Customer Service & Communications Charter

Mission Statement

To facilitate meaningful ways for families to grieve their loss and celebrate the memories of their loved ones; through providing respectful and affordable funeral, cremation and memorialisation services in a comfortable environment, always striving to exceed the expectations of each family we serve.

Vision

To providing correct and helpful information, options, and guidance with the highest level of competence, courtesy and compassion. It is our goal to help make the time as meaningful as possible to reflect the individual's life. We will be the market leader in the facilitation and creation of meaningful funeral experiences. To provide industry leadership through staff education, development and community focus.

Customer Values

INTEGRITY: conducting all dealings in an open and honest manner and in accordance with the code of conduct. Give as much time and attention to customers’ needs.

TRUST: nurture customers needs and understand that everyone deals with death in different ways.

RESPECT: customer’s religious and cultural beliefs. Respecting the deceased and their wishes in care and presentation.

ACCOUNTABILITY: to be accountable in all dealings with clients by providing prompt attention, taking responsibility for our actions and complete processes within an appropriate timeframe.

HONESTY: is to be gained through openness to customers. All communications are to be clear and concise. Where appropriate all dealings are in writing.

VALUE: Providing affordable products and services that offer value whilst offering a wide range of options to suit customer’s budgets while still providing care & respect.

EDUCATION: Educate community and dispel myths about death and the funeral industry.

Code of Ethics

At all times ensure that our conduct is of a professional standard and in keeping with our profession as funeral director.
At all times try to exceed customer expectations and provide a high standard of services at a reasonable and realistic cost
At all times maintain the privacy and confidentiality of the deceased and family members.
To respect personal choice and to have the greatest respect for the clients religious beliefs and cultural practices.
At all times ensure that deceased persons and family members of the deceased are afforded the utmost decorum.
To provide information concerning the range of services available, the price of these services, and the functions and responsibilities accepted on behalf of our clients
To ensure that all advertising is genuinely informative and in good taste
To be thoroughly conversant with the laws of the land as they apply to funeral services and allied industries and professions.
Take advantage of appropriate occasions to educate and inform the public of the functions of funeral directors according to the guidelines prescribed by the Independent Funeral Directors Association Australia.