Terms and Conditions

We are always interested in feedback, both good and bad. 99% of our feedback is very positive, but we actually learn more about how to improve our services from receiving constructive criticism, and we welcome this as it helps us to maintain our high standards. 

In accordance with the Funeral Act 2006, if you have any comments of complaints, please contact our General Manager on 9489 8711 or info@ravensfunerals.com.au.  Download NFDA's Complaints Procedure for more information.

We will acknowledge receipt of your complaint within 48 business hours but may require two or three weeks to investigate.  A full response will be made in writing.

Should our response seem unsatisfactory, then you can choose to follow up with the national secretary of the NFDA (secretary@nfda.com.au), or with Consumer Affairs Victoria.  

Lonergan & Raven Funerals (Abraxa Group Pty Ltd) has a health and safety responsibility to minimise the likelihood of infectious disease transmission in the workplace. Since the beginning of the pandemic, we have implemented a number of measures, including face masks indoors, physical distancing, extra cleaning, working from home, etc. with the aim of keeping staff and visitors safe and minimising the spread of COVID-19.

In 2021 the State Government issued public health directions requiring Authorised Workers, including those in the funeral industry, to be vaccinated against COVID-19 or have a valid proof of medical exemption.

We confirm that we collect, record, and hold vaccination information about all our staff, and comply with this mandate.

We are committed to ensuring the health and safety of all.

Lonergan & Raven Funerals take all responsible care in our delivery of all funeral arrangements and services, however collaboration with third parties is a necessary part of the service we provide. Every effort will be made by us to resolve any issues that arise as a result, such as technology failure or errors that occur directly from third parties such as caterers, florists, cemeteries, livestream providers, etc.

Lonergan & Raven Funerals does not accept responsibility for unreasonable claims in relation to any emotional, psychological or physical distress (or resultant loss or damage) which a client may experience as a result of the third party services requested.

Lonergan & Raven is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at https://www.oaic.gov.au/.

What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect includes names, addresses, email addresses, phone numbers, birthdates, and gender.

This Personal Information is obtained in many ways including interviews, correspondence, by telephone and email, application forms, and from third parties.

We collect your Personal Information for the primary purpose of providing our services to you. This includes identifying the purchasers and beneficiaries of funeral services and arranging the logistics of a funeral with cemeteries, churches, florists, print providers, medical practitioners, etc. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure.

When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

Sensitive Information

Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.

Sensitive information will be used by us only:

• For the primary purpose for which it was obtained

• For a secondary purpose that is directly related to the primary purpose

• With your consent; or where required or authorised by law.

Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties such as medical practitioners or state/government bodies. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

Disclosure of Personal Information

Your Personal Information may be disclosed in a number of circumstances including the following:

• Third parties where you consent to the use or disclosure, such as cemetery personnel, churches & clergy, coroners, medical practitioners, florists, etc.; and

• Where required or authorised by law.

Security of Personal Information

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years. Personal information for pre-need arrangements is stored until the need for a service and then for an additional 7 years after date of passing. Client files are stored securely electronically and as hard copies for future access to reference relevant information regarding genealogy, proof of death certification, and burial plot details. If following the 7 year period you wish to have your personal information removed from our records please inform us and it will be destroyed promptly.

Access to your Personal Information

You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.

Lonergan & Raven will not charge any fee for your access request.

In order to protect your Personal Information we may require identification from you before releasing the requested information.

Maintaining the Quality of your Personal Information

It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

Policy Updates

This Policy may change from time to time and is available on our website.