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Complaints and customer resolution
ADT Security is committed to providing you with the best possible experience in our offerings and services. Please let us know when we dont get things right or if you are in need of any support.
Phone: 131 005
Email: adtcomplaints.au@tycoint.com
Additional Information
How long will i have to wait for a response?
In most circumstances, your complaint will be acknowledged within 3 business days and can usually be resolved within 10 business days. You will be provided with a reference number to follow up if needed. Our team will contact you if they require additional information or if they have reached a decision. When responding to your complaint, you will be informed of the progress and the timeframe for responding to your complaint.
How do we handle complaints?
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 the appropriate business function or the 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, we will notify you of this. If your complaint is unresolved after going through the process, the Customer Relations team will take ownership of your complaint and will work with you and the business to reach a fair resolution.
What accessibility options are available to me when making a complaint?
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.