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A lack of mandatory oversight in New Zealand’s funeral sector is leaving some grieving families without recourse when things go wrong, according to Funeral Directors Association of New Zealand (FDANZ) chief executive Gillian Boyes.
Boyes says many families wrongly assume all funeral homes are held to the same standards, but in reality, membership in a professional body is voluntary. This means some providers operate without formal accountability or independent complaints processes.
“In my experience, families don’t realise that if they choose a non-member firm, they’re relying entirely on goodwill,” Boyes says. “If something goes wrong and the funeral home disputes their concerns, families can be left with very limited options.”
For many, the alternative – taking a case to the Disputes Tribunal – can feel too burdensome during a period of grief. As a result, some accept outcomes they are unhappy with simply because they feel powerless to challenge them.
One such case involved a woman whose mother was buried without her wedding rings. Despite seeking answers, the family eventually abandoned their efforts.
“The emotional cost became too great, but that shouldn’t happen to grieving families.”
Structured protection
FDANZ members, by contrast, are required to follow binding standards, including a formal complaints process. If an issue cannot be resolved directly with the funeral home, families can escalate concerns to the association.
Boyes says that the process begins with facilitated communication, often led by the association’s chief executive. If no resolution is reached within 14 days, a formal Complaints Committee investigates.
“They review documentation, procedures and whether proper protocols were followed. Even if something can’t be undone, families at least get clear answers and accountability.”
According to Boyes, this process has successfully resolved numerous disputes and provides reassurance to families during a difficult time.
She says that many complaints never reach the formal stage because most concerns involving association members are resolved through direct communication.
In one recent case, a family’s request for their mother’s favourite hymn was
overlooked during a service. After the issue was raised, it was found the musician had misread the service sheet.
“We apologised, refunded the fee and arranged a small gathering so the family could hear the hymn played properly.”
She emphasised the importance of raising concerns within 90 days and contacting the funeral home first.
However, not all disputes fall within the association’s remit. Fee disagreements, for example, must be taken to the Disputes Tribunal.
The association can investigate whether proper procedures were followed such as providing written estimates, which are required under its standards.
In one case, a family received a bill $4000 higher than expected. While the association could not rule on the cost itself, it found the funeral home had failed to provide a written estimate, prompting changes in its practices.
Boyes believes most funeral directors aim to provide compassionate, professional service, but says goodwill alone is not enough.
“When families are at their most vulnerable, they need concrete protections – clear pricing, accountability and a process that doesn’t depend on whether a business chooses to cooperate.”
She urges families to check whether a funeral provider is a FDANZ member before making arrangements, and to ask about complaints procedures upfront.
