We will always aim to resolve your complaint as soon as we receive it. However, sometimes the complaint needs to be investigated in details. We will ensure to provide an update and/or resolution within 21 days of when the complaint was lodged in writing. If for any reason the investigation needs more time, then we will make sure that we communicate that need and resolve the complaint within 45 days of the initial lodgement.

Complaints will be handled by the post installationteam here at Lifetime Renewable Energy Pty Ltd trading as LR Energy. They will communicate with our installers if necessary and will come back to you with a resolution. If you are not happy with the resolution from the post installation team, we will redirect the complaint to management / manufacturer who will review and determine whether a further investigation or resolution is required.

Lifetime Renewable Energy requires following information

• Your name and contact details
• Quote number / Reference / Application number (If available)
• The name of the person(s) you have been dealing with
• Type of the complaint – please include as much information as you can
• Details of any steps you have already taken to resolve the complaint
• Details of any conversations you’ve had with relevant people in regards to the complaint
• Remedy requested
• Copies of any evidence that supports your complaint
  
  

We will endeavour to address your complaint promptly and every reasonable effort will be made to advise the complainant as soon as possible of the receipt of their complaint however as a rough guide, the length of time before the problem is addressed can depend on the nature of the issue and the time frames of relevant third parties. We will keep you informed and updated with the progress of your application adhering to Australian Standard on Complaints Handling AS ISO 10002-2006.

The remedies and solutions offered are subject to the Terms & Conditions and Warranties which apply to the products and services that you purchased from us. These include applicable consumer guarantees and our obligations under the Australian Consumer Law or Consumer legislation in place at the time you purchased your products and services.

In the case that you would like to escalate the complaint outside of Lifetime Renewable Energy we have listed The Clean Energy Council’s contact details below.

It is highly recommended you submit your complaint in writing. Please refer to our terms and conditions for more information or contact one of our friendly staff.