Cartrack Dashcam Failed When Needed & No Follow-Up on Complaint

I have Cartrack dashcams installed in two of my business vehicles specifically for security and incident evidence. Recently one of my staff members was involved in an accident and when I urgently needed the dashcam footage, I was unable to access or download any recordings.

This was the first time I actually needed to retrieve footage, and the system failed completely. Despite trying multiple times, there was simply no footage available to download, which defeats the entire purpose of installing dashcams in the first place.

I contacted Cartrack support and the experience was extremely frustrating. I was transferred between different departments without receiving any real assistance or solution.

A technician did come out on Saturday, 1 March 2026, and replaced the unit. However, this still leaves the main issue unresolved — the footage from the accident that I urgently needed is still unavailable. Replacing the unit does not address the fact that critical evidence was not accessible when it was required.

I then logged a complaint and received a response stating that the matter would be investigated and clarified. However, to date I have received absolutely no follow-up — no phone call, no email, and no explanation.

What makes this even more disappointing is that since lodging the complaint, the only calls I have received from Cartrack have been sales calls. I was contacted twice about taking out a warranty on the units and again yesterday with an offer for insurance products. During that call I explained that I have been with King Price for 14 years and have no intention of changing insurers.

Another extremely concerning point is something stated in Cartrack’s own terms and conditions — that customers are expected to regularly call in to check whether the devices are working correctly. This is shocking. As a customer paying monthly for a monitoring and tracking service, it should not be my responsibility to continually call and verify whether the system is functioning.

To make matters even more unreasonable, when you do call in they can only test two units at a time. As a business with six vehicles fitted with Cartrack units, this means I would have to phone in three separate times just to confirm that all my devices are working. This is completely impractical and defeats the purpose of having a professional tracking and monitoring service.

As a business owner, I rely on this technology to protect my company, my vehicles, and my staff. Not being able to access critical accident footage — and receiving no proper support afterwards — is unacceptable.

I urgently request that Cartrack investigate this matter properly, explain why the footage was unavailable, and provide assurance that the system will function as promised when it is actually needed.