Privacy policy

1. Who we are

Funerals Direct operates funeralsdirect.com.au, an independent Australian directory of funeral directors. References to "we", "us", and "our" mean the operator of the directory.

2. What we collect

Information you give us: when you request a quote or contact us, we collect your name, email address, phone number (if provided), location, service preferences, and any message you write.

Information collected automatically: IP address (approximate location only), browser type, device, pages viewed, and search queries. We use cookies as described in section 8.

Information from other sources: for listings, we compile publicly available business information including ABN registration, listed address, and listed services. Star ratings shown on director profiles are sourced from Google and reflect the director's publicly listed Google rating.

3. How we use your information

We use your information to:

• Send your request to the funeral director or directors you selected (up to three), send you a copy, and tell you if it could not be delivered
• Keep a record of each request (which director, when, and whether it was delivered) to run, secure and measure the service and to resolve any question from the director about a request
• Respond to your enquiries and provide customer support
• Improve the directory through analytics and aggregated usage data
• Maintain and update directory listings
• Send service-related communications (we will not send marketing emails without your explicit consent)

4. Who we share with

We share your information only with parties who help us deliver the service:

• Funeral directors you choose to contact. When you send a request, we send your details only to the funeral director you selected, or to each of up to three directors you chose in one request, so they can respond, and we send you a copy. We do not send it to another funeral director unless you choose them. If we cannot deliver it to the director, we tell you and do not pass your details to anyone else.
• Service providers. Hosting (Vercel), database (Supabase), and email delivery (Resend) process your data on our behalf under contractual obligations consistent with Australian privacy law. Funeral directors who buy a paid listing pay through Stripe, which processes their billing details; family details are never sent to Stripe.
• Legal authorities. Where required by law, court order, or to protect our legal rights.

We do not sell your personal information to third parties.

Family requests to a funeral director

When you send a request from a director's listing, your name, contact details, suburb, whether you are arranging now or planning ahead, your broad service preference and any message are sent to that funeral director so they can respond. Funerals Direct keeps a copy to deliver and manage the request. We will not send it to another director unless you choose them. We do not use your request for advertising, and we do not put it into analytics or marketing tools.

Notice version: family-notice-2026-10-01.

5. Where your data is stored

Your data is stored in secure cloud infrastructure provided by Supabase and Vercel. These providers may store data in data centres outside Australia (typically AWS US or EU regions). By using the service you consent to your data being processed in these locations under equivalent privacy protections.

6. How long we keep it

Quote requests and contact form submissions are retained for up to 24 months to support follow-up and resolve disputes. Technical analytics data is retained for up to 12 months. You can request deletion of your personal information at any time (see section 7).

7. Your rights under the Privacy Act

Under APP 12 and APP 13, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate information
• Request deletion of your information (subject to legal retention obligations)
• Withdraw consent for marketing communications at any time
• Lodge a complaint with us or with the Office of the Australian Information Commissioner (OAIC)

To exercise any of these rights, email privacy@funeralsdirect.com.au. We will respond within 30 days.

8. Cookies and tracking

We use essential cookies to make the site work (session, security). With your consent we may also use analytics cookies to understand how the site is used. Analytics cookies do not directly identify you. You can manage cookie preferences through your browser settings.

We also count actions on listings, like a call or website click, to see which listings families use. Each action is stored with a random identifier that lives only in your browser tab and is discarded when you close it. It is not linked to your name, phone number or email address.

When you arrive, we also record how the visit began: the page you landed on, the website you came from (for example a search engine), any campaign tag in the link, whether you accepted analytics cookies, your device type (mobile, tablet or desktop), browser family, and your country and state. We do not store your IP address with this information. We also count how far people get through the quote form (started, sent, or left unsent), without recording anything you type. This information is kept separate from your enquiry and is not linked to your name or contact details.

9. Children

The directory is intended for adults arranging funeral services. We do not knowingly collect personal information from people under 18. If you believe we have collected information from a minor, contact us and we will delete it.

10. Data security

We protect your information with industry-standard measures: encrypted connections (HTTPS), encrypted storage at the provider level, row-level security in our database, access controls for staff, and regular security reviews. No internet service is perfectly secure, but we work to reduce risk.

11. Complaints

If you believe we have breached the Australian Privacy Principles, please email us first at privacy@funeralsdirect.com.au. We will investigate and respond within 30 days.

If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner.

12. Changes to this policy

We may update this policy from time to time. The "as of" date at the top reflects the most recent change. We will not reduce your rights without your consent. For material changes, we will provide notice on the site.

13. Contact us

Privacy questions, requests, and complaints: privacy@funeralsdirect.com.au. General enquiries: hello@funeralsdirect.com.au.