Divinity Cremation Services (“Divinity Cremations”)

Last updated: 7 July 2026

1. About this Privacy Policy

Divinity Cremation Services (ABN 75 251 865 833) (“Divinity Cremations”, “we”, “us” or “our”) provides cremation and related funeral services across Sydney, the Central Coast, Newcastle, Wollongong, Nowra and the Southern Highlands.

We understand that we are entrusted with personal information at one of the most difficult times in a family’s life, and we are committed to handling that information with care, respect and discretion. This Privacy Policy explains how we collect, hold, use and disclose personal information in accordance with the Privacy Act 1988 (Cth) (“Privacy Act”) and the Australian Privacy Principles (APPs).

This policy applies to personal information collected through our website at www.divinitycremation.com.au (the “website”), by telephone, by email, in person, and in the course of providing our services.

2. Personal information we collect

The kinds of personal information we collect depend on how you interact with us and the services you require. It may include:

Your contact details – your name, phone number, email address and postal or residential address, including information you provide through the enquiry and quote form on our website (first name, last name, phone number, email and your message).
Information about the deceased – the full name, date of birth, residential address, date and place of death, marital status, occupation, family details and other information required to arrange the cremation and to register the death, together with medical certificates and related documentation.
Next of kin and authorised representative details – the identity and contact details of the next of kin, executor or other person authorised to make arrangements, and information confirming their authority to do so.
Service details – your preferences and instructions for the cremation, any viewing, memorial or traditional service, urn selections and related arrangements.
Payment information – billing details and records of payments. Card payments are processed securely and we do not retain full card numbers.
Communications – records of our correspondence and telephone conversations with you.
Website usage data – technical information collected automatically when you visit our website, such as your IP address, browser type, pages viewed and the date and time of your visit (see section 7, Cookies and analytics).

You may deal with us anonymously or under a pseudonym where it is lawful and practicable to do so (for example, when making a general enquiry). However, we will generally need your correct identity to arrange a cremation and to prepare statutory documentation.

3. Sensitive information

Some of the information we handle is “sensitive information” under the Privacy Act. This may include health information (such as the medical cause of death or information relevant to the safe handling of the deceased) and information about religious, spiritual or cultural beliefs where it is relevant to the arrangements you request.

We only collect sensitive information where it is reasonably necessary to provide our services and where you consent, or where the collection is otherwise required or authorised by law (for example, medical certificates and permits required before a cremation can take place).

Although the Privacy Act applies to information about living individuals, we treat information relating to deceased persons with the same care and respect, and we protect the personal information of living family members contained in our records.

4. How we collect personal information

We collect personal information:

directly from you, when you complete our website enquiry form, call us, email us, or meet with us;
from your authorised representative, or from family members involved in making the arrangements;
from third parties where necessary to provide our services, such as hospitals, aged care facilities, treating doctors, the Coroner, and government registries; and
automatically, through cookies and similar technologies when you use our website.

5. How we use personal information

We collect, hold and use personal information to:

respond to your enquiries and provide you with quotes;
arrange and carry out cremation and related services, including transfer of the deceased into our care, mortuary preparation, the cremation itself and the return of ashes;
prepare, obtain and lodge required documentation, including medical certificates, cremation permits and registration of the death with the NSW Registry of Births, Deaths and Marriages;
process payments and administer our business records;
communicate with you about the arrangements;
improve our services and our website; and
comply with our legal and regulatory obligations.

We will only send you marketing or promotional material if you have agreed to receive it, and you may opt out at any time by contacting us or using the unsubscribe facility in the communication. We do not use sensitive information for marketing.

6. When we disclose personal information

We disclose personal information only where necessary to provide our services, where you would reasonably expect it, or where required or authorised by law. Recipients may include:

Our transfer, mortuary and crematorium partners – currently Personal Services Australia and Independent Mortuary Services (both owned and operated by Fishbone Investments Pty Ltd) and Macarthur Grange Crematorium (owned and operated by Personal Services Australia), based at Unit 6/186 Hartley Rd, Smeaton Grange NSW 2567, who assist in carrying out transfers, mortuary care and cremations;
medical practitioners and independent doctors who complete the certificates required for cremation;
the NSW Registry of Births, Deaths and Marriages, the Coroner, and other government departments and agencies as required to obtain permits and register the death;
cemeteries, memorial parks or other providers, where you ask us to coordinate the placement of ashes or a later memorial;
our service providers, such as IT, website hosting, payment processing and professional advisers, under appropriate confidentiality arrangements; and
any person authorised by you to receive the information.

We do not sell, rent or trade personal information.

7. Cookies and analytics

Our website uses cookies and similar technologies, including Google Tag Manager and analytics services, to help us understand how visitors use the site and to improve its performance. The information collected is aggregated and does not ordinarily identify you personally.

You can configure your browser to refuse cookies or to alert you when cookies are being used, although some features of the website may not function fully as a result.

Our website contains links to third-party sites and to our social media pages (including Facebook and Instagram). We are not responsible for the privacy practices of those third parties, and we encourage you to review their privacy policies.

8. Overseas disclosure

We do not generally disclose personal information to overseas recipients. However, some of our service providers (such as analytics, email and data hosting providers) may store or process information on servers located outside Australia, including in the United States. Where this occurs, we take reasonable steps to ensure the information is handled consistently with the Australian Privacy Principles.

9. Storage, security and retention

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include secure storage of physical records, password-protected and access-controlled electronic systems, and limiting access to staff who need the information to perform their duties.

We retain records for as long as they are needed for the purposes described in this policy and to meet our legal obligations, including statutory record-keeping requirements that apply to cremations in New South Wales. When personal information is no longer required, we take reasonable steps to destroy or de-identify it securely.

In the unlikely event of a data breach that is likely to result in serious harm, we will respond in accordance with the Notifiable Data Breaches scheme under the Privacy Act, including notifying affected individuals and the Office of the Australian Information Commissioner where required.

10. Accessing and correcting your information

You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, please contact us using the details in section 12. We may need to verify your identity before providing access.

We do not charge a fee for making a request, although a reasonable administrative charge may apply to cover the cost of providing access. If we refuse a request, we will tell you why in writing and how you may complain about the refusal.

11. Questions and complaints

If you have a question or concern about how we have handled your personal information, or you believe we have breached the Australian Privacy Principles, please contact us using the details in section 12. We take complaints seriously and will respond within a reasonable time, usually within 30 days.

If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC):

Online: www.oaic.gov.au
Phone: 1300 363 992
Post: GPO Box 5288, Sydney NSW 2001

12. Contact us

Divinity Cremations

Phone: 0409 576 141 (available 24 hours, 7 days)
Email: info@divinitycremations.com.au
Website: www.divinitycremation.com.au

13. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or the law. The current version will always be available on our website, and the date at the top of this policy indicates when it was last updated.