Complaints procedure

If something isn't right with your system, how we've dealt with you, or how we've handled a complaint, tell us. Complaints are free to make, and you can have someone make one for you.

How to complain

• Phone 0402 721 816
• Email noonanjack2@gmail.com
• In writing Litmec Electrical, 6 Garnsworthy Place, Newport VIC 3015

What we do

1. Record it the day it arrives: your details, the site, the system, what went wrong and what you'd like done.
2. Acknowledge it within 2 business days, telling you who is handling it and when you'll hear from us next.
3. Investigate, which may include a site visit, monitoring data, and input from the installer and manufacturer.
4. Respond in writing within 15 business days with what we found, how we'll fix it and when. If we can't give you a final answer by then, we'll tell you before the 15 days are up, with a progress update and the date to expect it.
5. Give you a final response within 25 business days of receiving your complaint, unless you agree to more time. It will tell you where to go if you're not satisfied.
6. Fix it at no cost where it's covered by warranty or Australian Consumer Law, including parts, labour, call-outs and freight.
7. Close it only once you agree it's resolved, or after a final written response.

If it isn't resolved

You can take your complaint to any of these. Our final response will include their details.

• New Energy Tech Consumer Code Administrator (once we're an Approved Seller)
• Consumer Affairs Victoria
• Energy Safe Victoria, for electrical safety
• Solar Victoria, for systems installed with a Solar Victoria rebate or loan
• Victorian Civil and Administrative Tribunal (VCAT), for consumer and trader disputes
• Australian Competition and Consumer Commission
• Energy and Water Ombudsman Victoria, for problems with your electricity retailer or network, such as meters or tariffs

Records

We keep every complaint and its outcome for at least 7 years and review them each quarter to find and fix patterns.