Distressing complaint prompts reminder about Funeral Directors Association standards
The Funeral Directors Association of New Zealand is reminding families in the Waikato about the standards to expect when working with a reputable funeral home.
Funeral Directors Association Chief Executive Gillian Boyes says the warning was prompted by a distressing complaint to her office about a non-member funeral home who failed to adequately care for the deceased person, provided false information about another funeral home and pressured the family with high upfront costs.
“Unfortunately, since the firm involved is not a member firm, we couldn’t investigate or provide any resolution to this family,” says Ms Boyes.
“However, we were sufficiently alarmed that we decided to issue a warning in the Waikato region, so families know what to expect from a funeral director.”
Ms Boyes says all funeral directors must comply with legal requirements around care of the deceased in the Burials and Cremations Act. In addition, there are requirements for fair pricing and contracts under the Fair Trading Act, as well as obligations that apply under the Consumer Guarantees Act.
The Funeral Directors Association has also developed ethical principles and standards that seek to ensure every person receives a dignified and respectful funeral for their loved ones that include:
- Not initiating contact with bereaved families with a view to soliciting business.
- Providing a written estimate in advance so families know what to expect.
- Not pressuring or exploiting families and providing them with adequate time to make an informed decision.
- Not discriminating and understanding and respecting cultural needs.
- Showing respect to the deceased during all stages of care. Seeking permission for embalming or other preparation and compliance with Health (Burial) Regulations.
- Dealing fairly and honestly with other funeral homes.
- Having at least one qualified funeral director on staff (Level 5, Diploma in Funeral Directing) and committing to ongoing training.
Ms Boyes says that recent research conducted by the Association shows most New Zealanders do not know whether funeral directors are regulated and only 12% would know how to make a complaint.
“There is no government regulatory authority for funeral directors in New Zealand, so we urge New Zealanders to look to the standards provided by Association member firms as the benchmark and assurance of quality,” says Ms Boyes.
“We also offer the only specialist funeral complaints service but can only take actions against a firm when families use one of our member funeral homes.”
Ms Boyes says their research shows funerals and tangihanga make a positive difference to nearly 80% of New Zealanders and that over 80% agree funeral directors are helpful in guiding what needs to be done.
“We know that New Zealanders really value the work funeral directors do, but we want them to know some funeral directors may be taking short cuts in terms of their legal, and particularly their ethical obligations.
"Choosing a funeral director from one of the nearly 80% of funeral homes who is a member of the Funeral Directors Association provides assurance of a dignified and meaningful farewell," said Ms Boyes.
Download Funeral Directors Association Standards
Download results of the 'National Grief Survey 2024,' conducted by Marble Consulting and Dynata on behalf of the Funeral Directors Association and Grief Centre.
ENDS
MEDIA CONTACT:
Gillian Boyes
CEO | Funeral Directors Association
M: +64 29 200 8985
E: gillian@funeraldirectors.co.nz