Our aim is to resolve any Grievance/Complaint as amicably and quickly as possible. To achieve this aim we have the following policy in place:

1. Should you have a Grievance/Complaint regarding Victor Rullis Funerals and/or Coffs Harbour Crematorium and Memorial Gardens we request that you put your Grievance/Complaint in writing to Victor Rullis Funerals specifying the nature of your Grievance/Complaint and your desired resolution of the Grievance/Complaint.

2. We undertake to acknowledge receipt of your Grievance/Complaint within 7 days of receipt and to provide a written response to the allegations raised within 21 days.

3. If the Grievance/Complaint cannot be resolved in accordance with the above the Grievance/Complaint  shall first be referred to mediation.

4. Nothing in this process shall prevent a party from seeking from any Court of competent jurisdiction an interim order, except if the order sought relates to the matters the subject of the Grievance/Complaint, restraining the other party from doing any act or compelling the other party to do any act;

5. While the Grievance/Complaint is proceeding in accordance with this policy the obligations of the Parties under any agreement, other than any obligation relating to the Grievance/Complaint, shall not be suspended unless otherwise agreed in writing.

6. The procedure for mediation and consequential provisions relating to mediation shall be as follows:
a) a neutral advisor or Mediator shall be chosen by agreement between the parties;
b) if they unable to agree within 10 days after a request by one party to the other or if the Mediator agreed upon is unable or unwilling to act either party may apply to a mediation provider to appoint a mediator;
c) the parties shall within 10 working days of the appointment of the Mediator met with him/her to agree to a programme for the exchange of all relevant information and the structure to be adopted for negotiations to be held. 
d) all negotiations connected with the dispute and any settlement agreement shall be conducted in confidence and without prejudice to the rights of the parties in any future proceedings;
e) if the parties reach agreement of the matters in dispute any agreement shall be recorded in writing and shall be binding on the parties.