Marc & Friends Funerals, Cremations and Burials

We work with two trusted mortuaries that are registered with NSW Health and both are owned by Independent Mortuary Services.
They are where your loved one is cared for with dignity. The locations are:
- 5/186 Hartley Road, Smeaton Grange NSW 2567 — near Narellan and in South Western Sydney
- 1/5 Joule Place, Tuggerah NSW 2259 — on the Central Coast
If an unattended cremation (or direct cremation service) is required, and the family provides written consent, when most practical, we usually propose that it take place at:
Macarthur Grange Chapel and Crematorium, 6/186 Hartley Road, Smeaton Grange NSW 2567
Alternatively, we are able to work with a local crematorium in the areas that we service.
A family may cancel their arrangements with us at any time. They will only pay for costs we have already incurred or committed to others on their behalf that cannot be cancelled or recovered, and we will only ever charge for items shown on their itemised quote.
For example, if their loved one has already been brought into our care but nothing else has been arranged, the family would pay only the cost of that transfer.
Any money paid beyond this will be refunded within 7 days. If they choose another funeral director, we will release their loved one to the other funeral director promptly, whatever the state of the account.
If any part of what we agreed is not provided, or is not done with proper care and skill, we will refund part or all of the cost of that item. Please tell us by email or phone as soon as possible.
We will acknowledge within 2 business days and aim to resolve the matter within 5 business days.
If a family is not satisfied, they may contact NSW Fair Trading or Consumer Affairs Victoria for arrangements in Victoria. These terms add to, and do not limit, a family's rights under the Australian Consumer Law.
Complaints
If something we have done, or failed to do, has fallen short, we want to know. Telling us helps us put it right for you and do better for the next family.
How to raise a concern
Contact us by email or phone 1300 136 473. It helps if you can tell us your name, how to reach you, what happened and roughly when, but don't let missing details stop you from getting in touch.
What we will do
We will acknowledge your concern within 2 business days. We will look into it carefully, which may mean reviewing our records or speaking with those involved. We aim to give you a fair response within 5 business days, and if we need longer, we will tell you why. Where something was not provided, or not done with proper care and skill, putting it right may include a refund, as set out in our cancellations and refunds terms.
If you are not satisfied
You may contact NSW Fair Trading, or Consumer Affairs Victoria if your arrangements were in Victoria. Nothing here limits your rights under the Australian Consumer Law.
PRIVACY POLICY
Introduction
Marc and Friends ABN 32 193 287 266 (“we”, “us”, “our”) is committed to protecting your privacy and ensuring compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This Privacy Policy explains how we collect, use, disclose, and store your personal information. By providing your personal information to us, you agree to this Privacy Policy. If you do not agree, please do not provide your personal information or use our services.
1. Collection of Personal Information
We collect personal information to provide, improve, and promote our services. The types of personal information we may collect include:
• Name, address, phone number, and email address;
• Payment details such as credit card information;
• Information related to the services you have requested;
• Feedback, preferences, or communication history with us;
• Sensitive information where required, such as for health-related services (with your consent).
We will only collect personal information by lawful and fair means, directly from you, unless it is unreasonable or impracticable to do so.
2. Use of Personal Information
We use your personal information to:
• Provide the services or products you request;
• Respond to your inquiries and communicate with you;
• Process payments and manage billing;
• Improve our services and customer experience;
• Comply with legal obligations and protect our legal interests;
• Conduct research and share personal stories—if you provide your personal story via our survey and give explicit consent, we may publish your story (with your name or pseudonym as provided) as part of our research findings. Light editing for clarity or brevity may be undertaken, while ensuring the essence of your story is maintained.
• Carry out direct marketing purposes (you can opt-out at any time).
3. Disclosure of Personal Information
We may disclose your personal information to:
• Third-party service providers (e.g., payment processors, IT support);
• Regulatory bodies or government agencies, where required by law;
• Other organisations with your consent.
If you provide your personal story and consent to its publication, your information will only be shared publicly as described in section 2.
We take reasonable steps to ensure that these third parties comply with the Australian Privacy Principles and use your information only for the purposes for which it was provided.
4. Data Security
We take reasonable steps to protect your personal information from misuse, loss, and unauthorised access, modification, or disclosure. These measures include:
• Secure storage systems;
• Access controls and encryption;
• Regular security updates and audits.
When your personal information is no longer required, we will securely destroy or de-identify it.
5. Access to and Correction of Personal Information
You have the right to access the personal information we hold about you and to request corrections if it is inaccurate, incomplete, or out of date. To make a request, please contact us using the details below. We may require proof of identity and will respond within a reasonable time.
6. Overseas Disclosure
We may store or process your personal information outside Australia. When we do so, we take reasonable steps to ensure that overseas recipients comply with the Australian Privacy Principles.
7. Cookies and Online Tracking
Our website may use cookies and similar tracking technologies to improve your online experience. You can adjust your browser settings to refuse cookies, but this may affect the functionality of our website.
8. Complaints and Queries
If you have any concerns about how we handle your personal information, please contact us using the details below. We will investigate your complaint and respond within a reasonable time.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).
9. Changes to this Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The latest version will be available on our website, and we encourage you to review it periodically.
Contact Us
If you have any questions or concerns about this Privacy Policy, or wish to make a request, please contact us:
Email: hello@marcandfriends.com.au
Phone: 1300 136 473
Effective Date: 24 February 2025
Our Registered Business Address:
1/5 Joule Place, Tuggerah NSW 2259
Our ABN: 32 193 287 266
© 2025 Marc Allison t/a Marc and Friends. All rights reserved.
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