Complaints handling procedure

How to make a complaint

We aim to make it easy for you to bring any problems or complaints to our attention.

If you have a concern, you should first raise it directly with the representative you have been dealing with.

If you are not satisfied with the outcome, you can make a complaint to us by contacting our complaints officer:

  • telephone (during business hours): 1800 644 524
  • email: admin@newhavenfunerals.com.au
  • fax: 07 3807 5353 attention to complaints officer
  • post: 21 Quinns Hill Road West, Stapylton QLD 4207 attention to complaints officer.

You can also lodge a complaint in person at any of our locations during business hours.

Please provide as much detail as possible about your complaint, including the outcome you would like.

If you need help to describe or send your complaint, or if you would like to discuss your concerns informally first, please contact us on 1800 644 524.

How we will handle your complaint

Our complaints officer will work with you and relevant staff to ensure that the issues you raise are fully examined and that your complaint is handled in accordance with our complaints handling process.

We will treat all the details of your complaint in strict confidence. If we need to discuss any issues arising from your complaint with someone outside of the business, we will obtain your consent first.

Please make your initial complaint as clear as possible.

We will always try to give you a fair opportunity to explain your case.

Sometimes we may want to meet you in person to discuss your concerns and try to find a satisfactory solution.

How long will it take?

We will try to resolve your complaint as soon as possible. However, how long this takes will depend on the nature and complexity of the issue you have raised.

We will acknowledge receipt of the complaint. We will give you an estimate of how long it may take us to deal with the matter and try to finalise the matter within ten working days.

What action will we take in response to your complaint?

If we decide that your complaint is justified, we will then decide what action we should take in response.

We will always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.

Some of the things we might do include:

  • take steps to rectify the problem or issue you have raised
  • give you additional information or advice so you can understand what happened or how we have dealt with it
  • take steps to change our policies or procedures if your complaint identifies a problem in the way we are doing things.

What if you’re still unhappy?

Sometimes it is not possible to resolve a complaint to everyone’s satisfaction.

If this is the case with your complaint, you can escalate the matter in the event you feel the matter has not been resolved.

The complaint may be raised with the industry association to which we belong, and they will genuinely attempt to seek a resolution.

We are members of the Australian Funeral Directors Association who have their own complaints handling policy.

In the event you feel the industry association has not been able to resolve the complaint, it may then be raised with the Office of Fair Trading (OFT).

Depending on the nature of the complaint, OFT may refer the complaint to another government department or office.