Arrange a loved one's funeral

It can be overwhelming when a loved one passes away. Deciding on funeral services can be difficult and emotional.

There are rules in place to help make it easier for you to arrange a funeral for your loved one at such a difficult time. These include laws around pricing and an industry code of conduct.

Comparing funeral prices

Funeral directors and businesses that arrange and conduct funerals in Queensland must prominently display their prices in an itemised list at their business and on their website or any other digital presence they maintain.

If you ask for a cost-itemised quote, the funeral director will need to provide it within 48 hours (or longer if agreed), or before the agreement is signed, whichever happens first. The quote must include:

• an itemised list of the goods and services the funeral director will supply
• the cost of any disbursements, and
• the total amount payable.

Transparency

Businesses must be transparent about their funeral information (i.e. no hidden costs). In addition to displaying itemised lists of costs, they must display the price of their least expensive package for those who want a simple funeral.

They must also provide the following information:

• the location of the mortuary or crematorium used
• the name of the owner or manager, if the funeral director uses a mortuary or crematorium owned or managed by someone else
• a reasonable estimate of
  • the cost of getting a death certificate
  • the costs of getting any other certificates or permits needed (e.g. permission to cremate the body under the Cremations Act 2003)
  • the fees charged by a cemetery or crematorium for a burial or cremation arranged by the funeral director
• how a body is transported before burial or cremation.

Code of conduct

Like all businesses in Australia, funeral providers must obey the Australian Consumer Law. They face serious penalties if they don’t uphold your consumer rights.

Additionally, the voluntary code of conduct for the Queensland funeral industry aims to:

• help customers make informed decisions
• develop the best practices for the industry
• make sure that funeral providers, the community and government all understand these practices
• give people details about their rights and responsibilities
• help providers to be professional and informative
• reduce harm from unethical providers.

When choosing a funeral provider ask if they follow the Queensland Funeral Industry Code of Conduct.

Making a complaint

Contact the funeral provider directly if you have a problem with goods or services they have provided. Explain the problem and the outcome you want. In many cases a simple phone call or visit can fix the problem.

The funeral provider might discuss with you whether it is a minor or major problem to determine a remedy with a replacement or refund and who will be responsible for the remedy.

It is a good idea to write a complaint letter or email so the provider is aware of the problem and what you want, and you will have a record of your contact.

If you cannot resolve the problem directly with the funeral service provider, you can refer the complaint to the industry association to which the funeral service provider belongs if applicable.

Otherwise, you can lodge a complaint with us.