17.2However, throughout the project, we have heard reports of occasional deficiencies in professional practice that have resulted in distress being caused to family members. These were most often caused by unqualified funeral service providers or those offering DIY help. However, there were also complaints about people who were either qualified or members of an industry organisation.
17.4Our consultation and feedback process also revealed quite a number of instances where consumers have felt they have been overcharged or have received unexpected charges for services from a funeral service provider. Again, throughout the duration of this project, there have been regular stories in the media along these lines.
17.5This feedback, together with our research, has highlighted two main concerns that we consider are inadequately addressed under the current regulatory system: