Swifton Group

Complaints and Feedback

If we have got something wrong, we want to know. Raising it costs you nothing.

Last updated: 24 October 2026

If one of our services or staff has got something wrong, we want to know. Complaining costs you nothing, and we will not treat you differently for raising it.

This process covers Swifton Security, Swifton Hospitality, Swifton Vehicle Rental and Swifton Group itself.

How to make a complaint

Email info@swiftongroup.com.au with "Complaint" in the subject line, call 03 7057 3443, or come into the office at Level 5, 12 Clarke Street, Sunshine.

Tell us:

  • Your name and the best way to reach you
  • Which service it is about, and where it happened
  • What happened, and roughly when
  • Who was involved, if you know. For security officers, a name or licence number helps
  • What outcome you are looking for

If English is not your first language, you can bring someone to help you.

What happens next

  1. We acknowledge it within 2 business days, and tell you who is handling it.
  2. We look into it. We check rosters, reports and records, talk to the staff involved, and come back to you if we need more detail.
  3. We respond in writing within 20 business days. If it will take longer, we will tell you why and give you a new date.
  4. We tell you what we found, what we are doing about it, and what to do if you disagree.

If our answer does not settle it, you can ask for a review by a director who was not involved the first time. Ask in writing and we will arrange it.

We keep a record of every complaint and what came of it, so the same thing does not keep happening.

Complaints about a security officer

If your complaint involves a possible offence, or someone's safety, contact Victoria Police first. In an emergency, call 000.

We take complaints about our security officers' conduct seriously and will cooperate with any police or regulator inquiry.

Taking it outside Swifton

You do not have to use our process first, and you do not have to finish it before going elsewhere.

  • Victoria Police Licensing and Regulation Division — regulates private security in Victoria, including the conduct of licensed security officers and businesses. police.vic.gov.au/private-security
  • Consumer Affairs Victoria — for consumer matters, including disputes about services, rentals or charges. consumer.vic.gov.au
  • Office of the Australian Information Commissioner (OAIC) — for complaints about how we handled your personal information. oaic.gov.au
  • Fair Work Ombudsman — for staff with concerns about pay or working conditions. fairwork.gov.au

Feedback that is not a complaint

If something went well, or you have an idea for how we could do better, email info@swiftongroup.com.au. We read all of it.

Swifton Group Pty Ltd
ACN 700 290 884, ABN 74 700 290 884
Level 5, 12 Clarke Street, Sunshine VIC 3020
03 7057 3443
info@swiftongroup.com.au