Privacy Policy

Gentle Way Funerals Mackay Pty Ltd (“Gentle Way Funerals Mackay”, “we”, “our”, or “us”) is committed to protecting your privacy and handling personal information in a responsible and transparent manner.

When collecting, using, storing and disclosing personal information (including sensitive information), we comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and any applicable privacy regulations.

This Privacy Policy explains:

• Acceptance of this Privacy Policy
• The types of information we collect
• Why we collect personal information and how we use it
• Direct marketing communications
• Security of personal information
• Accessing and correcting personal information
• Privacy complaints
• How to contact us
• Changes to this Privacy Policy

Acceptance of this Privacy Policy

By providing personal information to us, clients and family members acknowledge that they have read and accepted the terms of this Privacy Policy and consent to the collection, use and disclosure of their personal information in accordance with this Policy.

The Types of Information We Collect

To provide funeral services and related arrangements, it is necessary for us to collect personal information relating to both the deceased person and their family or authorised representatives.

Information we may collect includes (but is not limited to):

• Full names
• Dates and places of birth
• Residential and postal addresses
• Occupation and employer details
• Telephone and mobile numbers
• Email addresses
• Next of kin information
• Financial information including bank account or credit card details where required for payment
• Information required for legal documentation associated with funeral arrangements
• Any other information necessary to provide our services

We may collect personal information when you:

• complete forms or applications;
• enter into an agreement with us;
• speak with us by telephone;
• email us;
• correspond with us in writing;
• visit our office;
• visit our website;
• attend one of our facilities; or
• otherwise interact with us.

Where appropriate, personal information may also be collected through CCTV security systems located within our premises or through recordings of telephone conversations where permitted by law.

You are generally under no obligation to provide personal information. However, if you choose not to provide information requested by us, we may be unable to provide some or all of our services.

Why We Collect Personal Information

We collect personal information so we can:

• arrange and conduct funeral services;
• prepare legal and regulatory documentation;
• coordinate cremation, burial or memorial services;
• communicate with family members and authorised representatives;
• process payments;
• comply with legal obligations;
• administer our business; and
• provide ongoing customer support where required.

To deliver our services, we may need to disclose relevant personal information to trusted third-party service providers including:

• cemeteries;
• crematoria;
• celebrants;
• clergy;
• florists;
• monumental masons;
• transport providers;
• memorial suppliers;
• government departments;
• hospitals;
• aged care facilities;
• medical practitioners; and
• other organisations directly involved in providing funeral services.

Where personal information is shared with third parties, it is provided only for the purposes of delivering agreed services or where authorised or required by law.

Where international repatriation or the return of remains overseas is arranged, we may also be required to provide relevant personal information to funeral service providers or government authorities in the destination country.

Direct Marketing

From time to time, Gentle Way Funerals Mackay may contact clients regarding services, memorial options or other information we believe may be relevant or beneficial.

Following a funeral service, we may also invite families to complete a customer satisfaction survey to help us continually improve our services.

Where appropriate, we may send anniversary remembrance cards or other commemorative communications that we believe may provide comfort to families.

If you no longer wish to receive these communications, you may contact us at any time and request to opt out.

Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Personal information is accessible only to authorised personnel who require access to perform their duties and who are required to maintain confidentiality.

While no method of electronic storage or transmission can be guaranteed to be completely secure, we implement appropriate physical, electronic and administrative safeguards to protect personal information.

If we become aware of a data breach involving personal information, we will respond in accordance with the Notifiable Data Breaches Scheme under the Privacy Act 1988 (Cth).

Where required, affected individuals and the Office of the Australian Information Commissioner (OAIC) will be notified.

Accessing and Correcting Personal Information

We take reasonable steps to ensure that the personal information we collect is accurate, current and complete.

You have the right to request access to the personal information we hold about you and to request correction of any inaccurate, incomplete or outdated information.

Requests should be made by contacting our Privacy Officer using the details below.

In some circumstances, we may charge a reasonable administrative fee for providing access to personal information. If applicable, you will be advised of any costs before your request is processed.

Privacy Complaints

If you have concerns regarding the way your personal information has been collected, handled or disclosed, please contact our Privacy Officer.

We will investigate your complaint and endeavour to respond promptly.

If you are not satisfied with our response, you may lodge a complaint with:

Contact Us

If you have any questions regarding this Privacy Policy or wish to make a privacy enquiry, request access to personal information or lodge a complaint, please contact:

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in legislation, business practices or our services.

The current version of this Privacy Policy will always be available on our website at gwfunerals.com.au.

Last updated July 2026.