Complaints handling procedure

Whilst it is hoped that any concerns can be addressed by the Consultant assisting you with the funeral or cemetery 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 me as the General Manager of Millingtons via any of the following means:

• In person:
  By appointment at a mutually convenient time and place;
• By telephone:
  By phoning (03) 6211 4888 or (03) 6278 1244 during 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

General Manager
Millingtons
25 McIntyre Street
Mornington TAS 7018

Phone: (03) 62114888 or (03) 781244
Fax: (03) 62451010
Email:hcm@millingtons.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 (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.

Scott Cranfield
General Manager