Edition 52, November/December 2007

Better consumer protection in the NSW funeral industry

For a funeral director to operate in New South Wales, they must currently comply with existing laws covering not only Fair Trading, but occupational health and safety, public health and local government legislation.

In consultation with the industry, the NSW Office of Fair Trading has developed a mandatory information standard, the Fair Trading Amendment (Funeral Goods and Services) Bill 2007, expected to come into effect in the first half of 2008. While the specific details are still to be finalised, the standard will include information on a 'basic funeral' aimed at providing a simple, dignified service at relatively low cost. Funeral directors offering this service will be required to provide consumers with specific information about it including costs, whether the consumer asks for it or not.

Research conducted by the Office in mid 2005 found that the majority of consumers were satisfied with the funeral services provided.  However, many would have liked more upfront information on the costs and services being provided.

Problems generally related to poor customer service, such as not receiving written quotes or itemised invoices, and the inconsistent definition of included items, especially professional fees.

The standard will require funeral directors to provide:

  • a list of all coffins and caskets offered for sale and their prices
  • when a basic service is not required, written information on the cost of all components of the funeral including a total cost, and a description of what each covers
  • a written quote provided at the first meeting between the consumer and the funeral director
  • a final invoice detailing the separate cost of all components and a total price once the funeral service has been supplied.

It will be an offence for a funeral director to fail to comply with the information standard when supplying funeral goods and services.

The government will continue to work with stakeholders on the development of the regulation, which will be included in a regulatory impact statement to be released for public comment later in the year.

For more information, visit the NSW Office of Fair Trading at www.fairtrading.nsw.gov.au/default.html

This page was generated on 18 February, 2010