Funeral industry faces scrutiny over lax regulations as grieving families left without recourse

Australia's funeral services sector is facing renewed calls for stricter regulation and centralised oversight after a Western Australian mother's distressing experience with her daughter's remains exposed significant gaps in consumer protection.

Kerry Collard said the care provided by a regional funeral director following her daughter Jessica's death in a car accident was "unacceptable," yet she encountered barriers at every turn when attempting to lodge formal complaints.

Complaint pathway failures expose regulatory void

When Ms Collard sought to escalate her concerns through official channels, she was turned away by multiple authorities, unable to find a centralised body responsible for overseeing funeral service standards across Western Australia.

The experience has prompted fresh calls from funeral industry advocates for comprehensive national regulation, with concerns that the current patchwork of state-based oversight leaves families vulnerable during their most vulnerable moments.

The lack of a clear complaint mechanism means grieving families often have no recourse when funeral directors fail to meet basic standards of care

Industry entry barriers described as inadequate

Funeral service advocates argue that Australia's regulatory framework makes it far too easy for individuals to establish funeral businesses without adequate training, qualifications, or accountability measures.

Currently, funeral industry regulation varies significantly across states and territories, with some jurisdictions offering minimal oversight. Unlike other service industries handling vulnerable clients, funeral directors often face fewer formal qualification requirements and less stringent background checking processes.

Call for national standards

Industry professionals are pushing for:

• Mandatory professional qualifications and training standards
• A centralised, independent complaints body with enforcement powers
• Consistent regulation across all Australian states and territories
• Enhanced transparency in pricing and service delivery
• Regular inspections and compliance audits

The push for reform comes as consumer awareness grows regarding funeral industry practices. Families already dealing with grief should not face additional obstacles when seeking accountability for substandard care.

Western Australia's regulatory landscape

In Western Australia, funeral services fall under various legislative frameworks, but no single regulator holds comprehensive oversight. This fragmentation means complaints may be directed to consumer protection agencies, health departments, or local authorities—none of which may have specific funeral industry expertise.

The situation reflects a broader national challenge, with each state managing its own funeral regulations independently, creating inconsistent standards across the country.

Industry response and reform prospects

Ms Collard's experience underscores the urgent need for reform as funeral services remain one of the least regulated service industries handling vulnerable populations and their families.

Advocates argue that establishing national minimum standards would protect consumers, ensure professional conduct, and create clear pathways for complaint resolution—ultimately restoring public confidence in funeral service providers during times of bereavement.

Original reporting: ABC News