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 handling 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
Melbourne Cremation & Burial Service
368 Johnston Street
Abbotsford VIC 3067
Our representative will contact you within 48 hours to confirm receipt of your complaint and inform you that it is under investigation. A formal response will be provided within 14 days, and we will make every effort to resolve any issues you may have. If you are not satisfied with the outcome and a mutual resolution cannot be reached, we will engage with the National Funeral Directors Association (NFDA) to facilitate mediation and assist in reaching a fair resolution.
For further information or general enquiries, please contact us on (03) 9419 0004 and ask to speak with the Managing Director.