Funeral director says rules are too lax to start a business

By Gabrielle Becerra Mellet

ABC South West WA

Topic: Funerals and Memorial Services

Tuesday, June 2, 2026, at 9:44 am

Kerry Collard had a bad experience with a funeral service. She tried to complain, but many authorities did not help her.

In short:

Kerry Collard says the funeral company did not take good care of her daughter's body.

When she tried to complain, many authorities turned her away.

What's next?

Kerry Collard's experience has led to calls for more regulation of the funeral industry.

Kerry Collard's world changed when her daughter Jessica died.

This story has some disturbing descriptions and images of a person who has died, used with the family's permission.

Jessica Collard Horan was 39 years old when she died in a car accident, leaving behind four children.

Kerry Collard used a funeral director in a regional area, which we will not name.

The funeral company did not treat Jessica's body with respect, according to Kerry Collard.

Kerry Collard tried to complain, but many authorities did not help her.

Jessica Collard Horan died in a car accident this year.

Kerry Collard said, 'Everybody I went to wouldn't help. There was nothing I could do.'

The family wanted to see Jessica's body, but the funeral company said no at first.

After the funeral company got Jessica's body, Kerry Collard asked to see her and dress her many times over six days.

The funeral company said no because Jessica's body was in bad shape.

The family saw Jessica's body on January 30, and Kerry Collard was shocked.

Kerry Collard said Jessica's body was not treated well, her hair was messy, and her wounds were not fixed.

Kerry Collard said, 'Her hair was very important to me because it was her pride and joy.'

Kerry Collard said, 'I didn't recognize her.'

The funeral company said Jessica's body was with the coroner for 11 days before they got it.

The funeral company said they took good care of Jessica's body, but the family saw her before they were finished.

Kerry Collard said the funeral company did not treat Jessica with respect.

Findings of 'unacceptable' care

Kerry Collard stopped using the first funeral company and took Jessica's body to another one.

The second funeral company made a report about Jessica's body, which we saw.

The report said Jessica's hair was very messy and had glass, sticks, dirt, and ants in it.

The report said Jessica's body was covered in blood, her mouth was open, and her nose was not fixed.

The report said the funeral company did not prepare or clean Jessica's body before the family saw her.

Kerry Collard made many complaints to different authorities about the service.

When Kerry Collard asked for a refund, the consumer protection agency said the funeral company would not give her money back.

The funeral company said they could not give a refund because they had already done some work.

The funeral company said they understand how hard it is to lose a loved one and take their job very seriously.

The funeral company said they worked with the consumer protection agency, which looked into the matter and closed the case.

An 'unregulated' industry

Kerry Collard also complained to the cemetery board, but they said they could not help her.

Funeral directors in Western Australia are licensed by the cemetery where they want to work.

When Kerry Collard took her complaint to the city cemetery board, they said they could not help her because it was outside their area.

Many people have been concerned about the lack of regulation in the funeral industry for a long time.

Funeral directors can join national groups, which have their own rules and ethics.

The rules for the funeral industry are different in each state.

The president of Funerals Australia, Asha Dooley, said it is easy to become a funeral director in some states.

Asha Dooley said new people are starting funeral businesses all the time, and some big companies have no experience.

Asha Dooley said you can start a funeral business quickly, even from your home.

Asha Dooley said people can become funeral directors with little to no experience.

Asha Dooley wants to see national rules for the funeral industry.

Asha Dooley said every person who takes care of a dead body should be registered.

Asha Dooley said funeral directors should have some basic training before they can work with families.

Tuesday, June 2, 2026, at 9:44 am

Tuesday, June 2, 2026, at 9:45 am

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