Complaints

IMPORTANT NOTE: If a consumer has an issue with a licensee they should first make attempts to resolve the matter with the licensee directly. If an initial meeting with the licensee is unsuccessful, it is recommended that complaints be formalized in writing to the licensee with an explanation as to why the consumer is not satisfied and how the matter could be resolved to their satisfaction. If they are unable to come to a resolution, BAO may be able to assist with the complaint.

Do You Have a Complaint?

In Ontario, all licensed bereavement service providers are required to comply with the Funeral, Burial and Cremation Services Act, 2002, and Ontario Regulation 30/11.

The Bereavement Authority of Ontario (BAO) reviews and adjudicates complaints pursuant to the Funeral, Burial and Cremation Services Act, 2002 (the “FBCSA”). While the BAO attempts to resolve disputes wherever possible, the parties are encouraged to discuss their concerns before proceeding through the BAO’s complaint process..

Pursuant to section 66 of the FBCSA, in handling complaints, the Registrar may do any of the following, as appropriate:

  • Attempt to mediate or resolve the complaint
  • Give the licensee a written warning
  • Require the licensee to attend a specified educational program
  • Refer the matter to the discipline committee

Please note that the Registrar cannot award damages or require refunds or discounts where services and/or merchandise have been provided.

Consumer protection, in a marketplace that is safe, secure and professional, is a priority for the Bereavement Authority of Ontario. As a regulator, the organization depends on information and feedback provided by consumers and stakeholders to enhance service standards and identify learning opportunities for the sector.

Online Complaint Form

To help us understand the matter, please complete the online complaint form below. This form is composed of 3 parts

  • Personal Contact Details
  • Service Provider / Business Details
  • Describe Your Concern

Please be accurate and thorough in order to assist us in handling this matter as quickly and effectively as possible.

Personal information gathered in this form is collected under the authority of the Funeral, Burial and Cremation Services Act, 2002. The Bereavement Authority of Ontario requires contact information so that a response can be provided to the complaint. Details will also be retained for statistical purposes.

 

Form Errors

Sorry but the form appears to have some missing or invalid information. Please review the form sections by clicking on their names, and make the appropriate corrections.

How We Handle Complaints

The Bereavement Authority of Ontario’s compliance team will assess the concern and help determine if a breach of the legislation has occurred. This includes checking if a business may have violated any Ontario consumer protection laws and if there has been a pattern of complaints about the business.

Please note that complaints are handled in the order in which they arrive in the BAO office. The duration time of investigations will vary depending on the nature of the complaint and existing caseload at the time of its arrival. While the BAO works diligently to investigate, it is important to understand that completion of the entire process may take several months.

As the provincial regulator for the bereavement profession, the Bereavement Authority of Ontario does not have authority to determine the individual from whom the licensee must take direction or authorization for funeral or transfer service arrangements. Additionally, the Bereavement Authority of Ontario cannot compel a licensee to make a refund directly to the consumer.


Questions? Call us at 844.493.6356 or use our automated contact form.