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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. Talk to your loved ones in advance so you can all make an informed decision.

Code of conduct

Like all businesses in Australia, funeral providers must obey the Australian Consumer Law (ACL). 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

If you have a problem with the goods or services provided by your funeral provider, contact them directly to try to seek a resolution. 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, that way, the provider is clearly aware of the problem and what you want, and you also 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.