- To continually improve LG’s standard of customer service.
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- An aim that all complaints are resolved in a positive and expedient manner
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| and all complaints are treated fairly. |
- You can expect to be kept informed of proposed actions, expected
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| timeframes and the progress of the resolution of the complaint. |
- If LG requires time to investigate your complaint, we will contact you as
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| soon as information becomes available, usually within five working days. |
- LG acknowledges that a complaint received gives LG the opportunity to
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| maintain confidence in its product or services. |
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| 2. Procedures |
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- If our products or services have not met your expectations or if you have a
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| concern with LG, we would like you to tell us. You can email us using the |
| “contact us” tab on this website, or you can telephone |
| LG’s Customer Service Line on 1800 643 156. |
- If you prefer to put your complaint in writing, LG will respond to your letter
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by telephone or letter. |
- When calling LG’s Customer Service Line, the LG customer information
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| officer receiving your call will provide his or her name. |
- It is LG’s policy that LG customer information officers attempt to resolve
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| your issue at the first point of contact. |
- Where your issue cannot be resolved by an LG customer information officer, it
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| will be escalated to a more appropriate person (a team leader or manager) |
| to ensure that your issue is resolved to your satisfaction. The team leader |
| or manager will review your matter and the resolutions offered and will discuss |
| this with you. |
- Where issues are complex, some additional time may be required before
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| the issue is resolved to allow LG to conduct proper inquiries into your |
| matter, including discussions with other relevant parties. Where this occurs, |
| LG will keep you informed as to the progress of your issue. |
- If your complaint is not resolved to your reasonable satisfaction by LG, you
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| may refer to the Office of Fair Trading in your State or Territory. |
