Feedback and complaints
Tell us what we did well, what we could do better, or what went wrong. This page sets out who reads it and how long we take to answer.
You don't have to use a form
Both of these reach the same person. Use whichever is easier.
Phone
Ask to speak about feedback or a complaint.
1300 788 881 9am–5pm weekdays. The number answers 24 hours for anything urgent.You can raise something with any member of our team and they will pass it on. If you would rather not speak to the person who looked after you, say so and we will arrange someone else. You don't have to explain why.
Or write to us here
Everything except your message is optional. There is no wrong way to fill this in.
What you send is held in confidence. If we need to discuss it with anyone outside Candour to sort it out, we ask you first. We handle it the way our privacy policy and privacy collection notice describe.
What happens next
- Within two business days we acknowledge it, by phone or email — whichever you asked for.
- Then we look into it with whoever was involved. If we need to talk to anyone outside Candour, we ask you first.
- Usually within five business days we come back to you with an answer and what we're doing about it. If it's going to take longer, we tell you why and give you a date.
Complaints are received by Sameiko Slota, Co-Founder & Business Operations
- Phone
- 1300 788 881 · 9am–5pm weekdays
- ourteam@candourfunerals.com.au
- In person
- 5 Bennetts Road, Mornington · By appointment only — call or email and we'll find a time that suits you
- By post
- 5 Bennetts Road, Mornington VIC 3931
Raising a complaint doesn't change how we care for your family, and it doesn't cost anything. If our answer isn't good enough, you can take it to Consumer Affairs Victoria on 1300 55 81 81 or at consumer.vic.gov.au — they regulate Victorian funeral providers. You're free to get your own legal advice at any point. Doing either doesn't change how we treat you.
Questions people ask before they write
Can I complain without giving my name?
Yes. Leave the name and contact fields blank, or call and say you'd rather not say. We'll look into it the same way. The only thing we can't do is come back to you with an answer, so if you want one, we need some way to reach you.
Can I complain on someone else's behalf?
Yes. Tell us who you're acting for and how you're connected to them. If we need their consent to discuss their details with you, we'll say so rather than go quiet.
What if it's about a celebrant, florist or cemetery rather than Candour?
Tell us anyway. We chose those people and we'd rather know how they treated you. We'll take it up with them and tell you what came of it. Cemetery trusts are independent bodies, so if a complaint needs to go to one formally, we'll give you their details and help you send it.
Will complaining affect how you look after us?
No. Arrangements already in place continue exactly as agreed, and nothing about a complaint changes what you pay.
What if I only want to say thank you?
Then please do — it reaches the people who looked after you, by name. Choose "a compliment" at the top of the form, or call and tell us.
Would you rather just talk?
Some things are easier said than written, particularly the difficult ones. Call and ask for Sameiko. You don't need to have it worked out before you ring.