[sanitised]

Detailed Workings of the Code of Ethics and Practice

1. CONFIDENTIALITY.

  • Members must observe client confidentiality.
  • Members are only to accept changes to the original funeral arrangements from the person originally commissioning the funeral.


2. JUSTIFIABLE CHARGES.

  • Members must always render good service and make justifiable charges in respect of services rendered and goods supplied.
  • Members must never exploit clients.
  • Members must at all times provide the best possible service for the charges made.


3. INFORMATION AND OPTIONS.

  • Members must always advise clients of the full range of services and goods available in relation to the clients needs and wishes.
  • Members must provide a brief explanation in every case, and a more detailed explanation when requested, of each option.


4. CONDUCT.

  • Members and their staff must conduct themselves in such a way as to NOT bring themselves or their profession into disrepute.
  • Should a client wish to withdraw from arrangements with a member, the membershould allow the client to withdraw easily, thus enhancing the reputation of the profession.
  • Members must display a copy of The Code of Ethics and Practice in the reception area or arranging area of their premises.


5. ADVERTISING.

  • Members must ensure that advertising is always clear and honest.
  • Member must not use offensive or sensational advertising.
  • Members shall show the Q.F.D.A. initials in their newspaper notices.


6. SOLICITING FUNERALS.

  • Members must ensure that no payment in cash or kind changes hands for funerals gained by the recommendation of a third party.


7. TRAINED AND COMPETENT STAFF.

  • Members shall train their staff to the highest possible level of professionalism, either personally, through another member, by Q.F.D.A. courses or through another professional body.
  • Members are to prepare bodies (when in coffins) for transfer to another member or to another funeral director, to a viewing standard and in accordance with prevailing regulations, e.g., sealed in a poly bag for rail/air shipment. When bodies are on stretchers, the head is to be elevated and the body retained in air conditioned premises wherever possible.


8. RESPECT AND REGARD.

  • Members must observe the correct traditions of all religions and cultures and, if necessary, must seek advice from the appropriate member(s) of the religion or from a fellow funeral director.
  • Members should have available, or should have access to, the appropriate funeral ceremonial paraphernalia and ornamentation.


9. WRITTEN ESTIMATE OF CHARGES.

  • Members should have available for clients, a copy of the funeral arrangements and a detailed estimate of charges at the conclusion of the funeral arrangement interview, or if not finalized at the time of the interview, as soon as practical thereafter.
  • Terms of trading should be clearly explained at the time of the funeral arrangement.


10. ITEMISED ACCOUNT.

  • An Itemised account should be sent to the person or organization responsible for payment of the account as agreed in the arrangement, and in accordance with the members terms of trading.
  • Where possible, the account should be set out in a design similar to the estimate of charges and should state the due date and any special conditions applicable.


11. COMPLAINTS.

  • Members must respond to complaints in the shortest possible time.
  • Should the complaint not be resolved, the client should be made aware of the mediation service available from the Q.F.D.A.