A NSW Government website

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.

If your matter is urgent please contact Cemeteries & Crematoria NSW immediately by:

Phone: 02 9842 8473


Email: [email protected]

What is the role of CCNSW?

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.

What to do if you have a complaint or enquiry?

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, you can view the fact sheet; What is the difference between a cemetery operator and a funeral director (PDF, 85 KB) which may help you to understand where best to direct your complaint. If you remain unsure as to which agency to lodge your complaint with, please contact CCNSW (contact details are below) and we can assist you.

How to lodge a complaint or make an enquiry

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 lodge a complaint or make an enquiry. You can:

If you are using the web page online form or email, please 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; and 
  • the action or outcome you are seeking.

Please 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, please contact NSW Fair Trading on 13 32 20 or via their online complaints system at Make a Complaint.

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

Arabic - عربي

تقديم شكوى أو استفسار إلى مؤسسة المقابر ومحارق الجثث في نيو ساوث ويلز (CCNSW) (PDF, 219 KB)

Chinese Simplified - 简体中文

Chinese Traditional - 繁體中文

Greek - Ελληνικά

Korean - 한국어

Vietnamese - Tiếng Việt


More information on how CCNSW manages complaints

For more information on our approach to managing complaints, download and view the policy:

Gore Hill Cemetery - old weathered headstones surrounded by overgrown yellow wildflowers

Lodge a complaint.

Angel on a tombstone with yellow flowers

Ask a question.

Contact Us

Cemeteries & Crematoria NSW, 4 Parramatta Square, Parramatta, NSW 2124

Mail address: Locked Bag 5022, Parramatta, NSW 2124

Email: [email protected]

Phone: 02 9842 8473