Anonymous feedback and complaints

We accept anonymous complaints and will carry out an investigation of the issues raised where there is enough information provided. Although we cannot respond to anonymous complaints, these complaints can assist us to improve our services.

Our complaints management process

Assessing complaints

We will triage all incoming matters to determine whether they are a complaint or a service request. Service requests will be directed to the relevant operational area for response, whereas complaints will be allocated to a responsible person for an investigation to occur. You will receive an acknowledgement that we have received the complaint within five (5) days from receipt.

Response time for complaints

Where possible and appropriate, we will endeavour to address complaints quickly and informally. For example, it may be possible to resolve a straightforward matter through feedback or providing information within 48 hours. Where this is not possible or the matters are more serious or complex, the complaint will be escalated and an investigation to establish the factual issues and options for complaint resolution will be progressed. We will aim to provide a written response to your complaint within 30 days, regardless of whether the complaint is resolved or still being investigated. Most of the time we will be able to resolve the complaint within a much shorter time frame.

How to request a review

Internal Review

If you are not satisfied with our response to your complaint, you can request a review by contacting the person you have been engaging with and request a review. Your request will be escalated internally for review and response.

External Review

If you remain dissatisfied with the way we have managed a complaint, you are entitled to pursue an external complaint management process. If your complaint relates to consumer law matters, you may contact NSW Fair Trading: www.fairtrading.nsw.gov.au

If your complaint relates to the management of a cemetery, you may contact Cemeteries & Crematoria NSW: www.cemeteries.nsw.gov.au

Innes Gardens Memorial Park is operated under Cemeteries & Crematoria NSW Operator Licence. 

This licence is issued by the Cemeteries Agency, being Cemeteries & Crematoria NSW (‘CCNSW’) under Part 2A of the Cemeteries and Crematoria Regulation 2022 (NSW).

This licence authorises Innes Gardens Memorial Park to operate cemeteries and crematoria.

Innes Gardens Memorial Park must abide by the General Licence Conditions set out by CCNSW.

Cremated Remains

In accordance with NSW Public Health Regulations 2022, we have the right to dispose of cremated remains if these are not collected within a reasonable time and must provide you with a 14 days notice of disposal. We hold Cremated remains for up to 12 months for collection. During this time, we encourage you to contact us to discuss memorialisation options.

Privacy Policy

The personal information is being collected to provide cremation services and any other ancillary service as part of this agreement. Our employees are the recipients of this information and will store it securely in our cemetery records management and financial systems. We will use your personal information for the purpose for which it was collected. The supply of the personal information is required by law to be retained in a Cemetery Operator Register under the Cemeteries and Crematoria Act 2013 (NSW) (CCA). If you are unwilling to provide the personal information IGMP will not be able to provide the service.

IGMP may also be required to supply information to the Regulator, Cemeteries and Crematoria NSW under the CCA. Please contact us via our contact form and details below to access or correct your personal information.

Protections, Disputes and Complaints.

IGMP will follow all relevant laws when we provide you with the services included in this agreement. This includes complying with Australian Consumer Law, Privacy and Personal Information Protection Act 1998 (NSW), Work Health and Safety Act 2011 (NSW), Cemeteries and Crematoria Act 2013 (NSW) and public health laws.

Nothing in the contract changes or limits your legal rights as a consumer. Find out more about these rights at:

cemeteries.nsw.gov.au/complaints-and-enquiries/complaints

IGMP provide a dispute resolution process if there is a disagreement about anything in regarding the cremation process please refer to our complaints and dispute resolution process at www.innesgardens.com.au

To give IGMP your feedback or to complain, please visit www.innesgardens.com.au   Or email info@innesgardens.com.au

If you are not satisfied with how IGMP deals with your complaint, our dispute resolution process shows you who to contact next. In addition, you can also contact the government authority that regulates us: Cemeteries & Crematoria NSW. Visit:

cemeteries.nsw.gov.au/complaints-and-enquiries/complaints

The laws of New South Wales govern this agreement. If you or IGMP are unhappy with the dispute resolution outcome and the complaint is taken to court, you or IGMP will use a New South Wales court.