Privacy Policy

Overview

This Privacy Policy applies to personal information handled by Cairns Funeral Directors Holdings Pty Limited (ABN: 51 660 838 522), trading as Cairns Funeral Directors.

In this Privacy Policy, “Cairns Funeral Directors”, “we”, “us” and “our” refer to Cairns Funeral Directors Holdings Pty Limited trading as Cairns Funeral Directors.

We respect your privacy and are committed to handling personal information carefully, respectfully and securely. We recognise that families who engage with us may be experiencing a sensitive and difficult time, and we treat personal information with the care that context requires.

This Privacy Policy explains how we collect, use, store and disclose personal information when you use our website, interact with our website chatbot, contact us, arrange funeral services, make enquiries, submit a website contact enquiry or make payments through the website.

We are committed to complying with the Privacy Act 1988 and the Australian Privacy Principles where they apply.

What Personal Information We Collect

The personal information we collect will depend on how you interact with us and the services you request.

We may collect personal information including:

– Your name;
– Address;
– Phone number;
– Email address;
– Relationship to the deceased or family;
– Invoice and payment details;
– Service enquiry details;
– Funeral arrangement information;
– Booking or appointment details;
– Information you provide through our website chatbot, contact enquiry form or other website communication tools;
– Feedback, enquiries or complaints;
– Information required to arrange or provide funeral services; and
– Any other information you choose to provide to us.

In the course of providing funeral services, we may also collect information relating to a deceased person, family members, next of kin, authorised representatives, service preferences, cultural or religious requirements, memorial details and other sensitive or personal information necessary to provide compassionate and appropriate funeral care.

How We Collect Personal Information

We usually collect personal information directly from you when you:

– Contact us by phone, email, in person or through our website;
– Submit an enquiry through our website contact form;
– Provide information through our website chatbot or other website communication tools;
– Request information about our services;
– Arrange a funeral service or appointment;
– Request a quote or invoice;
– Make an online payment;
– Provide feedback or make a complaint; or
– Otherwise communicate with Cairns Funeral Directors.

We may also collect information from authorised family members, representatives, medical professionals, government agencies, celebrants, clergy, cemeteries, crematoriums, suppliers or other third parties where this is necessary to provide funeral services or complete required arrangements.

Why We Collect Personal Information

Cairns Funeral Directors collects personal information for purposes including:

– Responding to enquiries;
– Arranging and providing funeral services;
– Preparing quotes, invoices and service documentation;
– Managing bookings and appointments;
– Processing payments;
– Confirming payment and account details;
– Communicating with families and authorised representatives;
– Coordinating with cemeteries, crematoriums, celebrants, clergy, florists, printers, transport providers and other service providers;
– Meeting legal, regulatory and administrative requirements;
– Maintaining business records;
– Improving our services and website;
– Responding to feedback, complaints or disputes; and
– Protecting against fraud, unauthorised transactions or misuse of our services.

We will only collect information that is reasonably necessary for our business functions and the services we provide.

Online Payments and BPOINT

Cairns Funeral Directors uses the Commonwealth Bank of Australia’s BPOINT online payment facility to process online invoice payments.

When you make a payment through BPOINT, you may be asked to provide payment-related information, such as your invoice number, payment reference, contact details, payment amount and card or payment details.

Payment card details entered through the BPOINT payment facility are processed by BPOINT and/or the Commonwealth Bank of Australia. Cairns Funeral Directors does not intend to store full credit card or debit card details submitted through the BPOINT online payment facility.

Information relating to your payment may be used by Cairns Funeral Directors to identify, allocate and reconcile your payment against your invoice or account.

You should also review any privacy terms provided by the Commonwealth Bank of Australia or BPOINT when using the online payment facility.

Website Chatbot

Our website includes an AI chatbot or automated chat function to assist with general enquiries and help direct users to relevant information.

Information you provide through the chatbot may be collected, stored, reviewed or used to respond to your enquiry, improve our services, maintain website functionality and follow up where appropriate.

Please do not enter sensitive personal information into the chatbot unless it is necessary for your enquiry. For urgent, detailed or sensitive funeral arrangement matters, please contact Cairns Funeral Directors directly by phone.

Website Analytics and Cookies

When you visit our website, some technical information may be collected automatically, such as your browser type, device information, IP address, pages visited and the time and date of your visit.

We may use website analytics tools to understand how visitors interact with our website, improve website functionality and enhance the user experience. These tools may collect information about website interactions, such as page views, clicks, scrolling behaviour and general usage patterns.

Website analytics tools may use cookies or similar technologies to help provide analytics and usage insights. You can adjust your browser settings to refuse cookies, however some parts of the website may not operate as intended if cookies are disabled.

How We Use and Disclose Personal Information

Cairns Funeral Directors may use or disclose personal information for the purposes for which it was collected, for related business purposes, where you have consented, or where required or authorised by law.

We may disclose relevant personal information to:

– Employees and authorised representatives of Cairns Funeral Directors;
– Related business entities where necessary for administration or service delivery;
– Cemeteries, crematoriums and funeral venues;
– Celebrants, clergy or service leaders;
– Florists, printers, audiovisual providers, catering providers and other service suppliers;
– Doctors, hospitals, aged care facilities or government agencies where required for funeral arrangements;
– Payment providers, banks and financial institutions;
– IT, website, analytics, hosting and administration service providers;
– Professional advisers, insurers or legal representatives; and
– Regulators, government bodies or law enforcement agencies where required by law.

We will not sell your personal information.

Overseas Disclosure

Cairns Funeral Directors is not aware of any regular disclosure of personal information to overseas recipients.

However, some third-party technology, website, email, hosting or payment service providers may store or process information using systems located outside Australia. Where this occurs, Cairns Funeral Directors will take reasonable steps to ensure personal information is handled securely and in accordance with applicable privacy laws.

Sensitive Information

Due to the nature of funeral services, Cairns Funeral Directors may collect sensitive information where it is necessary to arrange or provide services. This may include information about cultural, religious or ceremonial preferences, family circumstances or other sensitive matters relevant to the funeral arrangement.

We will handle sensitive information with care and only collect, use or disclose it where necessary, where you have consented, or where otherwise permitted by law.

Security

Cairns Funeral Directors takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

We may store information in physical records, electronic systems, email systems, website platforms, accounting systems or other secure business systems.

While we take reasonable steps to protect personal information, no method of electronic transmission or storage is completely secure. If you have concerns about sending information electronically, please contact us to discuss another suitable method.

Access and Correction

You may request access to personal information Cairns Funeral Directors holds about you.

You may also ask us to correct personal information if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.

To request access or correction, please contact us. We may need to verify your identity before responding to your request.

Retention of Personal Information

Cairns Funeral Directors will retain personal information for as long as necessary for the purposes for which it was collected, including to provide services, maintain business records, comply with legal obligations, resolve disputes and meet accounting or administrative requirements.

When personal information is no longer required, we will take reasonable steps to securely destroy or de-identify it, unless we are required or permitted by law to retain it.

Other Websites

Our website contains links to third-party websites, including payment providers and other service providers.

Cairns Funeral Directors is not responsible for the privacy practices, security or content of third-party websites. You should review the privacy policies of those websites before providing personal information.

Complaints

If you have a concern or complaint about how Cairns Funeral Directors has handled your personal information, please contact us.

We will review your complaint and respond within a reasonable timeframe.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) for further information or to make a privacy complaint.

Changes to This Privacy Policy

Cairns Funeral Directors may update this Privacy Policy from time to time. Any changes will be published on this website with an updated “Last Updated” date.

You should review this page periodically to ensure you are aware of the current Privacy Policy.

Contact Us

If you have any questions about this Privacy Policy or would like to request access to or correction of your personal information, please contact Cairns Funeral Directors using the contact details listed on this website.

Last Updated: 23 June 2026