Our team always appreciates feedback in regard to the service we provide to ensure that our funerals meet expectations and continue to be of quality. Informal feedback is welcomed by our staff, and can be provided in person, by phone, email or in writing.
Complaints Procedure
We make all efforts to ensure that families and friends feel comfortable to approach our staff to raise any concerns that they may have when arranging a funeral.
We understand that at times this may not be possible. In accordance with Sections 49 – 52 of the Victorian State Government ‘Funerals Act 2006’, we have a process for handling complaints.
Making a complaint
If you would like to register a specific complaint or concern regarding our service, it ideally should be submitted in writing and include; your name, address and telephone number and specific details in relation to the complaint (eg. date the service was held).
In circumstances where communication in writing is not possible, please phone us during business hours and advise that the purpose of the call is to ‘discuss a complaint’.
Contact Details for Feedback and Complaints
Managing Director
Managing Director – CONFIDENTIAL
Australian Pensioner Funerals
368 Johnston Street
Abbotsford VIC 3067
OR
Phone
Request to speak directly with the Managing Director
When a complaint has been made in writing, we will contact you within 14 days of receiving the complaint to acknowledge that it has been received.
Depending on the nature of the complaint, time may be required to investigate and may involve further contact with you to clarify information provided.
Communication
You will receive a written response to the complaint unless a verbal response is considered more appropriate.
If you are satisfied with our response, we will carry out agreed actions.
If you are not satisfied with our response and do not agree on a proposed resolution, we will seek mediation through the Australian National Funeral Director’s Association (NFDA).