Funerals

There are rules for funeral directors to follow to help consumers compare funeral packages or manage a pre-paid funeral contract.

Funeral directors must:

• be transparent with their pricing,
• not make incorrect or misleading statements and
• not offer unfair contract terms or engage in unfair market power.

Funeral pricing

Consumers must be able to access prices for all funeral services and packages available from a funeral director so they can easily compare costs of a funeral.  A basic package must be included.  The funeral price list template shows an example of what information funeral directors must give you.

The funeral checklist will help you organise a funeral service. It is not an exhaustive list but a helpful guide.

See the funeral checklist

Pre-paid funerals

A pre-paid funeral is a funeral contract plan paid for in advance with a selected funeral director. A pre-paid funeral contract covers all the details of the funeral service and costs.

Contracts made since 1 March 2021 must follow the Pre-paid Funerals Code of Practice.  These rules help protect your money and clarify what you are agreeing to. 

Pre-paid funeral contracts

Contracts should cover how much and when you will need to make payments. Check how much the product will cost you over the long term and what the rules are if you stop paying.  

Also check what happens if the:

• company will not make a pay-out
• funeral director closes down
• recipient dies before paying the contract off in full
• contract is cancelled

Where does pre-paid funeral money go

A funeral director must forward payments (excluding any fees) to an investment manager within 16 days of receiving of the payment.

Investment managers can be:

• life insurance companies
• friendly societies
• licensed trustee companies
• the Public Trustee (Western Australia).

The funeral investment must be in the client’s name and can only be released after funeral agreed to in the pre-paid funeral contract has been carried out.

Pre-paid funeral price increases

The pre-paid funeral cost is fixed unless you and the funeral director (the parties on the contract) agree to a change. For example,  if you want to add an extra service.

Adding extra services after the recipient has passed away will incur additional costs.  

Difference between pre-paid funeral and funeral insurance or funeral bonds

• Pre-paid funeral contract guarantees to cover the full amount of the agreed funeral.
• Funeral insurance is an insurance product under which you agree to pay a premium. This premium covers an agreed amount paid out at the time of death.
• Funeral bonds are an investment product to help you financially plan for a funeral. The amount you pay will be invested up until the time of death when they will be paid out.

Organising a funeral without a funeral director

You can plan a funeral yourself by applying for a single funeral permit. Visit the Metropolitan Cemetery Board (MCB) for more information.

Helpful resources for consumers

• Funeral services - Australian Competition and Consumer Commission
• What to do when someone dies - CHOICE Consumer Advocacy Organisation
• Apply for a death certificate - Western Australian Government
• Death of a loved one - Services Australia
• Bereavement payments - Department of Veteran’s Affairs
• Metropolitan Cemetery Board
• Paying for funerals - MoneySmart

Complaints

If you have a complaint with a funeral director and cannot resolve it directly with them, you can contact MCB by phoning 1300 793 109 or email.

When contacting MCB, have the following information ready:

• The name of the deceased, the date of funeral, the name of the administrator;
• The date, time, location, manner of the issue of complaint (i.e. in person, at funeral, over the phone, etc.);
• Exactly what happened and why you wish to make a complaint; and
• What resolution you may be after.

If you are having problems with a pre-paid funeral product you have bought, talk to a financial counsellor. They offer a free service to help you sort out money problems. 

You can also email the Consumer Protection contact centre or call 1300 304 054.

Related documents

• Funeral checklist for consumers
• Pre-paid funerals checklist for consumers
• Fair Trading (Pre-paid Funerals Code of Practice) Regulations 2020
• Fair Trading (Funeral Pricing Code of Practice) Regulations 2022