How to File a Complaint Against a Security Guard in Australia

If a security guard behaves wrongly, you may feel unsafe or ignored. Knowing how to file a complaint gives you control and peace of mind. This guide explains step by step how to report a security guard in Australia, focusing on Melbourne and Victoria while also covering national options.

You will learn who to contact, how to gather and submit evidence, and find ready-to-use templates for your complaint. This blog helps individuals and businesses to understand the process and what to expect when a complaint arises.

Who Can Make a Complaint & When

Anyone who deals with a guard may make a complaint. This includes visitors,  workers,  site staff, and contractors. Here are valid reasons:

1. Guard uses excessive force or restrains without cause.
2. Guard denies access without following rules.
3. Unauthorized searching or detainment.
4. Rude, threatening, or discriminatory behavior.
5. Guard acts unprofessionally or does not follow job description.
6. Guard lacks a proper license but still works.

If you were unsure whether to file a complaint, ask yourself: “Did the guard break a duty or rule?” If the answer is yes, you should proceed with a complaint. If the incident involves violence, threats, or immediate danger, contact Victoria Police immediately by calling Triple Zero (000).

For ongoing or repeated misconduct on your premises, review your contract with the security provider. Let’s see how our corporate security guards maintain proper supervision and compliance checks to prevent such issues.

Step-by-Step Guide to Lodging a Complaint

Step 1: Gather Your Evidence

Collect these before you submit anything:

• Exact date, time, location of the incident.
• Name or badge number of the security guard (if known).
• Witness names and contact details.
• Photos or videos of what happened.
• Entry logs, CCTV times, or shift roster details.
• Any prior emails or chat messages about the incident.
• Any relevant paperwork or access logs.

Step 2: Contact the Security Company

Start by telling the guard’s employer. They should have an in-house review policy. You can point them to your collected evidence and ask for action. This route is often quickest.

Step 3: Go to the Licensing Authority

In Victoria, the licensing authority is the Victoria Police Licensing & Regulation Division (LRD). From 19 June 2025, the rules changed so all private security activities are now licensed.

You can lodge a complaint about the guard’s license or conduct under the Private Security Act 2004. (Armstrong Legal)

Step 4: Submit a Formal Complaint

Use a written form or email. Make it clear and factual:

• Identify who, what, when, where.
• Explain what went wrong.
• Ask what outcome you want (apology, retraining, suspension or license cancellation).
  You can use the sample template below.

Step 5: Follow Up & Keep a Record

After you submit:

• Note your complaint reference number.
• Ask for regular updates.
• If there is no response in expected timeframe (often 7-14 days), send a reminder.
• Keep all correspondence, because you may need it later.

How the Process Works After You File

Once your complaint reaches the authority or company:

• They will review the facts and evidence.
• They may interview the guard or other staff.
• When serious misconduct is shown, disciplinary action, suspension or licence cancellation may follow.
• If you are unhappy with the outcome, you may pursue external review or legal advice.

Where to File a Complaint in Victoria (Melbourne)

Complaint Sample Template

You can copy and paste this into your email or word document:

Subject: Complaint – Security Guard Conduct at [Site Name], [Date]

Dear [Security Company Name / Licensing Authority],

I wish to lodge a formal complaint regarding the conduct of a security guard at [location] on [date/time]. The guard, whose name or badge number is [Name/Badge No], did the following:

[Describe what happened]

Witnesses:[Name(s)]
Videos/Photos: [Yes/No – attach if yes]

I believe the guard’s behavior breaches the expected standard of duty. I request [your desired outcome, e.g., internal review, license check, apology].

Please keep me informed of the outcome referencing complaint number: [leave blank if first submission].

Kind regards,
[Your Name]
[Contact Details]

Comparison table — which route to choose

Why Good Security Guard Service Matters

Choosing the right security company makes a big difference. Our security guard services agency in Melbourne are known for providing licensed, well-trained, and educated staff. They understand their duties, respect clients and visitors, and handle every situation calmly and professionally.

This ensures complete safety and peace of mind while avoiding issues like poor behavior, unprofessional conduct, or lack of responsibility. Every assignment is handled with care, discipline, and clear communication to maintain the highest service standards.

If you need any type of security guard in your area for an event, party, personal protection, or corporate site, you can hire our guards. They are well educated, properly trained, and available at affordable rates.

Common mistakes to avoid when filing a complaint

• Do not rely on memory alone. Get evidence quickly.
• Do not post angry public rants before you report. This can harm your case.
• Do not threaten the guard or witnesses. Keep it factual.
• Avoid giving false statements. This is illegal.

Legal Disclaimer

This blog provides general information only and is not legal advice. If you believe serious legal or personal harm is involved, consider seeking professional legal help.