Feedback and Complaints

Peaceful view of York Cemetery

Your feedback can be provided through our customer service questionnaire or by contacting us directly.

  1. Customer Service Questionnaire
  2. Direct Contact
    1. If you have a complaint or concern
      Call, email or write a letter to the funeral or cemetery employee who served you. We will acknowledge your concern within two business days and let you know when, and from whom, you will receive a response.
      The majority of concerns are resolved at this stage, however, if you are not satisfied with the outcome, you can ask for your concern to be referred to a manager.
    2. Talk to management
      If you wish to contact management directly, please contact the location office. Please give your name and number, who you have been dealing with and any specific detail you are comfortable sharing. We will acknowledge your concern within two business days and let you know when, and from whom, you will receive a response.

Following the purchase of an Interment Right or a funeral arrangement, we will send a feedback questionnaire. All returned questionnaires are tracked, classified and, when appropriate, responded to.

Ask for further review

If you are not satisfied with the response or the way we have handled your concern, you may escalate your concern in one of three ways:

We will acknowledge your concern within two business days and let you know when, and from whom, you will receive a response.

Our work environments are governed by several pieces of legislation (i.e. AODA, Bill 168, Human Rights) that are for the protection of everyone present. They focus on behaviours that will lead to professional, respectful and positive relationships, and make it clear what is inappropriate or unacceptable. All MPG employees follow these guidelines and appreciate when our customers and visitors also remain respectful during any problem resolution.

External Recourse

If you have gone through MPG’s Complaint Process and are not satisfied with the outcome, you can contact the Bereavement Authority of Ontario (BAO). The BAO is a not-for-profit corporation, responsible for administering provisions of the Funeral, Burial and Cremation Services Act, 2002 and associated regulations on behalf of the Ontario government.

You may register a complaint online with the BAO or contact them directly.

Bereavement Authority of Ontario
100 Sheppard Avenue East, Suite 505
Toronto, ON M2N 6N5
Tel: 647 483 2645
Toll Free: 844 493 6356
Fax: 647 748 2645