We Value Your Feedback
At Tobin Brothers Funerals, we pride ourselves on providing exemplary customer service and attention to detail and we are honoured for you to have trusted us in your time of need.
We value all feedback received whether it is a compliment, suggestion or a complaint as it helps us to give feedback to our team, continually improve our service, and make amends if we’ve let you down.
Leaving a Compliment
There is nothing so encouraging as a well-earned compliment. So if you have received exceptional service from Tobin Brothers Funerals as a whole or a particular member of our team please let us know so that we can pass on the compliment.
If you were happy with the service we provided and would like to share your experience with others, we would greatly appreciate it if you could leave a Google Review.
Making a Suggestion
If you have any suggestions you feel will enable us to improve our services, we would love to hear about it. Please let us know either in person, via phone, email or by using the form below.
Making a Complaint
If you’re ever unhappy about something we’ve done – or perhaps not done – please give us the opportunity to put things right. Whilst your Funeral Planner should be able address any concerns you may have, please follow the procedure below to escalate the matter further. We take complaints very seriously, and we rely on your feedback to improve our processes and systems.
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 the form below.
Feedback Form
Complaints Procedure
What We Need From You
Please be clear, factual, and tell us the outcome you would like. Providing your full name, funeral number if applicable and contact details will help us to get in touch with you and help us to resolve the issue more quickly. Please keep in mind that if you provide feedback anonymously, we won’t be able to respond to you personally.
Acknowledgement and Investigation
Your complaint will be promptly acknowledged in writing and/or by telephone.
We will generally need some time to investigate. The amount of time needed will depend on the number and the availability of the people involved, and the complexity, seriousness and/or urgency of the complaint.
Rest assured, we take complaints very seriously, and will attend to the matter in a reasonable time frame.
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 Funerals Australia (formally Australian Funeral Directors Association) on (03) 9859 9966.
Contact Details:
James MacLeod, Managing Director
Tobin Brothers Funerals
PO Box 251
North Melbourne, 3051
Phone: (03) 9328 3999
