Families refunded after funeral price gouging claims in KZN

Grieving families, who lodged complaints against three Durban-based funeral parlours, have received refunds or had their complaints resolved after an investigation by the KZN Department of Economic Development, Tourism and Environmental Affairs (EDTEA).

On Monday, EDTEA MEC, Ravi Pillay, during a consumer rights awareness campaign, revealed that some members of the public, who had lodged complaints of alleged price gouging by the funeral industry, have now been refunded. The department investigated 13 complaints against three Durban-based funeral parlours.

Nine of these complaints were against one funeral parlour. The main allegation was that the funeral parlours had inflated prices of funeral products and charged exorbitant Covid-19 ‘handling fees’.

There were also complaints that funeral policies were disregarded and that grieving families were made to pay additional fees without being given adequate information.

“Following our investigation and mediation processes, there has been progress on these cases. The funeral parlour facing nine complaints has since made offers to the complainants. These offers included discounts and refunds on Covid handling costs. The second funeral parlour, which had been facing three complaints, refunded one complainant in full and resolved the other two complaints with the complainants concerned. The third business also resolved the matter with the sole complainant against the business and the complaint was withdrawn,” he explained.

The department has since shared its findings and recommendations with the National Consumer Commission.

“We will continue to monitor the situation and call on anyone, who may have fallen victim to this, to come forward with information. We also warn funeral businesses not to engage in unscrupulous conduct as they may suffer reputational damage,” said Pillay.