The first thing to do is to clearly explain your problem to them and to ask what they can do to rectify the matter. Disputes can be the result of misunderstanding so it is important to remain calm but firm. You might also seek assistance from whichever industry association the funeral service provider belongs to — look for the name on any paperwork you have received. These associations usually have a system for reporting complaints about members. If you exhaust these avenues you can contact the Office of Fair Trading or you may lodge a formal complaint if approaches to the funeral service provider have been unsuccessful. The important thing to remember is to keep all your paperwork and receipts, as well as records of dates, who you speak to, and what was discussed.
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