Complaints Policy & Customer Service
ADT Security is committed to providing you with the best possible experience every time you contact us, but if you are unhappy with our service we want you to let us know so we can get it right.
HOW WE HANDLE COMPLAINTS
ADT Security aims to provide an easy way for dealing with customer complaints in a timely, courteous and fair manner. You have the right to make a complaint and we will make sure you’re happy with the proposed outcome before we proceed.
HOW TO MAKE A COMPLAINT
The easiest way to lodge a complaint is via our website on the form below. Our team will then forward the correspondence to the appropriate department who will action this.
For any general account queries or disputes they can be raised via our Customer Service team on 131 005 24 hours day every day of the year.
If you have not had a resolution after contacting ADT Customer Service, or would prefer to submit your complaint in writing you can do so to the Customer Relations team via email at firstname.lastname@example.org or via post at the below address.
ADT Customer Relations
PO BOX 7249
SILVERWATER NSW 2128
Our aim is to ensure that our complaint handling process is available to all customers, former customers (including those with disabilities), suffering hardship (such as financial hardship) and those from non-English speaking backgrounds.
If you need assistance in formulating or lodging a complaint, please let one of our customer service representatives know.
If you are deaf of have a hearing or speech impairment you can use the services of the National Relay Service to make a complaint.
If English is not your first language you may use the services of the National Translating and Interpreting Service to make a complaint.
Please note that the above services may incur a fee from that provider.
WHAT HAPPENS WHEN YOU MAKE A COMPLAINT?
Our aim is to resolve your complaint in an objective, efficient and fair manner. If you make your complaint to us over the phone, writing or online, your case will be assigned to our Customer Relations team.
We aim to resolve all customer complaints within 10 working days. This can be quicker at times depending on the dispute under review, however if the dispute will take longer will notify you of this.
WHAT DO WE EXPECT FROM YOU?
While your complaint is under review ADT Security will suspend collections activity on any invoice or amount that forms part of your complaint. You can rest assured that we will not cancel your service just because a complaint has been made. ADT Security does expect that any outstanding invoices on your account that do not form part of your complaint are paid to the terms outlined on the invoices.
Should your complaint require extra time to resolve, we will discuss this with you and provide you with the reasons why this is the case.
ADT Security treats all complaints seriously, however there may times where ADT simply may deny a complaint that is made. It could be because you have made unreasonable demands or are not willing to cooperate with us. ADT Security aims to reach a fair and equitable outcome for its customers, but in doing so you must also act reasonably and provide us with your full cooperation which includes providing any documentation and information reasonably requested of you.