TERMS & CONDITIONS
Important information about funeral arrangements, goods, services and payment terms
Proudly Independent. Personally Led.
Last updated: September 2026
These Terms & Conditions apply to funeral arrangements, goods and services provided or arranged by Keaveney Family Funerals (“Keaveney Family Funerals”, “we”, “us” or “our”).
By engaging Keaveney Family Funerals, accepting a quotation, signing a Funeral Service Agreement, authorising us to commence arrangements or making payment, you agree to these Terms & Conditions.
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any right, consumer guarantee or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable legislation.
1. Our Services
Keaveney Family Funerals provides and coordinates funeral services including cremation and burial arrangements, transfers, care of the deceased, funeral ceremonies and associated funeral goods and services.
Keaveney Family Funerals operates as an independent funeral director and may engage professional service providers to provide specialist services in connection with funeral arrangements.
Our current service arrangements include:
Personal Services Australia (PSA), operated by Fishbone Investments Pty Ltd — initial collection and transfer into care.
Macarthur Grange Crematorium, Smeaton Grange — mortuary accommodation, care and preparation. Macarthur Grange Crematorium is operated by Fishbone Investments Pty Ltd, which also operates Personal Services Australia.
Macarthur Grange Crematorium — ordinarily used for private cremation where cremation is selected, unless another crematorium is selected by the Applicant and confirmed as part of the funeral arrangements.
Other third-party providers may include cemeteries, crematoria, celebrants, clergy, florists, coffin suppliers, venues, transport providers and other specialist funeral service providers.
Regardless of the involvement of professional service providers, Keaveney Family Funerals remains the family’s primary point of contact and coordinates the funeral arrangements from the initial arrangement through to completion.
2. Authority to Make Funeral Arrangements
The person instructing Keaveney Family Funerals (“the Applicant”) represents that they are legally entitled, or otherwise properly authorised, to give instructions concerning the funeral and disposal of the deceased.
The Applicant must advise us immediately if there is any dispute regarding the right to control the funeral, cremation, burial or other lawful disposal of the deceased.
Where there is a dispute regarding authority, we may suspend arrangements until the dispute is resolved or satisfactory evidence of authority is provided.
Any reasonable costs for goods or services already supplied, ordered or incurred remain payable, subject to applicable law.
3. Information Provided to Us
The Applicant is responsible for providing complete and accurate information reasonably required to arrange the funeral and complete relevant documentation.
This may include information required for death registration, cremation or burial, medical and cremation certificates, cemetery documentation, funeral notices, transfer authorities and other government, medical or funeral-related requirements.
Keaveney Family Funerals is not responsible for errors resulting directly from inaccurate or incomplete information supplied to us, except to the extent that the error results from our own failure to exercise due care and skill or where liability cannot lawfully be excluded.
Where documentation subsequently requires correction because information supplied to us was inaccurate or incomplete, additional government or third-party charges may apply.
4. Quotations and Funeral Costs
Before entering into a funeral arrangement, we will provide an itemised quotation setting out the agreed goods and services and the total amount payable.
Unless otherwise stated, advertised prices and quotations include GST where applicable.
A quotation is based on the information available and the arrangements requested at the time it is prepared.
Changes requested after a quotation has been accepted may result in additional charges.
No material additional expense will be incurred without the Applicant’s approval where it is reasonably practicable for us to obtain that approval beforehand.
Our quotation should be read together with the applicable Funeral Service Agreement, Itemised Price List, Disclosure Statement and these Terms & Conditions.
Where there is an inconsistency relating to the goods and services selected for a particular funeral, the subsequently agreed written quotation and Funeral Service Agreement will govern the particular arrangement, subject to applicable law.
5. Package Prices
Where a funeral package is selected, only the goods and services specifically identified as included in that package are included in the advertised package price.
Optional upgrades, additional services, additional transfers, accommodation beyond the included period, cemetery or interment charges, additional venue costs and other goods or services not specifically identified as included may incur additional charges.
Where a package contains an allowance for a third-party service, such as venue hire or floral arrangements, any amount exceeding the stated allowance will be additional and disclosed before the relevant service is confirmed wherever reasonably practicable.
Current package and itemised pricing information should be read together with these Terms & Conditions and the written quotation provided for the funeral.
6. Third-Party Fees and Disbursements
Some funeral expenses are charged by independent third parties.
These may include crematorium fees, cemetery and interment fees, medical and cremation certificates, government charges and levies, official certificates, celebrants or clergy, flowers, funeral notices, venue or chapel hire, transport, mortuary services and other supplier charges.
Where a third-party fee is included in a quotation, it is based on the fee known to us at the time the quotation is prepared.
If a third-party charge changes before the relevant service is booked or an additional third-party service becomes necessary, we will advise the Applicant as soon as reasonably practicable.
Any material additional charge will require the Applicant’s approval before it is incurred wherever reasonably practicable.
7. Payment Terms
Unless otherwise agreed by us in writing, full payment is required by the payment date shown on the invoice and before the funeral service, cremation or burial takes place.
All professional fees, funeral goods, disbursements and third-party charges included in the funeral invoice must be paid by the payment date stated on the invoice.
Keaveney Family Funerals may require payment of certain disbursements or supplier charges before making or confirming bookings.
If payment is not received when due, we may postpone or decline to confirm services or bookings that have not already become legally or contractually committed, to the extent permitted by law.
This does not affect our obligations concerning the lawful, dignified and respectful care of the deceased.
Any additional goods or services requested and authorised after final payment will be invoiced separately.
8. Collection and Transfer Into Care
Keaveney Family Funerals can arrange collection and transfer into care 24 hours a day, 7 days a week.
Initial collection from the place of passing and transfer of your loved one into professional care is undertaken on our behalf by Personal Services Australia (PSA), operated by Fishbone Investments Pty Ltd.
Collection may be arranged from a hospital, aged care facility, private residence or other authorised location, subject to the circumstances of the death and applicable legal or coronial requirements.
The transfer included in a funeral package or quotation is subject to the geographical, timing and other conditions specified in that package or quotation.
Additional charges may apply for circumstances including:
transfers outside the geographical area included in the selected package or quotation;
additional or subsequent transfers;
difficult or restricted access;
bariatric transfers;
additional personnel or specialist equipment;
regional or interstate transfers;
public holiday or other applicable supplier surcharges; or
other circumstances requiring additional resources.
Where reasonably practicable, any additional charge will be discussed with and authorised by the Applicant before it is incurred.
9. Mortuary Accommodation, Care and Preparation
Following transfer into care, mortuary accommodation, care and preparation are provided at Macarthur Grange Crematorium, Smeaton Grange, operated by Fishbone Investments Pty Ltd and coordinated through Personal Services Australia.
Keaveney Family Funerals continues to coordinate the funeral arrangements and remains the family’s primary point of contact.
Professional mortuary care may include secure accommodation, refrigeration, preparation, dressing, presentation and other care appropriate to the funeral arrangements selected and authorised.
Accommodation for the period specified in the selected funeral package or quotation is included where stated.
Where accommodation beyond the included period becomes necessary, an additional charge may apply and will be disclosed where reasonably practicable before it is incurred.
10. Preparation, Presentation and Viewing
Preparation of the deceased will be undertaken according to the services selected, the family’s instructions and the condition of the deceased.
The Applicant acknowledges that illness, trauma, decomposition, post-mortem examination, medical procedures or other circumstances may affect the appearance or presentation of the deceased.
Where additional preparation is recommended, we will discuss the available options and any additional charge with the Applicant before undertaking additional chargeable work wherever reasonably practicable.
Where a viewing has been arranged, reasonable care and professional judgement will be exercised in preparing the deceased.
In some circumstances, the condition of the deceased may mean that viewing is not recommended or that additional preparation is required. Available options will be discussed sensitively and respectfully with the family.
11. Cremation
Where cremation is selected, it will ordinarily take place at Macarthur Grange Crematorium, Smeaton Grange.
Alternatively, another crematorium may be selected by the Applicant and confirmed as part of the funeral arrangements.
Keaveney Family Funerals coordinates the cremation arrangements and required documentation with the selected crematorium on behalf of the Applicant.
Cremation cannot proceed until all legally required documentation, certificates and authorities have been completed and accepted.
The Applicant is responsible for providing accurate information and completing all required authorisations.
Certain implanted devices, including pacemakers and other battery-powered or potentially hazardous implants, may be required to be removed before cremation in accordance with applicable crematorium requirements.
Where removal is required, any applicable charge will be disclosed unless already included in the selected funeral package or quotation.
Cremation is subject to the lawful operating procedures and requirements of the selected crematorium.
12. Cremated Remains
Following cremation, cremated remains will be handled respectfully and released in accordance with applicable requirements and authorised instructions.
Where Keaveney Family Funerals arranges collection of cremated remains from the crematorium, we will contact the Applicant to arrange collection, delivery or another agreed arrangement.
Cremated remains will only be released to the Applicant or another appropriately authorised person.
If cremated remains remain uncollected for an extended period, we will make reasonable attempts to contact the Applicant or other authorised person.
Any subsequent handling of uncollected cremated remains will be undertaken in accordance with applicable law, relevant crematorium requirements and any lawful written instructions provided to us.
13. Burial
Where burial is selected, arrangements are subject to the requirements, availability and fees of the selected cemetery.
Unless expressly identified as included in the funeral package or quotation, cemetery, grave and interment expenses are additional.
These may include the purchase of an interment right, grave opening and closing, interment fees, reopening fees, weekend or public holiday surcharges, grave digging or shoring, monumental work and other cemetery charges.
Where a government burial or interment levy is expressly included in a selected package or quotation, that levy is included to the extent specified.
Where an existing grave is to be used, the Applicant is responsible for ensuring that the appropriate interment rights, permissions and cemetery requirements can be satisfied.
We will assist with coordinating the required cemetery documentation and arrangements.
14. Coffins, Caskets, Urns and Funeral Merchandise
Coffins, caskets, urns, flowers and other funeral merchandise are subject to supplier availability.
If a selected product becomes unavailable, we will contact the Applicant and offer a reasonably comparable alternative.
Any material difference in price will be disclosed before the substitution is confirmed wherever reasonably practicable.
15. Personal Effects and Jewellery
The Applicant must advise us of jewellery, valuables or other significant personal items accompanying the deceased and provide instructions regarding those items.
Instructions concerning jewellery and significant personal effects may be recorded in the funeral arrangements or other written authority.
Items may be returned to the authorised family representative, placed with the deceased or dealt with according to other authorised instructions.
Any item placed in a coffin and subsequently cremated or buried generally cannot be recovered.
We recommend that valuable, sentimental or irreplaceable items be removed before cremation or burial unless the family specifically authorises them to remain with the deceased.
16. Changes to Funeral Arrangements
We understand that families may need to change funeral arrangements.
Changes should be communicated to Keaveney Family Funerals as soon as possible.
Changes may result in additional costs where additional goods or services are requested, suppliers impose amendment or cancellation charges, bookings must be changed, additional transfers are required or work has already been undertaken.
We will advise the Applicant of material additional charges before proceeding wherever reasonably practicable.
17. Cancellation
If funeral arrangements are cancelled, the Applicant may be responsible for reasonable charges relating to goods or services already supplied, work already undertaken, transfers completed, specially ordered or personalised goods and non-refundable third-party costs reasonably incurred in connection with the funeral arrangements.
Any amount refundable will be determined having regard to the services already provided, goods supplied or ordered, costs reasonably incurred and the Applicant’s rights under applicable law.
Nothing in this clause limits any right or remedy available under the Australian Consumer Law.
18. Funeral Dates, Times and Circumstances Beyond Our Control
We will make reasonable efforts to provide the funeral arrangements on the agreed date and at the agreed time.
Some circumstances may be outside our reasonable control, including coronial investigations, release of the deceased, medical documentation, government processing, crematorium or cemetery availability, severe weather, natural disasters, road closures, traffic disruption, government directions, industrial action, unexpected venue closure, interruption to utilities or transport, supplier availability and other extraordinary circumstances.
Where a delay or change occurs, we will communicate with the Applicant as soon as reasonably practicable and make reasonable efforts to provide an appropriate alternative and minimise disruption.
19. Celebrants, Clergy, Flowers and Other Service Providers
Where Keaveney Family Funerals arranges a celebrant, clergy member, musician, florist, venue, transport provider or other independent service provider, that provider may operate independently from Keaveney Family Funerals.
We will take reasonable care when selecting and coordinating these services but cannot guarantee matters genuinely outside our reasonable control.
Flowers and similar products are subject to seasonal and supplier availability. Where a particular flower, colour or variety is unavailable, an appropriate substitute of comparable character and value may be recommended.
Nothing in this section limits any responsibility Keaveney Family Funerals has under applicable law.
20. Photography, Recording, Livestreaming, Notices and Printed Material
Where photography, video recording or livestreaming is arranged, technical services may be provided by an independent provider or venue.
Internet connectivity, telecommunications interruptions, equipment failures and other technical issues may occur.
The Applicant is responsible for reviewing and approving funeral notices, printed material and other personalised content where approval is requested.
Once approved material has been printed, published or submitted to a third party, subsequent changes may result in additional charges.
Nothing in this section excludes any rights the Applicant may have under applicable consumer guarantees.
21. Privacy
Keaveney Family Funerals respects the privacy of the families we serve.
We collect personal information where reasonably necessary to arrange and conduct funerals, comply with legal requirements, register deaths and communicate with relevant service providers.
Information may need to be disclosed to organisations including government agencies, medical practitioners, hospitals and health services, coronial authorities, crematoria, cemeteries, mortuary facilities, Personal Services Australia, Macarthur Grange Crematorium and other suppliers involved in providing the funeral arrangements.
We will only use or disclose personal information as reasonably necessary to provide our services, comply with legal requirements, where authorised, or as otherwise permitted by law.
Further information about how we collect, use, disclose and protect personal information is contained in our Privacy Policy, available on our website.
22. Respectful Conduct
Keaveney Family Funerals is committed to providing families, contractors, service providers and members of the community with a safe and respectful environment.
Threatening, abusive, violent, discriminatory or unlawful behaviour towards us, our contractors or service providers will not be accepted.
We reserve the right to take reasonable measures necessary to protect the safety and wellbeing of those involved while continuing to ensure the deceased is treated lawfully, respectfully and with dignity.
23. Australian Consumer Law
Our goods and services are provided subject to the Australian Consumer Law.
Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Where applicable, services must be provided with due care and skill, be reasonably fit for any purpose made known to us and be supplied within a reasonable time where no time has been agreed.
Your rights under the Australian Consumer Law are in addition to any rights provided under these Terms & Conditions.
24. Liability
To the maximum extent permitted by law, Keaveney Family Funerals will not be responsible for loss arising solely from circumstances outside our reasonable control or directly from inaccurate information or instructions supplied to us.
Nothing in these Terms & Conditions excludes, restricts or modifies liability where doing so would be unlawful, including liability arising under applicable provisions of the Australian Consumer Law.
25. Complaints
We take concerns regarding our services seriously.
If you are dissatisfied with any aspect of the goods or services provided or arranged by Keaveney Family Funerals, please contact us as soon as possible so that we have an opportunity to investigate and respond.
Complaints may be directed to:
Email: care@
We will endeavour to address complaints respectfully, fairly and promptly.
Nothing in our complaints process limits your right to contact NSW Fair Trading or exercise any other right or remedy available to you.
26. Website Information
We take reasonable care to ensure information published on our website is accurate and current.
Funeral prices, third-party charges, product availability and other information may change from time to time.
The itemised quotation provided for a particular funeral will confirm the goods and services selected and the amount payable.
Where there is an inconsistency between general website information and a subsequently agreed written funeral quotation or Funeral Service Agreement, the subsequently agreed written document will govern the particular funeral arrangement, subject to applicable law.
27. Changes to These Terms & Conditions
We may update these Terms & Conditions from time to time.
The version applicable to a funeral arrangement will ordinarily be the version made available when the funeral arrangement is entered into, unless a change is required by law or otherwise agreed with the Applicant.
The current version will be available on our website.
28. Governing Law
These Terms & Conditions are governed by the laws of New South Wales, Australia.
The parties submit to the jurisdiction of the courts and tribunals having jurisdiction in New South Wales, subject to any rights available under applicable Australian law.
Contact Us
If you have questions about these Terms & Conditions or your funeral arrangements, please contact:
Keaveney Family Funerals
Operated by Ciaran Brendan Keaveney, Sole Trader
ABN 33 523 525 081
Wollongong, New South Wales
Email: care@
Proudly Independent. Personally Led.