As Required by the Funeral Act 2006 (Vic), Oakdale Funerals has a complaints handling procedure.
Whilst it is hoped that any concerns can be addressed by the Funeral Arranger 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 one of our Managing Directors via any of the following means.
By appointment at a mutually convenient time and place.
By phoning (03) 9726 8724 during normal business hours.
By outlining your concerns in a letter or email. To ensure a prompt response, please include your contact details.
Acknowledgement and Investigation
Your complaint will be 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 and Communication
We will provide you with a response to the complaint as soon 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 Consumer Affairs Victoria at www.consumer.vic.gov.au or by telephoning 1300 558 181.