AnLe Funerals

Complaints Policy

Complaints Handling Procedure

How to Make a Complaint

At AnLe Funerals, we value the trust families place in us and are committed to providing professional, caring, and transparent service at every stage.
If you experience any concerns or are dissatisfied with any aspect of our service, we encourage you to raise the matter so that we can address it promptly and fairly.

If possible, please first raise your concern directly with the funeral director or team member who assisted you.
If you are not satisfied with the outcome, you can make a formal complaint to our Complaints Officer by contacting:

Telephone (during business hours): 0456 062 877
Email: info@anlefunerals.com.au
Post: Attention – Complaints Officer
AnLe Funerals
3 Hutchinson Street, Burwood East VIC 3151

You may also visit us in person by appointment to lodge your complaint.

Please provide as much detail as possible about your concern, including what outcome you would like to achieve.
If you require assistance in writing or explaining your complaint, please contact us on 0456 062 877 and we will be happy to help.

How We Will Handle Your Complaint

Our Complaints Officer will work with you and the relevant team members to ensure that your concerns are carefully reviewed and addressed in line with our internal complaints process.

All details of your complaint will be treated in strict confidence.
If we need to discuss any part of your complaint with an external party, we will first seek your consent.

We aim to give you a fair opportunity to explain your case.
If needed, we may invite you to meet with us in person to discuss your concerns and work toward a satisfactory resolution.

How Long Will It Take?

We will acknowledge receipt of your complaint within two (2) business days.
The time required to resolve your matter will depend on its nature and complexity, but we will always strive to finalise it as quickly as possible — ideally within five (5) business days.
If it is likely to take longer, we will keep you informed of our progress.

Possible Outcomes

If we determine that your complaint is justified, we will take appropriate action.
This may include one or more of the following:

Rectifying the issue you have raised
Providing additional information or clarification about what occurred
Reviewing and improving our internal procedures or policies to prevent similar issues in the future

Our goal is always to reach an outcome that is fair, transparent, and respectful.

If You Are Still Unhappy

If you remain dissatisfied after we have completed our review, you may refer the matter to Consumer Affairs Victoria, which can provide advice and assistance regarding complaints about funeral providers.