Complaints Policy

At Direct Farewell, we are committed to providing compassionate, reliable, and professional services. If you are dissatisfied with any part of our service or products, we genuinely want to hear from you. Your feedback allows us to improve and ensures that we address your concerns promptly.

1. How to Make a Complaint

If you wish to lodge a complaint, please contact us as soon as possible so we can work towards resolving the issue quickly.

Email: support@directfarewell.com.au

We aim to resolve most issues on the same business day they are received. If additional time is required, we will keep you updated and inform you when you can expect an outcome.

2. Escalation of Your Complaint

If you feel that your concern has not been addressed properly or you are unhappy with the initial response, please let us know. We will escalate your complaint for a more detailed review.

A formal investigation may take up to 28 days. During this period, we will keep you informed of our progress and provide you with the results once the investigation is complete.

3. Independent Review (Alternative Dispute Resolution)

If you remain dissatisfied after our investigation, you may request that an independent organisation review your complaint and help seek a resolution.

For information on relevant Alternative Dispute Resolution services, please contact us and we will provide the necessary details. These services are free for consumers to use.

4. Complaints About Funeral Directors

If your complaint relates to a specific funeral director instead of Direct Farewell, please contact the funeral director directly. They will have their own complaints handling procedures to assist you.