At Rookwood General Cemetery, we strive to deliver high-quality services that meet the diverse needs of our families and stakeholders. The services we provide are sensitive so we are committed to making clients’ interactions with us as easy and stress-free as possible.
Client feedback is an essential part of our service delivery process, as it helps us to understand the needs of the families and communities that we work with. Accordingly, we encourage you to provide compliments or complaints.
If we receive a complaint that highlights a problem within our business, we will use this feedback to evaluate and improve our systems and processes.
Fair and Reasonable Treatment
Client satisfaction is at the core of everything we do. All feedback will be reviewed in a timely manner, with courtesy, consideration, and respect.
For privacy reasons, we will manage all complaints in accordance with the Privacy Act 1988. This means confidentiality and transparency will be maintained at all times.
How to provide Feedback
You may provide feedback in person by visiting us onsite, or through one of the following contact points:
Phone: 02 8575 8100
Post: PO Box 291, Lidcombe NSW 1825 Australia
Alternatively, contact us by completing the form below.
Responding to Feedback
When we receive complaints we are committed to finding a resolution within ten (10) business days. Where complex issues need to be addressed, resolution may take longer; however, you will be informed of any extended timeframes.
When the feedback that you provide is classified as a complaint, a reference number will be provided. This number will enable us to track the complaint and associated resolution process.
Resolution through the Client Services Advisor
Your complaint will be directed to a Client Services Advisor who will review and document the grievance. Where possible the Client Services Advisor will resolve the matter at the first point of contact. If further information is required to reach a resolution, the complaint will be escalated to the appropriate staff member.
Resolution through the Client Services Manager
If your complaint cannot be resolved by the Client Services Advisor or if you are not satisfied by the way in which the Client Services Advisor is managing the resolution process, the matter will be escalated to the Client Services Manager.
The role of the Client Services Manager is to:
- Discuss the complaint with relevant member(s) of the executive team
- Provide assistance and training to staff in regard to the complaints handling process
- Provide written confirmation of the complaint resolution
Resolution through an External Party
If you are dissatisfied with the way we manage a complaint, you are entitled to pursue an external complaint management process. Please be aware that those conducting the external review will have their own response timelines.