Complaints & Feedback

Our Commitment to You

Victorian Funeral Aid is committed to providing a high standard of care to every family we serve — whether traditional burial, Islamic burial, or cremation. We recognise that sometimes things don't go as expected, and we believe in resolving concerns quickly, fairly, and respectfully.

All complaints are handled with the same care and confidentiality we bring to our services.

How to Make a Complaint

Step 1 — Contact Us Directly

In most cases the fastest resolution comes from speaking with us directly. We encourage you to reach out first:

• Phone: (03) 9705 0959 — available 24/7
• Email: complaints@victorianfuneralaid.com.au
• Post: Victorian Funeral Aid, Melbourne VIC

Step 2 — What to Include

To help us investigate and resolve your complaint as quickly as possible, please provide:

• Your full name and contact details
• The name of the deceased
• The date of service
• The type of service (traditional burial, Islamic burial, or cremation)
• A clear description of your concern
• What outcome you are seeking

Step 3 — Our Response Process

Once we receive your complaint:

1. We will acknowledge receipt within 2 business days
2. We will investigate the matter thoroughly and fairly
3. We will provide a written response within 10 business days
4. If more time is needed, we will keep you informed of the progress

If You Are Not Satisfied

If you are not satisfied with our response, you have the right to escalate your complaint to an external body:

Consumer Affairs Victoria

Consumer Affairs Victoria regulates the funeral industry in Victoria under the Funerals Industry Act 2006.

• Website: consumer.vic.gov.au
• Phone: 1300 558 181

Australian Funeral Directors Association (AFDA)

• Website: afda.org.au

Feedback & Compliments

We also welcome positive feedback. If a member of our team went above and beyond for your family, we'd love to hear about it. You can share your experience by calling us or leaving a Google review.