How to reach us
If there is something about our products or services that you are not happy with, we will work with you to resolve your concerns quickly through a number of different communication channels.
You may contact our Help Desk at https://help.li.me/hc/en-us/requests/new to submit an online web form or you may email us at firstname.lastname@example.org.
What to expect (response times)
When contacting Lime with a complaint, you can expect to receive acknowledgement of your concerns 24-48 hours.
Lime will advise you about the complaints process, the expected timeframe for its actions, and your likely involvement in the process. Lime is committed to communicating openly with its customers to ensure they receive regular updates on the progress of a complaint.
If at any time you would like feedback on the status of your complaint, get in touch with us (see above).
Our investigation and review
Part of the complaint handling process includes reviewing a number of key components and liaising with internal stakeholders. Lime will endeavour to review the matter thoroughly.
Upon completing an investigation, Lime will contact you to advise of the outcome of your complaint. Lime will provide you will the following details of the investigation:
- the reasons for any decisions that have been made;
- any remedy or resolutions that are available to you; and
- any options for further review that may be available to you.
Once an outcome has been communicated to you, you may elect to receive the details of the outcome in writing. Lime will retain records of your complaint and the process undertaken to manage your complaint.
Further review of your complaint
If you are not happy with the outcome of your complaint, you may seek the following internal and external review opportunities:
Lime (internal): You are entitled to have your complaint escalated to a Manager for further review and outcomes can be placed in writing from a Senior Manager where requested and appropriate.
State Level (external):
- ACT: Access Canberra
- NSW: NSW Fair Trading
- NT: Office of Consumer Affairs
- QLD: Office of Fair Trading
- SA: Consumer and Business Services
- TAS: Consumer Affairs and Fair Trading
- VIC: Consumer Affairs Victoria
- WA: Department of Commerce - Consumer Protection
Federal Level (external): Australian Competition and Consumer Commission