Complaints

Do You Have a Complaint?

The Bereavement Authority of Ontario (BAO) reviews and adjudicates complaints pursuant to the Funeral, Burial and Cremation Services Act, 2002 (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 or other persons to attend a specified educational program.

– Refer the matter, in whole or in part, to the discipline committee.

– Refuse to issue or renew a licence, or suspend or revoke a licence.

– Take other appropriate actions in accordance with the Funeral, Burial and Cremation Services Act, 2002 which may include but is not limited to imposing Conditions of licensure.

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.

In Ontario, all licensed bereavement service providers must comply with their legal obligations, including those set out in the Funeral Burial Cremation Services Act, 2002, the Consumer Protection Act, 2002 and regulations applicable to each of the Acts.


Online Complaint Form

Online Complaint

To help us understand the matter, please complete the online complaint form above.

This form is composed of 4 parts

– Complaints Acknowledgement and Consent Form

– 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.

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.

While the BAO works diligently to investigate, it is important to understand that completion of the entire process may take several months.

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