Privacy Policy

1. Scope

1.1 Application

This Privacy Policy applies to all of our operations and services, including funeral and memorial arrangement services.

1.2 Definition of Personal Information

“Personal Information” has the meaning given to it under the Privacy Act. In general, it includes any information or opinion about an identified individual or an individual who is reasonably identifiable.

1.3 Sensitive Information

Where we collect “Sensitive Information” (e.g., information related to religious preferences, health matters, etc.), we will do so in compliance with the Privacy Act and only for purposes related to the services we provide or where otherwise permitted by law.

2. Collection of Personal Information

2.1 Information We Collect

We may collect the following types of Personal Information:

• Contact details: Name, address, telephone number, and email address.
• Identification details: Date of birth, proof of identity if required.
• Information about the deceased: Name, date of birth, next of kin, and any other details required for funeral arrangements.
• Financial information: Bank account or credit card details for payment of services.
• Sensitive Information: Religious or cultural preferences, health or medical information as necessary for funeral or memorial services.

2.2 How We Collect Information

We may collect Personal Information:

• Directly from you: In person, via telephone, email, online forms, or other direct interactions.
• From third parties: Such as next of kin, medical personnel, or government authorities when they provide information on your behalf.
• Automatically: Through cookies and website analytics when you visit our website (see Section 8).

2.3 Anonymity and Pseudonymity

You may request to interact with us anonymously or under a pseudonym where it is practicable. However, we may be unable to provide certain services without verifying your identity or collecting Personal Information necessary for legal or practical requirements.

3. Use of Personal Information

3.1 Primary Purposes

We use Personal Information primarily for:

• Provision of services: Facilitating funeral and memorial arrangements, including liaising with cemeteries, crematoria, and other service providers.
• Administrative purposes: Managing invoices, payments, and internal records.
• Communication: Providing information about our services, responding to inquiries, and updating clients on service arrangements.
• Legal compliance: Meeting legal and regulatory obligations, such as reporting to government authorities.

3.2 Direct Marketing

In the future, we may use personal information to develop, identify and offer products and services that may be of interest to clients. Such information will only be sent if consent has been given as part of the initial application process.

• Customer Satisfaction Surveys: Approximately two weeks after a funeral ceremony or the arrangement of a memorial, a client may receive a customer satisfaction survey. This feedback helps us measure, manage, and improve our services.
• Opting Out: If at any time a client chooses not to receive any future communications about our products or services, they can opt out by contacting our Privacy Officer using the details in Section 10.

4. Disclosure of Personal Information

4.1 Third-Party Disclosure

We may disclose your Personal Information to:

• Service providers: Florists, caterers, cemeteries, crematoria, or memorial providers involved in funeral arrangements.
• Government authorities: Including coroner’s offices or registries of births, deaths, and marriages when required by law.
• Professional advisers: Lawyers, accountants, and insurers for the purpose of obtaining professional advice or fulfilling contractual obligations.

4.2 Overseas Disclosure

In limited circumstances, we may disclose Personal Information to overseas recipients (e.g., if a funeral service or memorial arrangement involves overseas stakeholders). We will take all reasonable steps to ensure such recipients comply with privacy obligations consistent with the APPs.

5. Data Quality and Security

5.1 Data Accuracy

We take reasonable steps to ensure that the Personal Information we hold is accurate, complete, and up to date. We encourage you to notify us of any changes to your details.

5.2 Security Measures

Consistent with our commitment to protecting personal information, we make all reasonable endeavours to protect such information securely against unauthorized access, use, modification, or disclosure. Client information will be recorded, amended, and used only by authorized personnel who are instructed to keep your information confidential.

We take care to ensure that the personal information you give us is protected. For example, all systems we use to digitally store and process your personal information to service your needs have electronic security systems in place, including the use of firewalls, user identifiers, passwords, or other access codes to control access to your personal information.

These digital security measures are augmented with document storage security policies, security measures for systems access, providing a discreet environment for confidential discussions, only allowing access to personal information where the individual seeking access has satisfied our identification requirements, and access control for our buildings and sensitive infrastructure.

Should there be a suspected breach of data containing personal information, we will, consistent with our obligations under the Notifiable Data Breaches Scheme set out in the Privacy Act 1988, immediately conduct an assessment to determine whether the breach is likely to result in serious harm to any individual affected. If there is a likelihood of serious harm, we will notify affected individuals and include recommendations on what steps individuals can take in response to the breach. We will also notify the Australian Information Commissioner.

6. Access to and Correction of Personal Information

6.1 Access Requests

You have the right to request access to the Personal Information we hold about you. To do so, please contact us (see Section 10). We may require proof of identity before providing access. If we refuse access under any lawful exception, we will provide written reasons for the refusal.

6.2 Correction

If you believe any Personal Information we hold about you is incorrect, incomplete, or out of date, you may request that we correct it. We will take all reasonable steps to correct the information promptly.

7. Sensitive Information

7.1 Collection and Handling

We will only collect Sensitive Information when it is reasonably necessary for our functions or activities, and where we have obtained your consent or are otherwise permitted by law.

7.2 Purpose

Sensitive Information may be collected to respect cultural, religious, or health-related requirements for funeral or memorial services.

8. Website Usage and Cookies

8.1 Cookies

To improve your experience on our websites, we may use “cookies.” A cookie is a small text file that our websites may place on your device to remember your preferences. You can configure your browser to refuse cookies or to alert you when they are being used; however, this may limit the full functionality of our websites.

8.2 Analytics and Remarketing

Our websites use analytics software (e.g., Adobe Analytics, Google Analytics) to gather and store data related to website traffic. The analytics software does not identify individual users or associate your IP address with third-party data sources. We use website traffic data to understand usage and improve user experience.

In particular, we use cookies and website data in relation to remarketing activities. Remarketing involves using limited first-party and third-party data to serve advertisements to users who have previously shown an interest in our products and services.

8.3 Opting Out of Analytics

You can opt out of certain analytics tools by disabling or refusing cookies or using the opt-out services provided by:

• Opt-Out of Adobe Analytics
• Opt-Out of Google Analytics

8.4 Third-Party Links

Our website may contain links to external sites. We are not responsible for the content or privacy practices of such sites. We recommend reviewing the privacy policies of any external websites you visit before disclosing your Personal Information.

9. Changes to this Privacy Policy

We reserve the right to update or modify this Privacy Policy from time to time to reflect changes in our practices or legal obligations. Any amendments will be posted on our website and will take effect upon posting. We encourage you to periodically review this Privacy Policy to stay informed of any updates.

10. Contact Us

If you have any questions, concerns, or wish to opt out of direct marketing or other communications, please contact us at:

Farewells Australia Pty Ltd

ABN 72 661 543 737

Privacy Officer

Email: privacy@farewells.com.au

Telephone: 1800805601

Address: 285E Pennant Hill Road Carlingford NSW 2118

We will respond to your inquiries or complaints promptly. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au or by telephone at 1300 363 992.