What Does FDANZ Do?

Caring professionalism

The choice to join and be accepted into FDANZ means a commitment by members to provide a thoroughly professional and high quality service.

Caring professionalism best sums up the intention of an FDANZ Funeral Director. This stems from:

a commitment to the code of ethics and code of conduct
a requirement that those on the FDANZ Register of Funeral Directors have a nationally recognised qualification in funeral directing
mandatory on-going training
the experience to provide practical assistance and considerate support to you and your family
a broad understanding of religious and ethnic customs
familiarity with legal obligations and local authority regulations.

Members are regularly monitored by the Association and ongoing education, and training is promoted and coordinated through the industry training organisation, the Funeral Service Training Trust (FSTT).

Nationwide

Members of the association elect an executive board, which, along with the help and guidance of a full time executive officer, run the affairs of the association. The FDANZ National Office is based in Wellington.

The association also operates a district structure with the country divided into five regional groups which are administered by district committees - Auckland, Waikato-Bay of Plenty, Wellington, Canterbury/Nelson/Westland/Marlborough and Otago/Southland.

Involvement in our communities

All FDANZ members take pride in their involvement and relationships with their communities. A particular highlight in 2004 was our involvement in the funeral service for the Unknown Warrior. FDANZ also works with allied industries to raise awarness of issues surrounding bereavement and death.

Complaints resolution

Members of the Funeral Directors Association of New Zealand (FDANZ) agree to honour and are bound by the spirit of the Association's Codes of Ethics and Code of Professional Conduct. These Codes set out the high standard of service that the Association sets for its members. It also sets the standards that clients may expect in their dealings with a Member of the Association.

In the very unusual event of a dispute or complaint with the service provided by an FDANZ funeral director, the issue will be dealt with by an established complaints resolution procedure.

If you have a dispute with or complaint about the service provided by a FDANZ member, we ask that you give the firm the opportunity to try to resolve it before asking the Association to become involved. Discuss your concerns personally with the manager of the funeral home. If you have no success, ask another family member to try to resolve the matter. If that fails, it's time to contact us.

WHAT DO YOU DO?

Write, fax or email the Association details of your complaint

We need:

Details of the dispute or complaint, and what you want done about it
Copies of any letters to and from the funeral home.
Your role in the dispute, and your contact details

WHAT WILL WE DO?

Upon receipt of the correspondence an officer will talk to the member firm in an effort to informally resolve the matter. If the complaint cannot be resolved informally, you will be required to sign a Statutory Declaration if you want to take the matter further.

THE FORMAL PROCESS

Once we receive your Statutory Declaration, the dispute will be investigated by a Disputes Committee made up of respected funeral directors from the FDANZ Executive. The funeral firm is required to provide a response in writing to the matters outlined in your complaint.

The Committee will write to you with their decision, normally within 90 days. You (and the firm) have 60 days in which to appeal the decision to the Funeral Disputes Mediator, an independent and impartial person.

The decision of the Committee (if no appeal is lodged) and the Funeral Disputes Mediator are final and binding on both parties.

WHAT THE COMMITTEE AND MEDIATOR LOOK FOR

The Disputes Committee and Mediator take into account:

The principles of good funeral directing and embalming practice
The FDANZ Code of Ethics and Code of Professional Conduct
Relevant laws, rules and regulations
The circumstances of the client
The manner in which the firm dealt with the client
The manner in which the client dealt with the firm
Anything else they consider relevant.

For legal reasons we cannot deal with breaches of criminal law, or allegations of over-charging. These should be referred to the Courts or the Disputes Tribunal.