Bereaved families deserve dignified services from the participants in the funeral industry in South Africa. FIRA provides for a scheme of norms, standards and alternative dispute resolution mechanism between consumers and participants in the industry, applicable to participants within the funeral industry in terms of section 2.3.2 of the Funeral Industry Code of Conduct.
The Code of Conduct for the funeral industry is enforceable in terms of section 82 of the Consumer Protection Act 68 of 2008. All participants are required to familiarise with and to comply with the Consumer Protection Act 68 of 2008.
Consumers of goods and services provided by participants within the funeral industry are encouraged to lodge an official complaint of unconscionable, unfair, unreasonable, unjust or otherwise improper trade, practices and deceptive, misleading, fraudulent conduct, if such a complaint has been lodged with the participant but remains unresolved.
Consumers of goods and services within the funeral industry have a right to legitimate and excellent customer service. Participants in the funeral industry have to implement all commitments and obligations in terms of section 2.4 of the Code of Conduct in line with their contracts or agreements with the consumers.
Fair pricing, decent service, providing adequate information, thus enabling consumers to make informed decisions, and humane treatment remain the cornerstones for excellent customer service. FIRA is established as a scheme of alternative dispute resolution and service rendered free of charge in the Republic of South Africa. Through excellent customer service and the legal obligation to maintain strict compliance with the Consumer Protection Act and Funeral Industry Code of Conduct, participants within the funeral industry are assured of business sustainability and good reputation in the communities they serve.