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Complaints Process

The first steps

Start by contacting the funeral provider directly and expressing your concerns in writing. We encourage you to raise the issue with your funeral director in the first instance, clearly outlining what happened, what outcome you’re seeking and any relevant dates or details.

Allow 21 days for a response. If the issue remains unresolved and the funeral director is a member of Funerals Australia,
you can submit a formal complaint to Funerals Australia.

Find out if your funeral provider is a member of Funerals Australia here.

If your funeral provider is not a member of Funerals Australia you can contact the Department of Consumer Affairs in your State or Territory for further assistance.

Submitting a formal complaint

To proceed with a formal complaint:

  • Complete and return the signed Complaints Authority Declaration which acknowledges that the statements below are understood
  • Include your written complaint and supporting documents
  • Share evidence that you attempted to resolve the issue with your funeral director first

Please submit the signed Complaints Authority Declaration form and supporting documentation to Funerals Australia info@funeralsaustralia.org.au

Complaints declaration

You acknowledge and agree that:

  • You have raised your concerns in writing directly with the Member of Funerals Australia and attempted to resolve the issue directly with the Member funeral director.
  • You have allowed 21 days to elapse since raising your concern in writing and your concerns or dispute were not addressed to your satisfaction by the Member funeral director.
  • Funerals Australia will not deal with your concerns or dispute if the matter involves legal representation or is before a court or tribunal.
  • You will advise Funerals Australia at the time of bringing this matter to Funerals Australia attention if a court or tribunal has made a decision in respect to your concerns or dispute.
  • The documents you provide to Funerals Australia about your concerns or dispute are provided on a ‘without prejudice’ basis, which means that the same documents cannot be used in any subsequent court or tribunal by Funerals Australia or its Member funeral director, except to the extent such privilege is allowed by the courts.
  • All documents you provide to Funerals Australia, including your correspondence, will be released to the Member funeral director.
  • A copy of the final resolution will be made available to the Member funeral director.
  • Funerals Australia recognises that subsequent to our involvement you may wish to pursue this matter through other means. Funerals Australia final determination does not preclude your right to do so.

What happens next?

We will request a formal response from the Funerals Australia member and provide both sides the opportunity to be heard.

All documentation will then be reviewed by the Funerals Australia National Investigation Committee, composed of senior members of the National Executive. Their decision will be shared with both parties.

For assistance with the process, please contact the Funerals Australia national office on (03) 9859 9966 or info@funeralsaustralia.org.au

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