Complaints and enquiries

We are committed to addressing and resolving complaints and questions concerning cemeteries and crematoria, including those on Crown land, local government, private and church operated.

CCNSW is a NSW Government agency that regulates cemetery and crematorium operators in NSW and provides information on burial and cremation options to the public. CCNSW aims to ensure that all people in NSW have access to sustainable and affordable burial and cremation services that are respectful of culture and faith and provided in a consistent, transparent and accountable manner. CCNSW also has a role in addressing and resolving complaints concerning cemeteries and crematoria, including Crown land, local government, private, church and community-operated cemeteries and crematoria.

Firstly, it is recommended that an attempt is made to resolve the issue with the cemetery or crematorium operator directly. If this is unsuccessful, or you are unhappy with the outcome, you can contact CCNSW or NSW Fair Trading, depending on the nature of the issue:

• Contact CCNSW if your complaint relates to the management or maintenance of cemeteries and crematoria, including the purchase of an interment right (a burial site or a location to place ashes) or customer service provided by the cemetery or crematorium operator.
• Contact NSW Fair Trading if your complaint relates to consumer law matters, such as an issue relating to a Funeral Director not providing a service you paid for.

For more information, read the What is the difference between a cemetery operator and a funeral director? fact sheet (PDF, 85 KB) to help you to understand where best to direct your complaint. If you remain unsure as to which agency to submit your complaint with, contact us for assistance.

Please contact the cemetery or crematorium operator, first preferably in writing.

If the operator does not resolve your complaint, CCNSW offers a number of ways to submit a complaint or make an enquiry. You can:

• complete the Submit a complaint online application
• complete the Submit an enquiry online application
• email [email protected]
• phone 02 9842 8473.

If you are using the online form or email, assist us with handling your complaint or enquiry by including:

• a summary of the issue
• the name and location of the cemetery or crematorium operator
• the action or outcome you are seeking.

Send all relevant attachments with your complaint or enquiry, for example, photographs and any correspondence you have had with the operator, including attempts made to resolve the issue.

If the problem relates to consumer law or the services of a funeral director, contact NSW Fair Trading on 13 32 20 or their online complaints system at Complaints and enquiries.

Translated information about how to submit a complaint or make an enquiry is available in 6 languages below.

Arabic –  عربي

تقديم شكوى أو استفسار إلى مؤسسة المقابر ومحارق الجثث في نيو ساوث ويلز (CCNSW) (PDF, 218 KB)

Chinese Simplified – 简体中文

• 向新州墓地与火葬场管理署 (CCNSW)  (PDF, 247 KB)

Chinese Traditional – 繁體中文

• 向新州墓地與火葬場管理署 (CCNSW) (PDF, 254 KB)

Greek – Ελληνικά

• Υποβοβολή παραπόνων ή ερωτημάτων στην υπηρεσία Νεκροταφείων & Αποτεφρωτηρίων ΝΝΟ (CCNSW) (PDF, 208 KB)

Korean – 한국어

• NSW 묘지 및 화장장 (CCNSW)에 불만 제기나 문의하기 (PDF, 293 KB)

Vietnamese – Tiếng Việt

• Khiếu nại hay thắc mắc đối với Cơ Quan Điều Hành Nghĩa Trang & Lò Hỏa Táng NSW (CCNSW) (PDF, 177 KB)

For more information on our approach to managing complaints, read the Managing complaints about cemetery and crematoria operators policy (PDF, 239 KB).