Complaints Procedure

As required by the Funeral Act 2006 (Vic), Tobin Brothers 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) 9328 3999 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
Tobin Brothers Funerals 
PO Box 251
North Melbourne, 3051
Phone: (03) 9328 3999
Fax: (03) 9329 8553
Email: info@tobinbrothers.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 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.

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 the Chief Executive Office of the Australian Funeral Directors Association on (03) 9859 9966.

Client Feedback after the funeral, we send our client families a short survey on the aspects of our service, and closely review the feedback we receive to improve the level of service and care we provide.

James Macleod
Managing Director
1 December 2014