Complaints Handling Policy

LRS Down Under | Version 1.0 | Effective 2 November 2026

1. Our commitment

We want you to be happy with our service, and we treat every complaint as an opportunity to put things right. Complaints are free to make, handled confidentially, and never held against you.

2. What you can complain about

Anything about our service, including service quality, communication, billing or refunds, our conduct, or expectations that weren’t met.

3. How to make a complaint

Email hello@lrsdownunder.com with the subject “Complaint”, or raise it in your client portal messages. There is no charge and no special form. If you need help making your complaint, tell us and we will assist.

4. What to include

Your name, the service or package concerned, what happened, and what outcome you would like. Include relevant dates or documents if you have them — but don’t worry if you don’t; we will ask if we need more.

5. What happens next

Acknowledgement: within 2 business days, in writing.

Investigation: we review your complaint fairly, which may include checking records and asking you for further information.

Written response: our target is 10 business days from acknowledgement. If the matter is complex and needs longer, we will tell you why and give you a revised date.

6. Resolution options

Depending on what we find, outcomes may include correcting an error, an explanation, an apology, re-performing part of the service at no charge, or a refund where appropriate under our Refund, Cancellation & Postponement Policy and the ACL.

7. If you’re not satisfied with the outcome

Tell us and a fresh review will be carried out. You may also, at any time and without cost to you:

Contact Consumer Protection WA (part of the Department of Energy, Mines, Industry Regulation and Safety) at consumerprotection.wa.gov.au for free advice, conciliation and dispute resolution.

Report a concern to the ACCC (accc.gov.au), which does not resolve individual disputes but acts on systemic issues.

Seek independent legal advice or pursue the matter through the courts, including the Magistrates Court of Western Australia’s minor case procedure for smaller claims.

8. Your consumer rights

Nothing in this policy limits your rights under the Australian Consumer Law.

9. Confidentiality and records

Complaints are handled in confidence under our Privacy Policy. We keep a record of each complaint, how it was handled and its outcome for 5 years, both to resolve your matter properly and to improve our services.