Funeral industry predators exploiting grieving Victorian families, claims reveal

FUNERAL industry predators are exploiting Victorian families at their most vulnerable time, with shocking claims to the state’s consumer watchdog unveiling dirty tactics.

Shocking claims to Consumer Affairs Victoria unveil the dirty tactics used by undertakers to cheat grieving families out of money.

VICTORIAN families are being exploited at their most vulnerable time by funeral industry predators.

Shocking claims to Consumer Affairs Victoria unveil the dirty tactics used by undertakers to cheat grieving families out of money or scam them on dodgy insurance deals.

Jane Sinclair, 63, of Altona, whose mother was cremated in June, said she felt taken advantage of when she learnt she paid five times more than some other undertakers charged.

“My sister and I signed an agreement after being told of the costs involved. We didn’t feel like comparing prices when Mum was still in the morgue,” she said.

“We had no idea prices could vary so dram­atically. I am angry that such businesses can charge what they like if people aren’t sensible enough to ‘shop around’.

“Watching your mother die is not conducive to ‘shopping around’ for someone to take her frail little body when her shallow breathing finally stops.”

Jane Sinclair holding a portrait of her and her mother Jean Sinclair who died at age 91. Picture: Kylie Else

A register of complaints, released under Freedom of Information, includes claims people were overcharged or stung twice for services.

Others say they were scammed on ­funeral insurance and defrauded out of funeral deposits.

One was locked in a bitter dispute with a funeral company that had failed to acknowledge a $3800 funeral bond payment.

“Many calls to the company have gone unanswered. I am concerned this funeral director might abscond,” the complaint states.

Another claimed they had fully paid off their funeral insurance but were still be charged.

“They have refused to give details, only demand further payments,” the complaint states.

Victorian families feel they are being ripped off by funeral companies.

Another angry customer was referred to VCAT to resolve a claim they were charged for services not provided or itemised.

“The item charged was already paid (for). An invoice was reissued with the line item removed but the price remained the same.”

Former president of the Australian Funeral Directors Association, Darren Eddy, said only six official complaints were received in the past two years.

He said financial complaints probably related to the 40 per cent of non AFDA member providers, which do not have the same strict operational standards.

To say funeral directors are predators ... I take exception to that,” he said.

“(Our members) aren’t out their preying on people’s vulnerabilities.”

University of Sydney research found the sector used predatory marketing practices to exploit vulnerable families into expensive services.

The sector is “shrouded in secrecy” according to lead researcher Professor Sandra van der Lann, who said funeral directors “guilt” families into spending more to show their love.

@AneekaSimonis

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