What this policy covers
This policy applies to warranty enquiries for CCTV, security camera, alarm, intercom, access-control and related installation work supplied by us. It should be read with the written quote, invoice, equipment documentation and our Terms & Conditions.
If a document for your specific job gives a different warranty period or inclusion, that document should be checked first. Nothing in this policy limits a consumer guarantee or remedy that cannot legally be excluded under the Australian Consumer Law.
Workmanship warranty
Unless your written quote says otherwise, our standard installation service includes a 12-month workmanship warranty from the completion date. It covers a fault caused by our installation work, including relevant cabling, connections, mounting or configuration performed by our technicians.
For a covered workmanship fault, we will assess the issue and, where the fault is confirmed, arrange reasonable repair or re-supply of the affected service. Labour and diagnosis for a covered fault are included, subject to reasonable access to the site.
Equipment warranty
Cameras, recorders, hard drives, monitors, network equipment and other products are covered by the applicable manufacturer or distributor warranty, not automatically by the workmanship warranty. The period and remedy can vary by brand, model and product condition.
We can help identify the equipment, troubleshoot the issue and assist with a manufacturer claim where the product and job information allow. A manufacturer may repair, replace or otherwise resolve a product fault under its own terms.
What is not normally covered
- Accidental damage, vandalism, theft, impact, storm, lightning, flood, fire or power-surge damage
- Misuse, neglect, unauthorised changes, attempted repairs or configuration by another person
- Problems caused by your electricity supply, router, internet service, Wi-Fi coverage, cloud account or mobile device
- Consumables, batteries, normal wear and tear, cosmetic changes or cleaning
- Damage or faults caused by renovations, demolition, landscaping or other changes after installation
- A change in requirements where the original installation is operating as quoted
How to make a warranty request
Call 02 40 033 972 or email support@aussiecctvcams.com with your name, installation address, invoice or job reference if available, the affected equipment and a clear description of the problem. Photos or a screenshot of an error can help us triage the issue.
Do not open sealed equipment or attempt electrical repairs. We may ask you to perform safe basic checks, export important footage or make the site accessible for diagnosis.
Assessment and access
We may need to inspect the system before deciding whether an issue is a workmanship fault, an equipment fault, a covered consumer guarantee issue or a chargeable support visit. If the issue is outside warranty, we will explain the likely charge before proceeding with additional work.
Warranty access requires a safe working environment and reasonable access to the relevant equipment. We are not responsible for reinstating unrelated building finishes, paint, landscaping or other works not included in the original scope.
Australian Consumer Law
Our goods and services come with consumer guarantees under the Australian Consumer Law. Those guarantees may give you rights to a remedy where goods or services do not meet the required standards, including acceptable quality, due care and skill or fitness for a disclosed purpose.
This policy provides additional practical warranty information and does not replace or restrict rights that cannot legally be excluded. If you are unsure about your rights, seek independent legal or consumer advice.
Response timing
We aim to acknowledge warranty enquiries within two business days. A technician appointment, parts availability and resolution time depend on the fault, location, access, manufacturer response and the urgency of the situation. This warranty is not a monitored emergency response service.