Complaints handling procedure
As required by the Funerals Act 2006 (Vic), Tuckers Funeral & Bereavement Service has a complaints handling procedure.
Whilst it is hoped that any concerns can be addressed by the Consultant assisting you with the funeral arrangements, if this is not possible, the following procedures should be followed.
How to make a complaint:
If you have any concerns with the level of service and care we have provided, you may convey them to Mr Mark Osborne, Chief Executive Officer via any of the following means:
- In person: By appointment at a mutually convenient time and place
- By telephone: By calling 03 5221 4788 during normal business hours
- In writing: By outlining your concerns in a letter, email or fax (to ensure a prompt response, please include your contact details).
Mr Mark Osborne, CEO
Tuckers Funeral & Bereavement Service
PO Box 7114
Geelong West Vic 3218
Phone: 03 5221 4788
Fax: 03 5221 5620
Acknowledgement & Investigation
Your complaint will be promptly acknowledged in writing and/or by telephone.
We will generally need some time to investigate the complaint. The amount of time needed will depend on the number and availability of the people involved, and the complexity, seriousness and/or urgency of the complaint. We may need to communicate with you during the investigation process to clarify aspects of the complaint.
Response and Communication
We will provide you with a response to the complaint, as soon as possible after completing an appropriate investigation.
Whilst we will generally respond to you in writing, sometimes a verbal response is more practical and/or appropriate.
If you are satisfied with our response, we will confirm and carry out the understanding reached.
However, if following further communication, we are unable to reach a resolution; you are encouraged to refer your complaint to the Chief Executive Officer of the Australian Funeral Directors Association on (03) 9859 9966.
Tuckers Funeral and Bereavement Service will periodically review complaints to establish if there are any trends or obvious issues that can be addressed to improve customer service.
28 September 2011