular, we note that:

  • a Complaint requires a Response and/or Resolution.

Which can be distinguished from:

  • Negative Feedback which does not necessarily require a Response.

Further Action

If you are not satisfied with the outcome of your complaint, you can refer the complaint to the relevant Fair Trading or Consumer Affairs office in your state or territory.

External resolution bodies include:

Consumer Affairs Victoria
Phone: 1300 558 181

NSW Fair Trading
Phone: 13 32 20

Solar Accreditation Australia
Phone: 1300 001 580

Energy Safe Victoria
Phone: 1800 800 158

The team at SEC Services appreciates your patience and cooperation in rectifying any issues.


Lachlan Stacey