A prominent security firm has been ordered to repay customers almost three-quarters of a million dollars after charging customers for security patrols that it did not conduct.
According to the ACCC, Wilson Security — a subsidiary of Wilson Parking Australia — made $740,000 from charging 320 Western Australian customers for internal premise security patrols which were never carried out.
These charges covered a lengthy period between July 2011 and September 2017. In total, it is estimated that around 48,000 patrols were missed.
The ACCC also found that, during the period, Wilson Security “frequently” replaced this missed internal security patrols with external ones, and did so without notifying the customers.
“Wilson Security has admitted that by charging customers for services that were not provided, they engaged in misleading or deceptive conduct and made false or misleading representations,” said ACCC Commissioner Sarah Court said.
“The ACCC was particularly concerned by this conduct because customers were unable to verify whether the services they were paying for were actually being delivered.
“As a result of the ACCC’s investigation, affected customers will receive a full refund of the amounts they paid for internal security patrol services that were not provided by Wilson Security.”
It is not yet clear what, if any, penalties the company will be liable for over and above the refunds.
According to its website, Wilson Security currently has contracts with a number of local and state government agencies to provide security services, over and above those offered to residential and business customers.
Wilson Security has been contacted for comment.
Adam Zuchetti is the editor of My Business, and has steered the publication’s editorial direction since early 2016.