Complaints Handling

The experience of our client families is very important to us and we are keen to resolve any issues you may have as promptly as possible.

 

Resolving Your Issues

As required by the Funeral Act 2006 (Vic), Nelson Bros Funeral Services has a complaints handling procedure.

Whilst it is hoped that any concerns can be addressed by the Funeral Consultant assisting you with the funeral arrangements, if this is not possible, the following procedures should be followed.

 

How To Convey Your Issues

If you have any concerns with the level of service and care we have provided, you may convey them to our General Manager via any of the following means:

 

In person:

By appointment at a mutually convenient time and place;

By telephone:

By phoning (03) 8398 4333 during normal business hours;

In writing:

By outlining your concerns in a letter, email, fax or via our website. To ensure a prompt response, please include your contact details.

 

Contact Details:

General Manager
Nelson Bros Funeral Services
214 Lorimer Street
Port Melbourne VIC 3207
Phone: (03) 8398 4333
Fax: (03) 8398 4334
Email: nelsonbros@nelsonbros.com.au

 

Acknowledgement & Investigation

Your communication 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.

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