COMPLAINT RESOLUTION

As required by the Funeral Act 2006 (Vic), Whitehaven Funerals has a complaints handling procedure.

Whilst it is hoped that any concerns can be addressed by the Funeral Planner 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 our Managing Director via any of the following means:

IN PERSON

By appointment at a mutually convenient time and place.

BY TELEPHONE

By phoning (03) 8538 1510 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.

CONTACT DETAILS

Managing Director
Whitehaven Funerals
77 Korong Road
Heidelberg West, 3081
Phone: (03) 8538 1510
Fax: (03) 8080 6611
Email: help@whitehavenfunerals.com.au

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 the availability of 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 & 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.

RESOLUTION

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 Consumer Affairs Victoria on 1300 558 181 or visit consumer.vic.gov.au.