The AFDA is committed to facilitating a satisfactory resolution to consumer concerns or dissatisfaction with the services provided by AFDA Member funeral directors, as set out in our Code of Ethics.
Members of the AFDA agree to honour the spirit and provisions of the code and as subscribers to the code to hereby affirm and accept willingly the responsibilities that are implied by membership of the Association. The Code of Ethics sets out the high standard of service that clients may expect in their dealings with a Member of the AFDA including key requirements in respect of the funeral director’s professional conduct.
The AFDA provides a formal complaints policy to resolve any issues that may arise between AFDA Member funeral directors and their clients. We always encourage the complainant to raise the issue with the Member funeral director in the first instance, and ask that they also put their concerns in writing to the funeral director so both parties are clear about the issues involved and the outcome sought.
The complainant must then allow a minimum of 21 days for the concern or dispute to be addressed by the funeral director. In accordance with this policy, if the concern or dispute has not been resolved after this time, the complainant may then lodge a formal complaint for consideration by the AFDA Investigation Committee.
In order for the AFDA to be involved, the complainant will need to return a signed declaration which acknowledges that the following statements are understood, along with any supporting documentation, including a copy of the complainant’s correspondence with the Member funeral director to the AFDA. Once the signed document has been received from the complainant the AFDA will then write to the Member funeral director seeking a written report on the matters raised. The Member funeral director will be provided with a copy of all documentation the complainant has provided to the AFDA in order for them to respond appropriately.
The Member funeral director’s response, along with the complainant’s letter and any other documentation is then forwarded to the AFDA Investigation Committee for their consideration, and both parties are then advised of the outcome. The current AFDA National Executive serve as Members of the AFDA National Investigation Committee.