Complaints

COMPLAINTS HANDLING POLICY

At Lima Electrical & Solar, the satisfaction of our customers is the goal we always want to achieve, and we do our utmost to make this happen.  But sometimes, situations arise where things don’t always go to plan.

 Should you have a complaint or problem, we would like to know as soon as possible so that we can attend to and rectify it quickly.   We will deal with any complaint in a positive and constructive manner and through this process are able to improve our service delivery and better understand our customer’s needs.

 If you would like to lodge a complaint, please do so by one of the following methods:

 1.     Email to info@limaelectricalandsolar.com

2.    Call our administration team on 0434 044 900

3.    Call the mobile number of the team member you have been dealing with

 If lodging your complaint by email, please include the following details:

 1.     Your name and contact details

2.    Date of sale, and cost of the product or service

3.    Details of the product or service

4.     Brief summary of the dispute and the outcome sought

5.     Relevant photographs or documentation

 Lime Electrical & Solar has a comprehensive customer complaint procedure to resolve your issue in a timely and efficient manner and a genuine commitment to retain customer satisfaction.

 Upon receipt of customer complaints we will:

 ·         Listen to your concerns

·         Record details of the complaint

·         Discuss options for fixing the problem

·         Consult other relevant parties

·         Communicate our findings to you within 21 days of receipt of your complaint

·         Advise you of the estimated date to resolve the issue (keeping in mind that the nature of the issue and the time frames of relevant third parties can vary this date significantly)

·         Keep you informed of any delays

·         Implement the required solution within 45 days

·         Analyse findings and report results to you

·         Follow-up 30 days after problem has been resolved

·         Maintain exceptional communication with you at all times

 If we are unable to achieve a satisfactory resolution to your complaint, the following organisations can be contacted:

 Clean Energy Council

Level 15, 222 Exhibition Street

Melbourne VIC 3000

T. 03 9929 4141

 Victoria Consumer Affairs

GPO Box 123

Melbourne 3001

T. 1300 55 81 81

consumer.vic.gov.au