Complaints & Dispute Resolution

1. Purpose of this page

This page explains how Semper Primus handles complaints and service concerns relating to website enquiries, CCTV installation discussions, quotes, equipment setup and completed service work.

Our goal is to resolve issues directly, clearly and fairly where possible.

2. Before making a complaint

If the issue is urgent or relates to a recent enquiry, you can contact us first by phone or email. Please include enough detail for us to understand the issue, such as the property suburb, service date if applicable, equipment involved and the outcome you are seeking.

For safety-related issues, do not attempt to repair or modify electrical, network or mounted equipment yourself unless you are qualified to do so.

3. How to send a complaint

You can send a complaint by email or phone:

Email: [email protected]
Phone: +61 8 6245 1287

To help us review the matter, include:

your name and preferred contact method;
the property suburb or job reference if available;
a clear description of the issue;
photos, screenshots or documents where relevant;
the outcome you are requesting.

4. What happens next

We aim to acknowledge complaints within 2 business days where possible. Some issues may require checking messages, quote details, site notes, equipment information or supplier details.

We aim to provide a response within 10 business days. If the matter is complex or requires third-party information, we may need more time and will let you know where possible.

5. Possible outcomes

Depending on the issue and applicable law, possible outcomes may include clarification, updated instructions, further troubleshooting, a site review, repair, replacement, refund, cancellation or another reasonable remedy.

Nothing on this page limits any consumer guarantee or remedy that may apply under the Australian Consumer Law.

6. If the issue is not resolved

If a complaint cannot be resolved directly, you may be able to seek guidance from a relevant consumer protection body.

Consumer Protection Western Australia can provide information about consumer complaints in WA.
ACCC consumer guidance explains general steps when there is a problem with a product or service.
For legal advice about your specific position, consider contacting a qualified legal adviser or community legal service.

7. Contact details

Semper Primus
Level 8, 140 St Georges Terrace, Perth WA 6000, Australia
Email: [email protected]
Phone: +61 8 6245 1287