FREQUENTLY ASKED QUESTIONS

What are your business hours?

We operate a full 24 hour a day service, 7 days a week, including public holidays. Our phones are manned 24/7 also and now when you contact Citywide Investigations you will not have to talk to a secretary or someone else from an office that has no field experience; you talk directly to a highly trained private investigator that will be able to immediately assist you with your inquiry.

Do we have to meet face to face?

No, it is not essential to meet face to face as some clients feel extremely anxious and even embarrassed by the entire situation and prefer to keep the process less personal. In this case we have our initial consultation over the phone and any documents which need to be signed and returned can either be emailed or faxed and any retainer fee required can be deposited into our account. If you prefer to meet face to face that is fine also and we can meet at a place that you’re comfortable with, away from a stuffy office boardroom where 95% of people feel uncomfortable in discussing their matter. Our way we will buy you a coffee to help you relax and ensure you feel as comfortable with us as we do with you.

Is all of my information confidential?

Yes. Citywide Investigations has not only a privacy policy but have confidentiality agreements which all staff must sign before ever working within the company. We are also bound by the Client Service Agreement which we both sign before the file begins.

What is a Client Service Agreement?

A Client Service Agreement is basically a set of terms and conditions which states ALL of Citywide Investigations’ fees and details of how payments should be made. There are numerous other sections which relate to the client being upfront and honest with Citywide Investigations in relation to the investigation and any known intervention orders between yourself and the Subject of our investigation. There is also room for you to fill out exactly what you are after from the investigation, which ultimately provides protection to both Citywide Investigations and its client.

How much will it cost?

This is the most common question asked and there is no simple answer as every investigation is different. However, in saying this if you contact Citywide Investigations and inform us of your situation we will provide you the most accurate quotation possible. At Citywide Investigations we charge for our professional services on an hourly basis with an initial 4 hour minimum period. There will also be some travel and kilometres charged on top of the investigation rate, but this includes a copy of a DVD with any video evidence obtained, a photo schedule and a fully detailed surveillance log with every detail of the investigation. Get your no obligation quote now.

How do I pay the 50% retainer?

The retainer amount can be paid numerous easy ways. You can make a deposit into Citywide Investigations bank account in person or via a telephone or internet transaction, by using a credit card or your PayPal account direct from our Payments page.

NOTE: If paying via credit card you do not have to be a member of PayPal, the payment is made via the same payment portal.

What happens if you lose contact with the subject – do I still have to pay?

Unfortunately a licensed investigator has no special powers to bend or breach any State or Federal law and all road rules and regulations. This means that from time to time contact may be lost with the Subject due to unpredictable heavy traffic or weather conditions. But at Citywide Investigations our experience is your peace of mind. We have conducted thousands of individual investigations and it is a rarity for us to lose a Subject, but it can occur and it must be mentioned.

Can more than one Agent be contracted?

Yes, and in most cases we would love to utilise two operatives as this really does give a much greater chance of a successful file, without the fears of losing contact with the Subject or being caught following the Subject. We know, however, that everyone is restricted by a budget, but if you contact us we will get everything done for you that we can within your budget.

Will they know that you are watching them?

There is a very slight chance that the Subject may become aware that they are under surveillance, however this usually only occurs in Subjects that have been under surveillance before by less quality investigations companies, or if the person has had a workers compensation claim and is aware of the basics of surveillance. Again, this is where our experience comes in and if we believe a Subject under surveillance is even slightly aware that we are following them then surveillance is ceased immediately. If you believe your husband, wife or partner may be surveillance aware let us know at the beginning of the case and we may need to utilise more than one operative.

What areas do you cover?

Citywide Investigations covers the entire state of Victoria and is in the early stages of expanding into other states once the relevant State licences have been received.

Can you obtain bank records, tax returns, medical history or criminal records?

No. This would be a breach of the Privacy Laws and at Citywide Investigations all of our information obtained is via legal means only.

If I give you a vehicle registration can you tell me who owns the vehicle?

No. This would be a breach of the Privacy Laws and at Citywide Investigations all of our information obtained is via legal means only. We would be more than willing to pass on the details to the relevant authorities, of any shonky investigator or business who offers to obtain details for you illegally.

Can you put GPS trackers on someone’s vehicle?

No. This is something that is a very grey area of the current legislation at present and something Citywide Investigations does not offer, however we do offer the best surveillance services in Victoria.

Why is Citywide Investigations allowed to use them on their vehicles?

We utilise the use of GPS tracking devices on the surveillance vehicle whilst any investigation is being undertaken and of course the Agent is informed of this fact and thus causes no issue with a breach of law.

Is there any benefit to me by the GPS device being fitted to the surveillance vehicle?

Yes. The first reason for their use is management always knows the precise location of an Agent and this gives you piece of mind that we are indeed out of the job as we should be.

The second reason is the OH&S of the Agent who is sitting inside the surveillance vehicle sometimes in unsavoury areas or well known trouble spots. In case of incident or for a medical emergency, the device used on the surveillance vehicle has an emergency button which immediately telephones the duty manager and the managing director within seconds. This sends an sms text message to both managers’ mobile telephones every 30 seconds until they both respond with a passcode. This ensures that Citywide Investigations’ are always aware of any incident so appropriate action can be taken without delay.

Can Citywide Investigations install spy software on my mobile telephone or computer?

No, Citywide Investigations definitely does not install software on another person’s phone or computer without their consent as by doing so we would be in breach of numerous State and Federal Laws. However, it is not illegal to sell such items in Australia at this time. If you visit our Products Page you will find a good selection of products which you can purchase and install on your own mobile phone or computer which can assist you if your device was ever lost or stolen.

Can you testify in court?

Yes, we have extensive experience in giving evidence in court and providing high quality reports for use in courts or for use with Government agencies.

What information do you give me at the end of the job?

At the conclusion of the file and after any final balance has been paid you will receive detailed surveillance logs with the Subject’s movements and activities, a DVD copy of any video evidence obtained during the file and photographic schedule. This is all covered in Citywide Investigations’ fee structure. A comprehensive surveillance report can also be made available at an extra fee (only if required).

What information do I need to supply before we start?

The more information you supply us with the better. We do need a full name, address and vehicle make, model, colour and registration details. A current colour photograph would be preferred, however, if one is not available a detailed description should be enough in most cases.