Our Privacy Policy

Privacy Policy

Natural Grace is committed to protecting the privacy and confidentiality of the personal information we collect and handle in the course of providing funeral services. This Privacy Policy outlines how we manage personal information in accordance with the Privacy Act 1988 (Cth), the Privacy Amendment (Enhancing Privacy Protection) Act 2012, the Australian Privacy Principles (APPs), the Health Records Act 2001 (Vic), and relevant State and Territory legislation.

This policy depicts how we collect, use and disclose personal information and health, how one may access information, and correct any information. This policy also explains how to make a complaint regarding a breach in the privacy policy or legislation.

Collection of Personal and Health Information

We collect personal and health information from individuals and families to facilitate funeral arrangements and provide related services. This information may include:

  • Name, address, date of birth, sex, gender, and other relevant details.
  • Contact details of the deceased and their next of kin.
  • Health information relevant to funeral arrangements.
  • Payment and billing information.

We collect personal and health information directly from individuals, their representatives or family, however, we may collect information from other sources such as hospitals, coroner and relevant providers. We only collect information that is necessary for the purposes of providing our services.

We collect information in various ways, including, over the phone, in writing, in person or via the internet.

Use and Disclosure of Personal and Health Information

Personal and health information collected by Natural Grace is used for the purpose of arranging and conducting funeral services, including:

  • Contacting family members and next of kin.
  • Coordinating with relevant authorities and service providers.
  • Handling payment and billing.
  • Complying with legal and regulatory requirements.

We do not disclose personal and health information to third parties unless it is necessary for the provision of our services, required by law, or with the individual’s consent.

We may disclose information to outside contractors to carry out activities on our behalf. We impose strict security and confidentiality requirements on how this information is handled.

Data Security

We take reasonable steps to protect personal and health information from misuse, loss, unauthorised access, modification, or disclosure. This includes implementing security measures such as encryption, access controls, and staff training.

Access and Correction

Individuals have the right to access the personal and health information we hold and to request corrections if it is inaccurate, incomplete, or out-of-date. Requests for access or correction should be made in writing to our Privacy Officer using the contact details provided below. We may deny access to personal information in certain circumstances permitted by law. We will advise why access has been denied and any options there are to respond to our decision.

Data Retention and Disposal

We retain personal and health information for as long as necessary to fulfill the purposes for which it was collected, including any legal or regulatory requirements. When personal and health information is no longer needed, it is securely disposed.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. Any updates will be posted on our website, and we encourage you to review this Policy periodically.

Acceptance of Privacy Policy

By submitting personal and health information to us, clients confirm their acceptance of the terms of this Privacy Policy and consent to the use of their personal and health information in the manner set out in this Privacy Policy. Clients acknowledge that it is their responsibility to review this Privacy Policy periodically and to stay informed about any updates or changes. If clients do not agree with any aspect of this Privacy Policy, they should refrain from providing personal information to us.


If you have a complaint regarding the privacy of personal and health information, we request contact in writing to the Privacy Officer listed below. Upon receipt of a complaint, Natural Grace will consider the details and attempt to resolve it within 14 business days. If you are dissatisfied with our handling of a complaint, or the outcome, you may make an application to the Australian Information Commissioner or the Privacy Commissioner in your State or Territory.

Overseas Transfer of Data

We will not transfer your personal information to an overseas recipient unless we have your consent, or we are required to do so by law.

Contact Us

If you have any questions or concerns about our Privacy Policy or the handling of your personal information, please contact our Privacy Officer:

Catherine Petropoulos
Natural Grace
65 Urquhart Street, Woodend
1300 008 037