Product Limitations and Disclaimers
Product Limitations and Disclaimers
Last updated: 23 March 2026
1. General Statement
No security, automation, or surveillance system can provide absolute protection or guarantee the prevention of loss, damage, injury, theft, intrusion, or other events.
The following limitations and disclaimers apply to all products and services supplied, configured, installed, or supported by CustomLink, including alarm systems, surveillance cameras, thermal cameras, automation systems, and access control systems.
These systems are intended to reduce risk, improve visibility, and support response, but they should not be relied upon as the sole protective measure.
2. Alarm and Security Systems
While alarm systems supplied or configured by CustomLink may be advanced and reliable, they do not guarantee protection against burglary, fire, intrusion, or emergency events.
Limitations may arise from:
- Incorrect Installation, Sensor Placement, Or Configuration
- Limited Detection Range Or Sensor Blind Spots
- Battery Performance Or Wireless Signal Interference
- Power Outage, Network Disruption, Or Component Failure
- Inadequate Maintenance, Servicing, Or User Operation
Alarm systems should be treated as risk-reduction tools only and not as a substitute for insurance, certified fire protection systems, or other appropriate safeguards.
Regular maintenance, testing, and firmware updates are strongly recommended.
3. Standard Surveillance Cameras
Standard surveillance cameras are intended for visual monitoring, evidence recording, and incident review.
They may help deter and investigate unauthorised activity, but they do not guarantee prevention of theft, vandalism, intrusion, or other events.
Image quality and system performance depend on factors including:
- Correct Installation
- Camera Placement And Field Of View
- Lighting Conditions
- Lens Selection
- Environmental Conditions
- Ongoing Maintenance
Blind spots, obstructions, poor lighting, weather, reflections, dirt, or incorrect setup may reduce the usefulness of recorded footage.
Surveillance cameras should be used as part of a broader security strategy that may also include alarms, access control, lighting, physical barriers, and operational procedures.
4. Facial Recognition and Biometric Analytics
Facial-recognition systems may assist authorised users by comparing detected facial images with an approved watchlist or by helping locate relevant footage.
Facial-recognition results are probabilistic and may be affected by:
- image quality;
- camera angle and positioning;
- lighting conditions;
- facial coverings;
- changes in appearance;
- movement;
- source-image quality;
- system configuration; and
- environmental conditions.
A potential match is an alert only and must not be treated as conclusive proof of identity, wrongdoing or involvement in an incident.
Human review and confirmation are required before any decision or action is taken.
Facial-recognition systems do not guarantee:
- correct identification;
- detection of every person;
- prevention of theft or other incidents;
- absence of false matches;
- successful prosecution; or
- compliance with privacy or surveillance laws in every customer application.
The customer is responsible for determining whether the proposed use is lawful and appropriate, including:
- providing appropriate signage and privacy notices;
- setting and reviewing retention periods;
- restricting access;
- approving watchlist entries;
- reviewing and removing watchlist records;
- training staff;
- managing exports and disclosures; and
- responding appropriately to alerts.
CustomLink does not provide legal advice and does not warrant that a particular customer use of facial recognition will comply with all applicable laws.
Facial recognition should be used only as one part of a broader security and operating procedure.
For further information about customer responsibilities, data handling, retention, authorised access and watchlist management, refer to our Security Systems & Biometric Privacy page.
For a plain-English overview of facial-recognition systems, planning requirements and available templates, refer to our Facial Recognition Information page.
5. Thermal Cameras
Thermal cameras assist in the early detection of abnormal heat, temperature variation, or potential fire risk.
However, users must understand that thermal cameras:
- Do Not Replace Certified Fire Alarm, Smoke Detection, Or Suppression Systems
- Cannot Automatically Detect Or Extinguish All Fires
- May Be Less Effective In Certain Conditions Such As Dense Smoke, Reflective Surfaces, Extreme Heat, Or Rapidly Spreading Flames
- Require Regular Calibration, Cleaning, And Maintenance For Accuracy
- Are Not Medical Devices And Must Not Be Used For Health Screening, Diagnosis, Or Temperature Monitoring Of People
Thermal cameras should always be used together with approved fire detection and prevention systems as part of a broader safety plan.
6. Automation Systems
Automation systems are designed to improve convenience, control, and integration across connected devices such as lighting, intercoms, gates, blinds, alarms, and other equipment.
They are not safety systems and should not replace supervision, physical safeguards, or certified protection devices.
Performance depends on:
- Correct Configuration
- Stable Power Supply
- Network Reliability
- Device Compatibility
- Proper Integration With Other Components
Automated actions should always be tested after setup and reviewed whenever site conditions, devices, or user requirements change.
7. Access Control Systems
Access control systems regulate entry to premises or restricted areas through devices such as keypads, RFID cards, fobs, biometric readers, intercom release functions, or magnetic locks.
While they improve access management, they cannot guarantee total protection against unauthorised entry, tailgating, forced entry, or tampering.
Limitations may arise from:
- Lost, Stolen, Or Shared Credentials
- Power Or Network Failure
- Hardware Tampering Or Forced Entry
- Outdated Or Unmaintained Firmware Or Software
- Incorrect Installation Or Inadequate Site Design
Access control systems should be maintained and reviewed regularly and used as part of a broader security strategy that may include alarms, surveillance, and physical barriers.
8. Limitation of Liability
To the maximum extent permitted by law:
- CustomLink’s total liability for any claim, whether in contract, tort, or otherwise, is limited to the amount paid for the relevant product or service
- CustomLink is not liable for indirect, consequential, or incidental loss, including loss of data, business interruption, missed recordings, loss of profits, or other consequential damage
- Nothing in this disclaimer excludes or limits your statutory rights under the Australian Consumer Law (ACL)
9. Customer Responsibility
It is the customer’s responsibility to:
- Ensure Correct Installation, Operation, And Maintenance Of All Products
- Regularly Review And Update System Settings, User Access, And Security Credentials
- Maintain Appropriate Backup Protection Measures Such As Insurance, Certified Fire Detection, And Physical Safeguards
- Arrange Qualified Installation And Compliance Where Required
- Test The System Regularly To Confirm Ongoing Performance