NSW Funeral Directors Association - Questionable business ethics

In January and February of 2015, my family submitted a complaint against Acropolis Funerals to the NSW Department of Fair Trading. Like the experience I was soon to have with the Independent Review Office, these government agencies don’t have powers to take action. The only thing of benefit, ultimately, is a case number and records of the case in the archives. 

What is missing from any public service “process” is the human factor. In this case, the staff were professional and understanding. But when it has to do with industries and businesses, like funerals, where clients are taken advantage of at their most vulnerable time (even worse when it’s disenfranchised grief from a suicide in the family), another bureaucratic step in this “process” with no positive outcome, exacerbates the trauma that such unethical businesses, and their serious misconduct, cause. Instead of closure and healing, there is compounded trauma. 

The response from NSW Fair Trading, with options for “next steps” in this “process”, was sent on 13 February 2015. 

Immediately after, on 15 February 2015, my family tried another approach in seeking a fair resolution from the uncooperative and unethical Acropolis Funerals. They called the NSW Funeral Directors Association, followed up with an email and attached documents of what my poor family have tried so far.  

Before I share the written response, after a questionable internal “investigation” by the board of the NSW FDA, I visited their website, specifically their Code of Ethics. 

I think it’s important to share the ten points in the Code of Ethics, before sharing the NSW FDA’s questionable response, and my family’s response, addressing each of these ignorant, arrogant, deceitful, patronising and dismissive points in the formal letter from the NSW FDA addressed to my family. How dare they, and more so, how dare Acropolis Funerals, insult our intelligence, and now treat us as though we don’t know our own Greek Orthodox traditions and culture. How more audacious, immoral (and stupid) can they get. 

Code of Ethics
Members of the FDA of NSW subscribe to the following code:

1. To maintain in all matters the highest standards of business, professional and personal conduct.
2. To respect in all circumstances the confidentiality and trust of clients.
3. To ensure that staff is qualified and competent.
4. To ensure that facilities are adequate for all services rendered.
5. To provide information concerning the range of services available, the prices of the services and the functions and responsibilities accepted.
6. To give a written estimate of all funeral charges and disbursements to be made on a client's behalf at the time of taking instructions or as soon as practicable.
7. To respect personal choice and have regard for diversity of beliefs in religious and cultural practices.
8. To ensure that all advertising is genuinely informative and in good taste.
9. To be thoroughly conversant with the laws of the land as they apply to funeral service and allied industries and professions.
10. To provide an advisory service with conciliation and arbitration arrangements available to help resolve disputes which may arise between members and their clients.

Now let’s review the response to my family, from the secretary of the board of the NSW Funeral Directors Association, after an “internal investigation” (?) into our contractual dispute, deception and unethical conduct of Acropolis Funerals. As mentioned in previous posts, all correspondence and attempts at resolving this issue have been scanned and kept by me and my family. 

Letter sent on 8 April 2015

NSW THE FUNERAL DIRECTORS' ASSOCIATION OF NSW LTD

Subject: Complaint on Acropolis Funerals 

Dear [Family], 

I acknowledge receipt of your email dated Sunday February 15, 2015, regarding a complaint on Acropolis Funerals on the services rendered for the funeral of your late father. In line with our policy, we have received the details in writing of your experience with Acropolis Funerals and in turn have visited the company of Acropolis Funerals to hear their side of the story. 

The board has come to a decision based on a few pertinent issues: 

• that in line with Greek custom a request from a Greek priest to attend a funeral is common practice and is considered an honour to have a priest in attendance and in those instances they do provide a car if requested to transport the priest to the funeral, so in this instance Acropolis have not acted outside the ordinary being unaware of any estrangement in the family. (They were very aware, even if just by what happened at the viewing the day before the funeral. What utter crap regarding priestly “privileges”. And his entire family too?).

• it was noted that on 12.2.10 you sent a cheque accompanied by a note to Vicky Kiriazis, quote "Thankyou for everything! Regards", which, to the board appeared that at the time you were satisfied with the service provided. (NOTE: this seems to be a common tactic used in complaint letters, that causes more anger, trauma and is disgusting to throw any small example of polite human behaviour, especially in a surreal and vulnerable situation people find themselves in, back in their face. It is severely offensive and disrespectful. We were in automatic response mode, thanking everyone, still numb with shock. Such arrogance and collective indifference and narcissism, giving themselves a pat on the back. Congratulating themselves for robbing us of healing and closure). 

• it was then on June 14, 2010 you sent a letter to Acropolis re issuing a funeral vehicle without your consent, at which time I was told that Acropolis rang and spoke to you regarding your complaint but at the end of the conversation all appeared to have been sorted out to both parties acknowledgement. 

• The board is of the impression that the family is of Greek descent and that this custom would in all reasonableness have been known by the family. 

• Acropolis claim that a letter from you that we had, dated February 21, 2011 was never received by them. We have given them a copy. (Not good enough. Hence let the entire world read my and my family’s traumatic experience, letters and all, on my personal blog now. It’s my story of moral injury, betrayal, and unethical business conduct in my life. It’s my voice, where I was repeatedly denied a right to speak). 

• As far as Acropolis being a member of this association is concerned, it would appear that a lesson learned from this would be that if a complaint is received in writing that the complaint should be answered in writing, which would appear to have never been done other than over the phone soon after the letter dated June 14 2010, was received. While the death of a loved family member is a traumatic experience even in the best of times, any abnormality that occurs outside the expected can blow out of all proportions and while the board sympathize with you, feel that in this instance, Acropolis Funerals rendered the service to your father with the greatest respect and dignity that is deserved and as such have nothing to answer for. 

Yours sincerely, on behalf of the board, executive officer Cc: Acropolis Funerals.

Suite 4G, "Redmyre House", 9 - 13 Redmyre Road Strathfield NSW Postal: PO Box 270, Strathfield NSW 2135 Telephone: 1800 613913 Facsimile: (02) 8078 3825 Email: secretary@fdansw.com.au ABN: 46 978 571 730 Website: www.fdansw.com.au

NOW SCROLL BACK UP AND RE-READ THE NSW FUNERAL DIRECTORS ASSOCIATION CODE OF ETHICS. 

DOES THE READER FEEL THAT THE NSW FDA BOARD, IN ADDITION TO ACROPOLIS FUNERALS, ADHERE TO THEIR OWN CODE OF ETHICS? 

OR HAS THE PUBLIC, ONCE AGAIN, BEEN FED MORE BULLSHIT?! 

Family’s response in the next post. I’m re-traumatised sharing all this, but it finally has to be done, for my family’s sake. And for other people, other families, who relate to such unethical business conduct.