OFFICIAL MAGAZINE OF THE AUSTRALASIAN CEMETERIES & CREMATORIA ASSOCIATION
ACCA News
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EXECUTIVE COMMITTEE 2024
EXECUTIVE DIRECTORS
Steve Nobbs
Executive General Manager
Cemeteries & Crematoria
Invocare
p: (02) 9978 5200
e: steve.nobbs@invocare.com.au
Joe Fortuna
Founded December 1985
ACN 009 555 426
PRESIDENT
Lauren Hardgrove
Chief Executive Officer, Catholic Cemeteries & Crematoria Trust, NSW
p: (02) 9649 6423
e: laurenh@catholiccemeteries.com.au
VICE PRESIDENT
Dean Matthews
Geelong Cemeteries Trust
CEO
p: (03) 5249 3939
e: dm@gct.net.au
Director of Finance
Chief Finance Officer
p: (08) 9383 5266
e: joe.fortuna@mcb.wa.gov.au
Robert Moore
Fraser Coast Regional Council
Cemeteries Coordinator
p: (07) 4190 5822
e: robert.Moore@frasercoast.qld.gov.au
Michael Robertson
Adelaide Cemeteries Authority
CEO
p: (08) 8139 7400
e: michael.Robertson@aca.sa.gov.au
ACCA SECRETARIAT
Suite North 1, 215 Bell Street
Preston, VICTORIA, Australia 3072
p: (03) 9863 6914
For information on advertising in ACCA News or to contribute content, please contact: Natasha Ramm, Editor at: admin@accaweb.com.au
Unless expressly stated the views put forward in ACCA News are not necessarily the considered views or policy of the Association or the Publisher, nor is the Association or the Publisher responsible for the claims of its advertisers.
Graphic Design by Dean O’Brien
Printed by NEO
Published by ACCA Secretariat
Cover: Adelaide Oval
PRESIDENT’S REPORT
As our annual conference draws closer, I’m excited to share some of the initiatives we’ve set in motion for the coming year.
The Australian Cemeteries and Crematoria Association (ACCA) continues to lead industry development, with a focus on driving positive change, enhancing member benefits, and fostering stronger connections within Australia and internationally.
Embracing Change
Recent years have brought significant changes to our sector, challenging us to adapt and innovate. We’ve seen shifts in community expectations, advancements in technology, and evolving standards. These changes have prompted us to ensure that ACCA continues to meet the needs of our members and the wider community. Our commitment to embracing change is reflected in our ongoing efforts to add value for our members, support the industry, and drive the sector forward.
Enhancing Member Benefits
One of our key goals is to offer more to our members and the wider industry. We recognize the importance of creating connections, sharing ideas, and fostering collaboration. To this end, we’ve strengthened our relationships with international partners, bringing back valuable insights to share through ACCA News, conference talks, and other media. These connections keep us informed about global trends and best practices, ensuring that our members have the latest knowledge and tools to excel.
Launch of the Online Learning Management System
We’re thrilled to announce the creation of our new online learning management system (LMS), which will significantly
enhance training opportunities in our sector. This platform underscores our commitment to providing industry-specific education that supports and invests in employees. By offering accessible, high-quality training, we aim to address key issues facing our industry, such as staff retention, recruitment, professional development, and evolving community expectations. Our collaboration with RAV and representatives from across Australia and New Zealand has been instrumental in ensuring that this training meets the unique needs of our sector.
National Safety Advisory Committee
Safety remains a top priority for ACCA, and we’re pleased to announce the formation of a National Safety Advisory Committee. This committee will focus on enhancing safety standards across the cemetery and crematoria industry in Australia. By identifying key safety risks and developing standardized guidance material, we aim to support the industry in meeting legislated safety obligations. This initiative will harness the collective knowledge and experience of our members, ensuring that the guidance is both contemporary and reflective of best practices.
This committee is the first of several that will be launched in the coming months, focusing on improving industry standards, including cremation practices and environmental sustainability. We’ll soon be reaching out to the wider industry to invite nominations for these committees, and I encourage all interested members to get involved.
Strengthening Industry Relationships
Collaboration is key to our success. We’re committed to fostering closer relationships with state associations, funeral directors’ associations, suppliers, academia, and the wider death care sector. Recently, the ACCA board met with the University of
Melbourne Death Tech Team to discuss ways to work more closely together to improve the industry. These discussions included potential research projects and strategies for sharing the latest studies and news from across Australia and internationally. By working together, we can leverage our collective expertise to advance the industry and better serve our communities.
Looking Ahead
As we look to the future, I’m confident that the initiatives we’ve set in motion will bring significant benefits to our members and the industry. Change is inevitable, but with change comes opportunity. Together, we can navigate these changes, embrace new challenges, and continue to build a stronger, more resilient industry.
I look forward to sharing more updates with you at our upcoming conference and hearing your thoughts on how we can continue to support and advance our sector.
Yours Sincerely
Lauren Hardgrove ACCA President
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Bottle Brush Camellias
Cardinal & Dogwood Daffodils
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Lilies Of The Night
GOLD SPONSOR
CORPORATE SPONSORS 2025
PLATINUM SPONSOR
BRONZE SPONSORS
GENERAL SPONSOR
SILVER SPONSOR
C Ashton Shirley (Dec)
October 1985 - June 1987
Graeme MacGill (Dec)
June 1987 - October 1987
Ian Roddick
October 1987 - October 1990
Kevin Crowden (Dec)
October 1990 - October 1993
David C Blake OAM
October 1993 - October 1997
Peter MacLean AM PSM JP
October 1997 - October 1999
PAST PRESIDENTS HONOUR LIST
Koos Adrichem
October 1999 - October 2001
Bruce Macumber
October 2001 - October 2003
James McKay
October 2003 - October 2005
Pieter den Boer
October 2005 - October 2007
Darryl Thomas OAM
October 2007 - October 2009
Brendan O’Connor
October 2009 - October 2010
Bryan Elliott
October 2010 - October 2012
Armen Mikaelian
October 2012 - October 2014
Peter O’Meara (Dec)
October 2014 - October 2016
Peter Deague
September 2016 - June 2017
Darryl Thomas OAM
June 2017 - October 2019
David Molloy
October 2019 - October 2022
Your Association ACCA MEMBERSHIP
Cemeteries And Crematoria, Funeral Directors, Industry Corporates And Businesses!
The Australasian Cemeteries & Crematoria Association (ACCA) is a non-profit professional organisation that exists to provide leadership, professional services and development, communication and networking platforms to the cemetery and crematorium industry.
MEMBERSHIP CRITERIA
Full Membership:
Organisations that administer the affairs of a Cemetery and/or Crematorium in Australasia.
SUITED TO CEMETERIES AND CREMATORIA
Corporate Membership:
Shall be incorporated organisations or trading enterprises considered worthy of membership associated with the burial or cremation industry who satisfy the Board that one or all of their activities assist and complement the work of the association and/ or other members.
SUITED TO INDUSTRY SUPPLIER COMPANIES
Affiliate Membership:
Shall be persons considered worthy of such classification associated with the burial, cremation or allied industry who are not otherwise qualified to become an associate fellow, associate member or corporate member of the association.
SUITED TO FUNERAL DIRECTORS
ACCA MERCHANDISE
How to Order
Please visit our webpage at accaweb.com.au/publications/ resources to download the Order Forms and return to the Secretariat.
ACCA Brochures
The quality print brochures ACCA produces, offer cemeteries a way to inform their customers on the subjects of memorialisation and cremation in a takehome brochure. Our members find this extremely valuable in conveying to the public this sensitive, and sometimes complex information in the form of reading material that can be easily understood, allowing informed decisions to be made about the services available to them.
ACCA NEWS Complimentary to all Members
The ACCA News magazine is published 4 times per year, and is dedicated to the cemeteries and crematoria industry in Australasia. Via electronic distribution, the readership is estimated to be over 2,000 within Australia and also internationally. The only magazine in Australia dedicated to the Cemeteries and Crematoria industry, it also promotes the latest in innovation, safe work practices, industry equipment and also events designed to help communicate the message of memorialisation and comfort to our communities.
ACCA News Advertising
Advertising in this publication is the ultimate way to promote your business or services to the cemeteries and crematoria industry and to increase your exposure. If you are interested in advertising in the ACCA News please contact the Secretariat on (03) 9863 6914 or email: admin@accaweb.com.au
ACCA News Contributions
ACCA also uses its magazine to encourage members to contribute summaries of interesting events or information pertaining to our industry that you believe other members would find beneficial. Please feel free to forward your articles to us for consideration of inclusion in the ACCA News.
LIFE MEMBER HONOUR ROLL
Koos Adrichem
David Beames
John Campbell
Pieter Den Boer
Keith Joyce (Dec)
Karen Hinrichsen
David Lusby (Dec)
Peter Maclean AM
Bruce Macumber
James Mckay
Lawrie Miller OAM
Brendan O'Connor
ARE YOU READY TO BECOME A MEMBER?
Tony O’Connor (Dec)
Greg Taylor (Dec)
Darryl Thomas OAM
Armen Mikaelian
Bryan Elliott
David Molloy
Full Memberships, Corporate Memberships and Affiliate Memberships Available. Contact the Secretariat today via emailing admin@accaweb.com.au
ACCA SECRETARIAT:
Suite North 1 / 215 Bell St, Preston VIC 3072 Australia
T: +61 3 9863 6914
E: admin@accaweb.com.au
W: accaweb.com.au
ACCA 35TH ANNUAL CONFERENCE PROGRAM
MONDAY 30TH SEPTEMBER
8:00 Trade show bump in Exhibition bump in
12:00 Registration
2:45 Buses to Enfield
3:30 Conference open
4:00 Tours, Talks, Trade exhibit and Welcoming drinks/ food
6:30 Buses back to Hotel
To be held in Exhibition hall - light refreshments and opportunity for a sneak peek at the trade show
Buses will leave from in front of Gate 5 - approx 30 min trip
Official open of conference
Buses back to Adelaide Oval Hotel
7:00 Free night Free night to explore Adelaide
TUESDAY 1ST OCTOBER
8:00 Trade show
Wander through the trade show and meet our sponsors and suppliers
9:00 Welcome Day 2 Welcome
9:15 Platinum Sponsor - Arrow Bronze Sponsor update
9:35 Key note Costa Georgiadis
10:35 Morning Tea and Trade show
Costa Georgiadis is a landscape architect, environmental educator, author and television presenter who has an all-consuming passion for plants and people.
Morning tea and chance to explore trade show - sponsored by Facultatieve Technologies Australasia
11:10 Break out Room 1 -session A Death Tec Dr Hannah Gould- Death Tec Research Team University of Melbourne –
11:40 Break out Room 1 -session B Jeff Chancellor - lets start an argument
11:10 Break out Room 2 - Relationship Australia -Victoria - Working with Diversity and Culture
12:20 Lunch and Trade Show
Jeff Chancellor - “Let’s Start an Argument!” What makes a hotel or restaurant 5 stars? What makes one two stars? During this session we will explore and compare quality assurance and consumer rating systems with death care business providers worldwide and discuss a framework and pathway for our brand differentiation
Relationships Australia - Victoria (RAV) Working with Diversity and Culture.
Lunch and chance to explore trade show - sponsored by Worssell
1:20 Gold Sponsor Update – Phoenix Foundry Sponsor update
1:35 Cemeteries and Crematoria NSW
2:00 Panel Discussion Limited Tenure in cemeteries
2:30 Key Note - Good Mourning
Jennifer Hickey - NSW cemetery Licensing scheme
Join us for a panel discussion on the concept of limited tenure in cemeteries, featuring insights from South Australian representatives Mark Williams (Centennial Park) and Jamie Strachan (Dudley Park) and Stacey Atkinson (Adelaide Cemetery ). This session will explore how limited tenure works, including the practical implementation, the challenges faced, and the lessons learned along the way. The panellists will discuss both the advantages and drawbacks of limited tenure, sharing their experiences and examining public perceptions of this approach in cemetery management
Changing the way we think and talk about loss , Sal and Im from Good Mourning are on a mission to transform how people perceive and navigate life’s challenges. As storytellers, podcast hosts, authors, and community builders, they combine lived experiences with professional insights and trademark honesty to inspire and uplift
3:20 Sponsor Update - Final Touch Australia Sponsor update
3:30 Afternoon Tea and Trade show
Afternoon tea and chance to explore trade show - sponsored by National Granite
3:50 Silver Sponsor Update - Facultatieve Technologies Sponsor update
4:00 Panel Discussion International findings & OrthoMetals Sponsor update
This session will explore the latest global practices and technological advancements shaping the cemetery and crematoria industry, offering crucial insights for Australian professionals aiming to stay competitive and innovative. Attendees will gain valuable knowledge from recent international events, including the OrthoMetals Europe Study Tour, , and the Asian Funeral Expo, showcasing emerging products and services from Asian markets. Additionally, insights from the International Cremation Federation Conference will highlight global cremation trends, sustainable practices, and evolving regulations. The session will emphasize how these international developments can be integrated into Australian operations to enhance sustainability, efficiency, and cultural sensitivity.
4:45 Sponsor update Plotbox Sponsor update
4:55 Close out of Day End of Day 2
6:00 Pre-dinner drinks
6:30 Arrow Bronze Gala dinner
Join us for some pre dinner drinks overlooking Adelaide Oval.
Join us for a memorable evening in the exclusive John Halbert Room at the Adelaide Oval, featuring a threecourse meal and entertainment with stunning views of the iconic oval. Sponsored by platinum sponsors Arrow Bronze, the event will include important updates from ACCA, State Associations, NZCCC, and the Australian Funeral Association. The dress code is after 5/evening wear
ACCA 35TH ANNUAL CONFERENCE PROGRAM
WEDNESDAY 2ND OCTOBER
8:00 Trade show
8:00 AGM
9:00 Welcome
9:10 Compassionate Communities Dr Julieanne Hilbers
ACCA Annual General Meeting including voting on vacant board positions
Welcome day 3 and introduction to ACCA Board
The role the death industry (can) play in growing compassion and connection across Australian communities
9:40 Sponsor update OpusXenta Sponsor update
10:00 Living Legacy Forests - Warren Roberts
10:30 ACCA Safety Advisory Committee
10:40 Morning Tea and Trade show
Bringing people back to being memorialised in cemeteries
The Australian Cemeteries and Crematoria Association (ACCA) is dedicated to improving safety standards within the industry. A new collaborative initiative is being announced to identify key safety risks and develop standardised guidance to help the industry meet legislated safety obligations. This initiative will leverage the collective expertise of the sector, ensuring that the guidance is both up-to-date and aligned with best practices. Through this effort, ACCA aims to support a safer and more compliant industry.
Morning tea and chance to explore trade show - sponsored by Facultatieve Technologies Australasia
11:10 Breakout room 1 Part A Asset Trac - Monument Safety management
11:55 Breakout room 1 Part B XYST - Green Flag award Green Asset management -The Green Flag Award® recognises and rewards well managed parks and green spaces, setting the benchmark standard for the management of recreational outdoor spaces around the world
12:35 Breakout room 1 Part C GCHD
The contemporary cemetery. Designing for an unknown future.
11:10 Breakout room 2 Part A - Simon Barnett Morgan Financial Supporting Cemeteries to Manage Investible Assets in Perpetuity
11:55 Breakout room 2 Part B - Kosha Gada - Memories Group - Digital Phoenix: how the digital era is unleashing new revenue for a centuries-old industry”
12:35 Breakout room 2 Part C - Natural Organic Reduction project update
1:15 Lunch and Trade show
2:15 Sponsor Update Fou Shou Yuan
2:25 ACCA Training 2025
2:50 Afternoon Tea and Trade show
3:10 Keynote Speaker - Jeff Chancellor - Afterlife
4:15 2025 conference announcement and end of conference
“Digital Phoenix: how the digital era is unleashing new revenue for a centuries-old industry”. Kosha Gada is The Chief Executive Officer of Memories Group Limited, a fast-growing technology company that helps tell, share, and memorialize life stories through its market-leading platform.
In a potential breakthrough for the Australian deathcare sector, an initiative is underway to introduce Natural Organic Reduction (NOR) as a sustainable alternative. If the application succeeds, federal funding—matched by industry partners—will establish a Cooperative Research Centre Project (CRC-P) titled “Enabling Natural Organic Reduction: A Low-Carbon Alternative for Deathcare.” This project will be the first to critically assess and field-trial NOR in Australian conditions, paving the way for a low-carbon, environmentally friendly option in the deathcare industry.
Sponsor Update
Join us for the launching of the ACCA 2025 training program featuring new innovative training initiatives tailored to the cemetery and funeral sector, including the unveiling of our new Online Learning Management System for all members
3 5 T H A N N U A L
Afternoon tea and chance to explore trade show - sponsored by National Granite
C O N F E R E N C E P R O G R A M
Afterlife” When it comes to your death care business, do have a vision of 2030 or 20/30 vision? Is it a Snellen Chart or a spreadsheet of the last five years guiding your next five years expansion, service, product, and revenue development plan? Will you run out of space, run out of customers, or get a competitor? During this 60 minute session we will explore and compare how some innovative end of life businesses have transitioned their sales and service revenues and reimagined what it means to be “filling up
2 0 2 4
ACCA CONFERENCE UPDATE
ENFIELD - DAY 1
Introducing Enfield – Day 1 Tour and Emerging Technology Tradeshow at the ACCA Annual Conference
The ACCA Annual Conference kicks off with a fresh perspective this year, introducing an exceptional Day 1 experience at Enfield Memorial Park. Attendees will have the unique opportunity to explore the stunning Evergreen Community Precinct, a stateof-the-art facility that epitomizes modern design and thoughtful integration into the cemetery landscape. This tour, combined with the emerging technology tradeshow, aligns seamlessly with the conference’s overarching theme, Shaping Our Future Together, and is poised to spark conversations that will resonate throughout the event.
Embracing Innovation in the Cemetery and Crematoria Industry
As the industry evolves, so too do the technologies that support it. The focus of the talks and tradeshow on Day 1 will delve into how emerging technologies are revolutionizing the cemetery and crematoria landscape. Leading the charge are cutting-edge emission abatement systems featured in the Facultatieve Technologies cremators, which are setting new standards for environmentally sustainable cremation practices. These advancements are not just about reducing environmental impact but also about ensuring the process is more respectful and considerate of the future.
The exhibition will also highlight the increasing use of autonomous mowers and other innovative equipment, transforming how cemeteries operate. These technologies are not only enhancing efficiency but also improving safety across cemetery grounds. Complementing this technological showcase is a fleet of
electric mowers and equipment, offering a glimpse into the future of sustainable cemetery management.
A Day of Exploration and Networking
Beyond the technological displays and discussions, the visit to Enfield Memorial Park offers a unique chance to experience a state-of-the-art, fully integrated, and custom-planned facility designed to meet Adelaide Cemeteries’ requirements. The Evergreen Community Precinct, with its focus on incorporating community spaces, stands as a testament to modern cemetery planning. The precinct features a variety of natural stones, creating organic, light-filled spaces that offer 360-degree views of the cemetery. Its award-winning design serves as a model for how cemeteries can blend functionality with aesthetics.
Image taken from https://walterbrooke.com.au/ project/enfield-memorial-park-multi-purposecommunity-centre/
The multi-function facility at Enfield Memorial Park is home to reflection rooms, condolence lounges, an industryleading crematorium, and a visitor centre. Highlights include the Wattle Reflection Rooms, Limestone Hospitality Lounges, and the Valé Room, all designed to provide families with a peaceful environment to say farewell to loved ones. These spaces are not just beautiful; they are also thoughtfully designed to cater to the emotional and practical needs of grieving families.
Experience the Enfield Evergreen Community Precinct
For those eager to explore the precinct, virtual tours of the various spaces are available, including the
Visitor Centre, Wattle 1 & 2 Reflection Rooms, Limestone 2, Grand Wattle, Limestone 1, Grand Limestone, and the 1947 Coffee Co. and Nature Playspace. While the Evergreen Community Precinct is a significant project with a budget to match, it incorporates many ideas that can be practically implemented on a scale suitable for individual cemeteries and crematoria.
The Enfield Memorial Park also boasts multiple gardens and burial places, including the Buddhist Garden, currently being expanded due to high demand, and the Wirra Wonga natural burial area, which offers a serene and environmentally friendly option for burials.
Networking and Refreshments
After the formalities, attendees will have the chance to sample the highly regarded catering at Enfield, mingle with fellow conference participants, and discuss the day’s insights. We extend our thanks to Phoenix Foundry for sponsoring the welcome drinks, ensuring that the networking session is both enjoyable and productive.
This visit to Enfield Memorial Park is more than just a tour; it is an opportunity to witness the future of cemetery and crematoria management, set against the backdrop of Adelaide’s newest and most innovative memorial space. Whether you are inspired by the cutting-edge technologies on display or the serene beauty of the Evergreen Community Precinct, Day 1 of the ACCA Annual Conference promises to be an unforgettable experience.
ACCA MEMBER NEWS
THORAK REGIONAL CEMETERY
This year saw further upgrades within the Thorak Regional Cemetery Chapel.
With upgrades to the Chapels Wi-Fi and ability to provide livestreaming Cemetery management continue to make improvements within the chapel to provide a better custom experience for our patrons and clients, public and funeral directors.
Thorak Regional Cemetery have been working with NOACA as Memories™ in the setting up of hardware to make available the option to provide Livestream to families and funeral directors.
Following on from recent repainting new carpet has been installed throughout the Chapel and viewing room. In addition the placement of palms and plants within the chapel has enhanced the athletics of the chapel and a lovely addition to the stainedglass window and surrounding gardens.
Chapel lighting has been upgraded to energy efficient LED lighting saving approximately 75% on energy consumption.
Thorak Regional Cemetery will continue to make upgrades with further enhancements in the process with the replacement of backdrop curtains and refurbishment of Chapel pews and woodwork.
1947 COFFEE CO. AT EVERGREEN COMMUNITY PRECINCT
Nestled on the outskirts of Enfield Memorial Park, 1947 Coffee Co. is a modern, vibrant café located in Evergreen Community Precinct.
1947 Coffee Co. is open 6 days a week for all to enjoy, quickly becoming a favourite among locals and those visiting the park.
The menu focuses on local, seasonal produce and high-quality ingredients, prepared in a state-of-the-art commercial kitchen. Fresh and full of flavour, you simply can’t go wrong with any choice and caters for dietary requirements. Think hearty breakfasts, mouthwatering brunches and long lunches – all guaranteed to hit the spot. A variety of daily takeaway options are also available as well as delicious house made sweets and their iconic ‘muffin of the day’. You also won’t be disappointed with the coffee. It’s deliciously smooth, boasting great depth, thick crema and a rich flavour.
Sustainability is also at the heart of 1947 Coffee Co. with all takeaway packaging and rice straws being commercially compostable. A milk dispensing tap is also installed which further eliminates plastic
waste. A fast-charging electric vehicle station is conveniently positioned in the car park, should you wish to use this.
You simply must experience 1947 Coffee Co. for yourself. Its inviting atmosphere and exceptional food will guarantee your return.
Find the entrance to 1947 Coffee Co. on Gordon Avenue, Clearview 5085. Enter via the Gordon Avenue/Ridgeway Avenue roundabout.
Opening hours:
Monday to Friday: 8am - 3:30pm Saturday: 9am - 2pm Sunday: Closed
Visit www.1947.coffee to see the menu and for more information:
Follow 1947 Coffee Co. on Instagram and Facebook @1947.coffee
5 KEY COMPONENTS OF COMPASSIONATE SELLING
Whether you work in a cemetery, crematorium, memorial garden or funeral home, you contribute to the client family’s experience at a time when they may be feeling vulnerable, emotional, angry or exhausted, and are all grieving in their own way.
Helping families to create a meaningful memorial for the person they have lost is such an important part of what you do as a death-care professional. Sometimes it’s difficult to navigate your way through this process with a family because their emotions are often changing as they adjust their lives to accommodate their newfound grief.
What doesn’t change is the need to continue to help the family through this process so they can establish a memorial for their loved one that will not only honour the life of the person who has passed, but to also help the family who remain to better cope with their grief. When you do this you are not just selling a product, you are providing an important service in a compassionate and thoughtful way.
In this article we will cover 5 components that we believe are key aspects of what we call Compassionate Selling.
1. Assumptions
It’s important to recognise our that we sometimes make our own assumptions about what a family may want or need. We may have formed these assumptions subconsciously based on something a family member has said such as ‘we’d
prefer not to spend any more money’ or ‘dad wanted something simple’. A family’s choice not to have a service might have indicated to you that this was a cost-based decision, however it could be that they have a complex family dynamic and a service would be difficult to arrange. In this case it may have been our assumptions about a family that inadvertently stopped us from offering a client something they really wanted or needed.
2. It’s more than a product
While you may feel like you are sharing endless options, and essentially adding to the family’s ‘bill’ it can be easy to think that the memorialisation products are just another thing you are selling. However, these ancillary products really are a part of the full service that you offer a family.
While they do create some revenue, they are also an integral part of the next part of the experience the family have, because usually the last thing they receive from you is the ashes, or they may be interring them with you in your memorial park. This isn’t where their grief ends, but it may be your last chance to make an impact on them during this time.
Understanding how memorialisation fits into the complete service offering can also help you to feel more comfortable and confident in offering these invaluable products to your clients. These products are created to genuinely add to the experience now and in the years and weeks that follow that loss.
Urns or keepsakes don’t just hold ashes, they create a way for a family, a partner, a child, a mother, a father to take their loved one home. They create a memorial that reflects their life and personality and foster a continued connection. Something to sit with, something to cry in front of, something to smile at, something to hold on to, whatever they need.
3. Use the information you have
You know the people you care for better than anyone during this time. You spend the time to get to know them, you to learn about the relationship that they had with the one they have lost.
Think about what you have learnt from them during the arrangement process or when helping them choose a memorial site. Did they have a photo shoot with mum before she lost her hair from chemo? Did they always watch the footy with dad? Did they always want to take them somewhere but didn’t get the chance?
If you’re coming into this arrangement later in the process, take the time to transfer information from staff and ask some of the below yourself.
You could ask things like
• tell me a little about your mum
• What’s one of your favourite memories from the past few years?
• Is there something that you always did together?
• What are three words you would use to describe them?
The client is looking to you for guidance. This guidance can mean the difference between a meaningful memorial they are aligned with and one they chose just because. Helping them build a connection
and seeing the value in their choice through the simple use of information you already know can be an extremely helpful tool.
4. Overwhelm
We know you share so much information with families and maybe some of it can sound overwhelming to even you.
You help them make some big decisions. So it’s understandable to sometimes feel like enough is enough. It would feel easy to just stop and hand them a catalogue. And sometimes that is the right thing to do.
If you are feeling this is the case, you don’t need to turn away from it all together. It’s possible that just a little prompt will help them. For example, “I can see that today has been a lot, we do still need to need have a chat about how you would like to take mum home / memorialise. I noticed that you mentioned she loved butterflies, how about I find a few options that might suit and send those through for you to look at, at home. I will call you to chat in a few days, give me a call in the meantime if you have any other thoughts”.
You may even like to offer them a catalogue to take home. Or you can email them a link that is on our website.
For them it may be the first time they have been in this position, so giving them guidance later is the most compassionate way to offer this part of your service.
5. Product Displays
Displays are a great way to start a conversation. Having the options on display in front of them is a great way to break the ice without feeling like you are pushing something on to someone. You will often find that your client notices the display and asks you about the products, giving you the opportunity to discuss and maybe suggest an additional product that is better suited to them.
It is shown in many areas of retail that having the option to browse whether that be online or by touching and feeling an item directly impacts purchasing decisions.
One question we get asked often is when is the best time to bring all of this up? This is really up to you and the way you want to deliver your service to families. You may like to open the conversation when arranging the cremation or choosing a site, and if no decision is made at that stage then you may like to continue this conversation upon collection of ashes.
The correlation between product, services and emotions is so important. Understanding and appreciating what this product will do for them, how it will impact them, how it will contribute to their grief experience in the coming weeks and months allows us to provide a truly unique and memorable service experience.
While of course these products are practical in some ways it is also an incredibly personal choice that ultimately effects that next stage after they leave your care. This is your opportunity to have an impact on a family’s lasting memory, to offer them something that will stay with them forever because we understood them, we heard them and saw them in a time of need.
Crecycling. Our invention. Our passion.
Curious? Scan the QR.
Crecycling is the sustainable solution for crematoria. Together we are working towards a more circular industry.
Reliable, efficient, transparent.
In recent months, I’ve had the privilege as National President to attend the AFDA Divisional Annual General Meetings for each state. These meetings have been highly productive, offering a chance to learn from each Divisional Council’s initiatives and to participate in valuable educational sessions. They also provide an opportunity to connect with our members, listen to the challenges being faced in each Division and present an overview of AFDA activities for the past twelve months.
The first of our AGMs was held in the vibrant city of Darwin and was particularly noteworthy as it marked the first time three AFDA Divisions (NSW/ACT, SA/ NT and QLD) have joined together for an AGM weekend creating an atmosphere akin to a mini conference. The weather and location were fantastic, and the educational sessions by Sarah Brown AM from the Purple House, Timmy Duggan OAM from Hoops for Health, and Professor Grahame Webb from Crocodylus Park were informative and entertaining in a way that truly captured the unique spirit of the Northern Territory. Further AGMs were held in the picturesque city of Hobart for the Tasmanian and Victorian Divisions and the Swan River for the Western Australian AGM.
In October the AFDA Funeral Learning Hub will reach its one-year milestone. With over 700 registered users and growing, the online Funeral Learning Hub continues to offer a world-class training resource for AFDA members accessible at any time and from anywhere. The Funeral Learning Hub has an extensive range of courses and
AFDA REPORT
Australian Funeral Directors Association
new learning opportunities, with webinars, podcasts, educational sessions from the 2024 AFDA Convention, state legislation, and much more. This resource is proving indispensable to AFDA members, especially for new staff members needing a comprehensive introduction to the industry.
Recognising the need for continued progress, especially as AFDA approaches its 90th anniversary next year, AFDA has engaged Taylor & Grace, a branding agency that helps redefine brands, to lead a project to review and strengthen AFDA’s brand and how it is perceived both by our members and in the community. The goal is to improve AFDA’s relevance and recognition so we can better support and serve our members. With the rise in competitors that are reshaping the funeral industry and changing how society views the sector, now is the most important time for AFDA to be the strongest voice representing our members to the public. This engagement will also assist with messaging around the value of a funeral and the importance of choosing an AFDA member.
As part of this project Taylor & Grace have conducted research with key internal and external stakeholders and members to help inform the brand strategy. We look forward to Taylor & Grace delivering their research and recommendations in the coming months and exploring the opportunities available to strengthen AFDA’s brand, and to further highlight the value of funeral services provided by our members to families and the funeral sector in general.
We are also busy finalising the speakers and program for the 2025 AFDA National Convention in Vietnam to be held at the New World Saigon Hotel in Ho Chi Minh City over four days from Monday 24 –Thursday 27 March 2025. I’m pleased to announce one of our guest speakers will
be John Adams from the UK, who has spent the last three years working with the UK Parliament to incorporate content on death, dying, and bereavement into the National Curriculum. His insights will be invaluable as we continue to lead and innovate in our field. We hope ACCA members will consider joining us in Vietnam for this unmissable event.
CEO Dale Gilson and I will be attending the upcoming ACCA Annual Conference in Adelaide, and we look forward to meeting and connecting with ACCA members and the opportunity to help shape the future of our sector together.
Regards
Kelly Scott National President
STATE REPORT
Cemeteries & Crematoria Association of Western Australia
A New Era in Digitization Begins
In late 2022, the Shire of Narrogin embarked on an initiative to modernize the management of its cemetery records by transitioning to a digital platform. This decision was driven by several key issues that had long plagued the community and the Shire’s administration.
Historically, locating a grave and navigating the cemetery often required community members to contact the Shire, leading to time-consuming processes for both parties. The scattered nature of records— spread across various spreadsheets and the Synergy Soft Cemetery Module—made it difficult to promptly address customer inquiries. Additionally, managing these records manually posed a significant risk of human error and data loss, especially since all records were primarily maintained in hard copy form.
To address these challenges, the Shire explored the potential benefits of digitization. The goals were clear: improve efficiency, reduce costs, and enhance the customer experience. By digitizing records, customers could easily access the information they needed from their mobile devices, reducing the reliance on Shire administration. Internally, the streamlined processes would ensure that front desk officers could quickly access information, thereby improving service delivery.
The Shire also sought to modernize its system by incorporating features such as visual maps for grave locations, enhanced cyber security in line with Australian Cyber Security Centre guidelines, and the ability to store scanned records securely in the cloud. These improvements would not only protect the integrity of the data but also ensure it could be accessed for perpetuity.
After evaluating quotes based on these criteria, the Shire identified significant savings and potential efficiencies.
The Chronicle system, highly recommended by other shires that had recently implemented it, emerged as the preferred solution. Although the project was briefly delayed due to budget constraints, it resumed in August 2023.
The Chronicle team executed a comprehensive drone survey of the cemetery, capturing the exact locations of all graves. They also photographed each individual grave and headstone, crossreferencing and verifying all data before uploading it to the new system. The project was completed on schedule and within budget, marking a significant milestone for the Shire.
This move to a digital platform not only preserves the cemetery’s history but also makes it more accessible to the community. The Shire of Narrogin is proud to offer this enhanced service, ensuring that cemetery records are accurate, secure, and easily accessible for future generations.
Take A Walk With Western Australian Woman – Karrakatta Cemetery
To mark International Women’s Day and this year’s theme of Inspire Inclusion, the Metropolitan Cemeteries Board launched a new historical walk trail dedicated to prominent and influential women of our State.
Walking with Western Australian Women was officially launched by the Hon. Hannah Beazley MLA (Minister for Local Government; Youth; Minister assisting the Minister for Training and Workforce Development) on Wednesday 13th March at Karrakatta Cemetery.
Metropolitan Cemeteries Board Chief Executive Officer, Kathlene Oliver unveiled a walk trail for the community dedicated to trailblazing women of our State. “I encourage all community members to visit Karrakatta Cemetery, explore the trail and discover how these inspiring women have helped shape our State.”
Hon Hannah Beazley MLA and MCB CEO Kathlene Oliver at the launch of the new heritage trail Walking with Western Australian Women
The self-guided tour explores the achievements of women who have made great strides historically, effecting positive change in areas of health, aged care, disability support, indigenous welfare, and protection of the marginalised.
The walk trail includes Ruby Hutchison who was a trailblazer, campaigning for the rights of women to serve on juries and representation in parliament, becoming the first female member of the Legislative Council in Western Australia. Dame Dorothy Tangney campaigned for the underprivileged and was elected Australia’s first female Senator, becoming the first West Australian to receive the honour of Dame Commander of the British Empire.
The women included on this trail come from all walks of life, sharing a bond of protecting the vulnerable. Learn about Mary Levitzke, known as ‘Mother to the Deaf,’ who not only enriched the lives of her three sons born profoundly deaf, but also devoted her life to improving the lives of the deaf community.
Mary Millsteed was a pioneer settler of the wheatbelt region in the early 1900s. Living in harsh rural conditions and raising eight children, without any formal training or medical services in the area, Mary played a vital role as the district surrogate midwife, helping women bring new life into the world.
Discover artist Annie Dorrington, who was the only female and West Australian to share first prize in a world-wide competition for the winning design of the Australian national flag.
Karrakatta Cemetery plays a significant role as guardian of our state’s history and holds many untold stories of noteworthy women. This self-guided trail currently includes 22 inspiring women, with more distinguished women to be added in future years.
The Metropolitan Cemeteries Board together with WA Women’s Hall of Fame is providing the means for the public to visit Karrakatta Cemetery and learn about the positive impact these women have had on our communities and the State.
MCB now has four walking trails, with locations marked on maps, designed to offer visitors a logical route of travel to visit the graves of people who have been prominent in our history who are buried without our grounds.
The Walking with Western Australian Women trail focusses on the final resting places of female figures, pioneers and unsung heroes. The trail was developed to promote the preservation of local history and heritage, with a specific focus on women’s contributions. It inspires and educates the community about the achievements and struggles of women in our history.
Armed with a smart phone or tablet device, a map and biographical information can be accessed by scanning the QR code on each sign. Free maps are available at the administration office at Karrakatta Cemetery. The trail map and detailed information about each point of interest on the trail is also available on the website www.mcb.wa.gov.au
Save the Date To Your Diary
April 3rd & 4th 2025
Cemetery Tour (venue to be confirmed) and One Day Annual CCAWA Seminar –being held at the Ingot Hotel, Great Eastern Highway, Redcliffe
Lady Margaret Forrest on the new Walking with Western Australian Women historical walk trail.
Geoffrey Drake Brockman grandson of WA Women’s Hall of Fame Inductee Dr Roberta Jull.
STATE REPORT
Cemeteries & Crematoria Association of New South Wales
InScope24 InScope24
Focus on key topics in deathcare
at our regional seminar
CCANSW REGIONAL SEMINAR • SAFE & INCLUSIVE PRACTICES
7-8 NOVEMBER 2024 • RYDGES HUNTER VALLEY
Turning the lens toward inclusive practice and psychosocial safety, InScope24 will equip professionals in the deathcare sector with the knowledge and confidence to create safe, inclusive and supportive environments for workers and communities.
Join us at InScope24 as we focus on:
• Building death literacy as a pathway for improved outcomes
• Respecting cultural practices and diverse traditions
• Safeguarding your work from the burden of grief
• Public health changes, risk management, safe work practices
• Updates on the NSW Industry Interment Scheme (IIS)
We look forward to seeing you at InScope24
For more info visit ccansw.org.au or email events@ccansw.org,au
InScope24
This 1.5 day seminar is open to both CCANSW members and anyone working or interested in the deathcare sector Rydges Resort Hunter Valley is surrounded by picturesque vineyards and rugged mountain ranges 430 Wine County Drive, Lovedale NSW 2325
“This course is a must for all people working in the cemeteries field. I now have the tools to better support, give guidance and look for clues around wellbeing. These skills will not only help me in the cemetery world but also for everyday situations.”
CORRINE’S REVIEW
Participant, CCANSW Accidental Counsellor Course, June 2024
RECENT HIGHLIGHTS
From our course calendar
ACCIDENTAL COUNSELLOR
Navigating difficult conversations with angry, defensive, emotional or anxious people.
RELIGIOUS DIVERSITY & MOURNING RITUALS
Meeting the needs of faith and cultural traditions. Develop capabilities to meet IIS requirements.
UNDERSTANDING BEREAVED CLIENTS
Presenting ground-breaking research which emphasises the need for deep understanding.
COMING UP
Training & Education
CEMETERY SAFETY
2-3 Sep: Cootamundra
5-6 Sep: Sydney
3-4 Oct: Online refresher
ACCIDENTAL COUNSELLOR
20 Nov +: Online
See ccansw.org.au/education/training-calendar
InScope24 Regional Seminar
SAFE & INCLUSIVE PRACTICES
7-8 Nov: Hunter Valley
Meeting
ANNUAL GENERAL MEETING (AGM) 20 Nov: Online
FOCUS EVENT
20 24 CCASA INFORMATION FORUM
Dates: Thursday 24 and Friday 25 October 2024
Venue: Bridgeport Hotel, Murray Bridge
More information to be sent out soon.
Accommodation now available!
To secure your room click below or use code CCASA on the Bridgeport Hotel Website
BOOK ACCOMMODATION
STATE REPORT
Cemeteries & Crematoria Association of Victoria
We held the 2024 CCAV Trade Show at Lilydale Memorial Park on Friday 2 August 2024. We would like to thank GMCT for their support to hold this event in the grounds around the old winery building.
Like any industry, the deathcare sector thrives on innovation, and this event was a chance for 17 vendors, some new companies and some of our ongoing supporters to share their ideas and show off their wares to more than 80 attendees from cemetery trusts around Victoria.
Morning tea and a BBQ lunch was provide by the Tastyaz; an enterprise organisation who assist people with disabilities to gain meaningful training and employment, the team were very professional.
The products on show included innovative memorialisation options, industrial outdoor equipment and specialised cemetery software.
The introduction of an online learning platform, ‘Safety in and around gravesites for Class B Trust’ has been developed with funding provided by WorkSafe Victoria and was launched earlier in the year. The training is designed for Trust members, staff and Contractors to gain an introduction to safety in cemeteries.
Planning has commenced for the 2025 CCAV Annual Conference.
Save the Date: 26 – 28 March 2025
MAKING THE SWITCH: ENSURING A SEAMLESS DATA MIGRATION A CONTRIBUTION FROM PLOTBOX
For cemetery and crematorium operators, migrating data from one system to another requires careful planning and execution. It also requires a partner who understands where you’re heading and how to get there.
And because your data is inarguably one of your most valuable assets, it’s important that it works for you in the right place, in the right way. Before we get to the how, let’s look at the why.
Why switch?
There are a number of reasons why deathcare providers find themselves in the position of transferring their data from one solution to another.
For many, this transformation is as much a necessity, as it is a choice - the need, for example, to address issues that simply can’t be met by their existing solution, or the realisation that something at a fundamental level needs to change in order to ensure longevity.
It may be to ensure that data is more easily accessible and more secure; to improve customer service and adapt to changing needs; to introduce scalability and accommodate future growth; it may be that software is outdated and no longer fit-for-purpose (a way of mitigating risk); to ensure data integrity and compliance; to increase efficiencies; or to provide something that is more easy to use for their staff.
Aside from all of these, and not to put too fine a point on it: in business, as in life, love can fade, with a partnership having run its course, or subject to uncertainty about its future - this, or the current system and/or investment in necessary upgrades simply aren’t able to get you where you need to be.
What is data migration?
Simply put, data migration is moving the information you have to manage your operation and your customers from one system or solution to another, and it’s an essential part of the digital transformation process.
The ‘migration’ is the transfer of that information in such a way that it enables you to do the same things, and more, within the new system.
In some cases, information is moved using a series of SQL scripts [a language used to manage data] in order to insert it into the target database schema [the structure of how data is organised within it].
The important thing to note here is that in order for that to happen, there must be a clear process that defines how both that, and all of the associated actions, happens. That will allow you to move through in a linear way towards the end goal of a successful resolution and sign off.
That process may then take place over a number key stages - beginning with project configuration - then, with each informed by and building upon the previous one, to ensure as smooth and as efficient a transition as possible.
That initial configuration stage is important because it confirms right from the start that your new vendor has access to all of the data sources they require for the migration to take place and that they are able to extract the data in a usable format.
Fundamentals and best practice
It’s important to realise that digital transformation will reflect a fundamental change in how you operate, and while it can be complicated at the start, it can be broken down into four steps that will help to ensure a smoother transition:
Step one
Your data is analysed to understand how you use and categorise it, as well as the terminology within the data. This also means determining what needs to be pulled across - thinking about what’s relevant and what will be useful to you.
What does your data look like in its current form - what’s missing, are there inaccuracies? It’s also important to identify and rectify anything that may adversely affect the migration or require cleanup further down the line. That could be for example, missing dates, duplicate entries, or inconsistent naming conventions in things such as dates.
Step Two
Your data is prepared so it can move seamlessly from one system to another. How the migration itself works in practice may vary slightly, but typically will involve mapping the data from one source to another, extracting it from the source system, ‘transforming’ it ie. converting it to a format that can be loaded into the target system.
Step Three
Your data is tested to make sure that whatever your vendor is working with in terms of the principles of constructing your data works, and works in the way you require it to.
Step Four
The migration is conducted so the new system is ready for you to use, with quality assurance and more testing having been carried out to ensure that the data has migrated to the target system correctly.
Once any issues are resolved and uploaded, these will be retested, and once everyone is happy, the system can go live.
Your data as an asset
As mentioned, data is the most fundamental part, or asset, of your organisation - it connects your vendor to both you and your customers - telling them how you run your organisation and what’s important for families.
Data is critical because it’s journey never stops - you are creating new data every day - whether that’s new customers, financial info, new plots or mapping information - it is fundamental to you now and in the future - it unites the old ways of working with the new ways, and allows you to grow accordingly.
That’s why your partner should take their time to make sure that the data aspect of your journey is well cared for.
Digital transformation and organisational change go hand in hand - both at a cultural and process level, therefore it’s important not only to understand the journey you need to move towards; but also to understand how to connect the dots - how your data behaved and acted previously and how it needs to act in the future.
Finding the right partner
No one change is the same - everyone and every organisation is different, but what is important is that there is a unifying factor that connects you to your transformation partner.
Ideally, your partner should come from multiple digital transformations in multiple environments - as that experience will lend itself to being able to assist and help you in how to move through that journey.
Many organisations don’t have their own IT functions or specialist data people - the right vendor will, and part of that partnership is in those resources becoming integral to how your organisation goes through the transformation.
In the end, it’s not just about adhering to best practice, it’s important that your partner takes the time to understand the purpose behind what the data is going to be used for, what change needs to happen, the transformation that needs to take place - and most importantly, the value they can bring to you.
For more, visit: www.plotbox.com
Author: Graeme Arthur, PlotBox Content Specialist
DEATHTECH RESEARCH TEAM DEATHTECH.ORG
Research into Innovative Alternatives to Standard Burial and Cremation, including trialling Natural Organic Reduction in Australia
In a potential breakthrough for the Australian deathcare sector, an initiative has been taken to complete a significant research project into innovative alternatives to standard burial and cremation practices in Australia. If the application is successful, funding will be provided by the federal government, matched by our industry partners, to establish a Cooperative Research Centre Project (CRC-P). The project will for the first time critically assess different human disposal alternatives. Given the interest of the larger contributing partners, the CRC-P submission includes field trials of Natural Organic Reduction. This will be a first in Australian conditions.
What is a Cooperative Research Centre Project?
CRC-P grants provide funding from the Federal Department of Industry, Science and Resources for short-term industryled research collaborations between industries, universities and communities. The projects are funded 50/50 by industry partners and the Government. Projects typically run for 3 years with a budget of around $3 million. Projects must enhance innovation and the competitiveness of Australian industry, whilst also matching a government research and development priority, one of which is the production of “renewables and low emissions technologies”.
Who are the Partners in the Project?
The partnership is led by Austeng, a familybased SME well-known to most members of ACCA. Importantly, Austeng will be supported by DeathTech, an internationally respected death studies research team
based at the University of Melbourne, to provide arm’s length independent research. Kings Funeral Services, based in Geelong, Victoria, will play a leading role in the project by hosting Australia’s first NOR service. Recompose, based in Seattle USA, are pioneers of NOR technologies and will provide their technical and commercial expertise and experience to the project. Other important partners come from across the Australian deathcare sector: the Centennial Park Cemetery Authority, the Greater Metropolitan Cemeteries Trust, the Geelong Cemeteries Trust, Metropolitan Memorial Parks, the Australasian Cemeteries and Crematoria Association and the Australian Death Studies Society.
Why is innovation necessary?
Standard burial and cremation are not consistent with Australia’s national goals of reaching net-zero carbon emissions by 2050 and are not consistent with the changing values of many Australians who recognise that we are in the midst of a climate emergency. As ACCA members know well, Australia currently sees almost 200,000 registered deaths annually, a number that is estimated to increase to over 430,000 deaths per year by 2066. Not so often acknowledged though, is that burial conducted in a standard cemetery is the most environmentally harmful method of body disposal due to the resource-intensive burial process. Millions of tons of cement, steel and stone are required; native flora and fauna are eliminated or compromised; and damage to groundwater may occur. Land-use
Does the deathcare sector have an obligation to meet the same net-zero carbon emission targets as other industries, or does it have a social licence to be exceptional? Write in and tell the ACCA Newsletter.
opportunity costs for cemeteries are also very high and cemetery space in many cities (e.g. Sydney and inner Melbourne) are at or near capacity. While seemingly superior to burial, a single cremation uses the equivalent energy that the average person uses in an entire month and produces 160 Kg of carbon emissions, as well as mercury vapour and other toxins such as dioxins.
The funeral and cemetery sector will be called upon to play its part in achieving netzero goals and meeting the community’s environmental values. The CRC-P team has consulted widely with cemetery trusts on the eastern seaboard and with the major professional associations in the sector. Candidate eco-friendly technologies for the sector were canvassed, including alkaline hydrolysis, enhanced natural burial methods, alternative fuels for cremation, and natural organic reduction (NOR). Public attitudes to all of these will be examined in the research conducted by the Deathtech team.
What exactly are the Project’s Objectives?
The project will address the following questions, identified as critical by CRC-P partners, beginning with the big picture: (1) To what extent are each of these novel alternatives acceptable to the public? Then, drilling down to NOR, (2) does existing industry data and scholarly literature support claims that NOR is effective, safe and environmentally preferable? (2) Is NOR acceptable to the funeral directors and cemeteries that provide services to the public? (3) Is NOR acceptable to the public? (4) Is NOR likely to be affordable
for consumers and commercially viable for service providers? (5) Is NOR compliant with national, state and local regulations?
A three-phase research program will seek answers to these questions.
In phase 1, the DeathTech research team (UniMelb) will conduct a critical deskbased assessment of the claims made by proponents of eco-friendly alternatives to standard burial and cremation, using all available scientific and industry-derived data. Resulting reports will be made available to CRC-P partners initially, and will then be shared with the broader sector.
In parallel, in phase 2, qualitative and quantitative research will build an evidence base on public attitudes to alternatives, focusing on NOR but including comparisons with alkaline hydrolysis, natural burial, and non-fossil fuel cremation. This will be achieved through a nationally representative survey, focus groups, and interviews with members of the public and front-line industry workers. We seek to identify levels of public acceptance of NOR relative to other eco-friendly alternatives, with a focus on barriers and enablers to public acceptance.
In phase 3, we will conduct field trials of NOR. Industry lead Austeng will manufacture the pods in partnership with US-based pioneers Recompose, and pods will be installed and operated at Kings Funerals in Victoria. Field trials will enable the real-time evaluation of environmental
impact, particularly gas emissions and compost safety. This evaluation will be conducted by Dr. Clayton Butterly, a University of Melbourne soil scientist and Vice President of the Victorian Branch of Soil Science Australia.
Why NOR trials?
Of the alternatives, our industry partners identified NOR as having strong potential for the Australian market and context and are prepared to field trial NOR if our application is successful.
NOR has been developed by our US-based project partner, Recompose, and has been deployed in the US market since 2020. However, NOR’s claims of environmental and social benefits and public acceptance have not been validated in an Australian context, nor subject to independent scientific analysis. The CRC-P will fill these gaps and address the unknowns, contributing to the transition of the sector towards net-zero carbon emissions, while maintaining financial sustainability and meeting wider community values.
What exactly is NOR?
The NOR process comprises 5 steps: (1) the body is placed in a custom reusable pod together with a carefully calibrated mix of organic material, including a biodegradable shroud, and a funeral ceremony often accompanies this step; (2) microbes break the body down during 4-6 weeks in this controlled microenvironment; (3) the contents of the pod are removed, mechanically reduced to a uniform size and returned to the pod; (4) the breakdown of the body is complete after a further period of 2-4 weeks; (5) the contents of the pod are removed (a second ceremony may occur here) and the humus soil remains are available for use as compost.
So far so good, but NOR has not been independently tested and has not been trialled within the Australian context. It is not known whether this technology will achieve its environmental performance goals, how it will be received by the wider public, or how it might be adopted within the funeral and cemetery industries. Further, NOR requires new ways of handling and interacting with the dead, both for the workers and for the bereaved, requiring both professional training and public education.
What are our chances of winning funding from the government?
Winning this funding is by no means a sure thing. Although we have a strong application, the funding scheme attracts high-quality applications from high-priority industry sectors, such as biotechnology, energy production, cyber-security, and materials processing. The scheme is therefore highly competitive. The success rate varies, depending on a range of considerations we unfortunately cannot predict, and in recent years has moved from a low of around 15% to a high of around 30%. Wish us luck!
What next?
If the application is successful, you will definitely hear about it! If not successful, we will recalibrate and reboot for another round and you will also hear about it. If you have not been involved and would like to be, or if you have any questions at all, please contact Ross George at Austeng (rossgeorge@austeng.net.au) or Michael Arnold at the University of Melbourne (mvarnold@unimelb.edu.au).
Why did the sector choose NOR for this trial and not one, or more, of the alternatives? Write in and tell the ACCA Newsletter.
EASY AS ONE, TWO, THREEJEFF CHANCELLOR
What are the most difficult questions you have to answer at the funeral home? Are they about price? Are they sensitive questions about the process of embalming? Are they questions that demand you to justify the need for your memorial offerings?
More and more frequently I hear from funeral professionals that families are just not interested in having funerals and are just plain not interested in embalming.
They tell me that families are quite sure about what they don’t want yet not clear on what they do want. Ask yourself: is what they don’t want exactly what you are trying to sell them at your firm?
I certainly do not see the future of funeral service through jaundice eyes nor am I wearing a pair of rose-coloured glasses. I do however clearly see a future for funeral service filled with profitable opportunities to serve and meaningful products to provide to families in grief.
As I travel, I observe three broad types of funeral providers. There are the ultrasuccessful operators who seem to have it all. They have the market well in hand.
They have very happy staff. They have very happy clients and very happy owners or shareholders. They have nice fleets of cars and lovely equipment and very professional facilities benefiting from all the latest technologies.
I see a second type of operator who is enjoying a relatively stable clientele desiring low cost or minimal type services. These folks seem to be quite busy serving clients with little or no desire for more. It is a volume game. Low price requires high volume. Low price requires low overhead, hence the minimal facilities and equipment and technology. Are they as happy? From my point of view I would say no. They seem busy. They seem cordial. They do not seem overly happy with their work or client experiences or income; perhaps just satisfied.
The last group of funeral providers I see are just barely keeping their heads above water. They want to provide more but do not have the revenue streams to compete with the ultrasuccessful operators nor the low overhead to compete with the minimal providers. They do not enjoy happy staff, happy customers or owners and due to the disconnect between the clients’ needs and the business’ needs, they are in a precarious financial position.
Considering that the death rate is still 100 per cent and there is no end in sight, why are all funeral professionals not thriving?
I believe the answer is as easy as one, two, three! The ultrasuccessful funeral professionals have systemized or compartmentalized the value of their services and products in smaller, easier to understand and digest bites. Bites that resonate well with the consumer and build inclusive thinking.
So what in the heck does that mean Jeff? It means they have simplified the choices for a client family based on the order and timing of the experience that the client
family may be going through at the time. They promote being inclusive of the whole family, community and business’ needs in their offerings.
When we boil it down to the most basic elements there are three things that most families in grief need. The first need is very urgent, very private and very personal and we do not know exactly how long it will take.
People need to see their loved ones. I am sure you have seen it many times. People come to the funeral home to make arrangements and the first words out of their mouth are “Where’s mom now?” A popular second question from the family is “Can I see her now?” This indicates to me that the customer feels a sense of urgency to see mom and understand where she is. To see her, to touch her or to talk to her.
How many times have you had to stop whatever you are doing to hurry and retrieve someone from refrigeration and hastily prepare them for presentation to the unexpected viewers?
People feel what they see. The quality of our work makes all the difference! I am sure many readers will agree that when the remains looks great the family is ultraappreciative. Once families see their loved ones looking good the praise begins. The texture of our client relationships becomes more intimate. We become their creative partner and enter the inner circle of trust. They love us!
After people see the well-prepared remains do they not generally heave a sigh of relief and say “I am so glad that I saw her” or “You have got to see mom! She looks so much better than at the hospital”?
Conversely when the remains does not look good we enter into a strained client relationship. Every detail now undergoes greater scrutiny from the family and a sense of distrust or disease develops.
Our daily experiences are proof of or serve to reinforce these perspectives of basic human needs. People need to see, touch and in many cases talk to or even yell at the person who died. People feel better after these experiences. Viewing of the body when well prepared and presented is a form of psychological first aid. The ultrasuccessful funeral providers understand they are in the business of making people feel better.
Oftentimes we as funeral arrangers bow to the most dominant personalities at the point of sale. Instead the ultra-successful professionals I have met are masters at empowering the most dominant personalities to do the right thing. The right thing, slowing down, viewing and having ceremony are coincidentally the best things for the client, the community and our businesses too.
They do empowerment by educating the dominate family member in their role and responsibilities to present the best and healthiest most healing experience for their “whole” family.
A simple way to frame this idea is comparing families in grief to being like a search party. Each family member is searching to feel better. Different people go through this experience at different speeds. Search parties can move only as quickly as the slowest searcher. It takes a lot more time for some people to accept loss and move forward. Are you giving your clients enough time and space for this process?
A nice way to explain clinical care to families is to share what you experience every day in your funeral business – to explain that people feel better when they spend time with their loved ones. That the better the loved ones look the better they feel. That as hosts for the family through this experience they want everyone to feel better and here is how.
Families frequently feel a sense of urgency to get things done in a rapid fashion. This sense of urgency causes us to overlook some family members who may really need more time.
During loss the closest family members need privacy, space and time to catch up to the situation. If we go from loss directly into being bombarded with people in a small space and a tight timeline, we risk imprinting their memory with a bad and perhaps overwhelming experience.
If we rush step one, step two will be a blurry or negative experience resulting in a bad memory; a memory which may very well turn into a dislike of funerals. Once the whole immediate family has had enough time and the private opportunity to accept their individual loss it is time to move forward towards step two.
A nice way to explain this to a family is to tell them there is no rush; the first and most urgent thing is that family’s acceptance. Once they are ready, we can move on to step two.
Step two is very public – a memorial event, a farewell party, perhaps a funeral service. An opportunity, a place and a time for the community to come together with the grieving family and demonstrate support to and to be supported by the family. I’ve heard it successfully explained in this way: “I’m sure your family has already received sympathy calls, food deliveries and questions about the service.” When the family answers in the affirmative the conversation evolves to “Now is the time to repay those kindnesses and expressions of care by hosting your mom’s friends and relatives with a farewell event.”
I recently heard a funeral provider respond to a client who said they do not want a funeral with “We haven’t had a funeral in this building for 10 years or more.” “Really?” replied the family. “For the last 10 years or more we have been providing
an opportunity for families to gather and say farewell and support each other with a mixture of activities designed to make everybody feel better and become a closer family.”
The creativity and production value these fine professionals bring to the experience can hardly be called a funeral and certainly cannot be explained and organized while everyone is feeling stressed or bad or overwhelmed.
Memorial events have become the new family reunions. These events clearly bring families closer together. I have met precious few families who are not interested in being closer and reinforcing their familial bonds.
Once the very public phase of remembering has finished it is time for step three. Step three is very permanent or lasting and it is: how do we memorialize the ones we love?
Permanent memorialization can take many forms. It can be at a cemetery or columbarium, a personalized urn at home or a bespoke piece of memorial jewelry worn to remember that special person.
The ultra-successful providers I see do not lump each of these important elements, phases or activities into one value proposition called a funeral or one process called embalming. They have successfully broken these processes into easytounderstand steps that resonate with the client in grief while respecting the needs of the family, the community and worth mentioning, the funeral service business.
So let me ask you, are your difficult questions as easy to answer as one, two, three? If they are not, perhaps it is time to decide what kind of end-of-life provider you want to become.
Jeff is attending and speaking at our Annual Conference in Adelaide
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BUILDING GLOBAL CONNECTIONS IN THE BEREAVEMENT SECTOR: A CANADIAN PERSPECTIVE
Greetings from Canada! As the Executive Director of the Ontario Association of Cemetery and Funeral Professionals (OACFP), I am delighted to share some reflections on the value of international collaboration in our sector. Recently, both I and the recipient of the Phoenix Bereavement Excellence Award had the privilege of engaging in a meaningful exchange with the Australian Cemeteries and Crematoria Association (ACCA) and its members. This experience has reinforced the importance of shared knowledge and mutual support across borders.
A Year of Growth and Innovation
The past year has been one of significant progress for the OACFP, as we will highlight in our upcoming Annual General Meeting. Central to our achievements is our commitment to education, member engagement, and advocacy—pillars that resonate strongly with the values we share with the ACCA.
One of our key advancements this year has been the expansion of our educational offerings. We’ve launched the Master of Bereavement Business Administration (MBBA) program, a 10week course designed to equip current and future leaders with essential skills in organizational leadership and business finance. This initiative reflects a shared understanding with our Australian colleagues of the importance of continuous learning and adapting to the evolving needs of our communities.
In addition to the MBBA, we introduced the Front-Line Funeral Director Assistant (FDA) program and our new online education platform, the OACFP Academy of Continuing Education (ACE). These educational programs and tools are designed to make high-quality education more accessible to bereavement professionals across Ontario, aligning with the ACCA’s dedication to fostering professional development within the sector.
Shared Challenges and Insights
During our visits with ACCA members, it became clear that, while we operate in different regions, the challenges we face are strikingly similar. Demographic shifts, cultural diversity, and the growing demand for personalized services are issues that resonate on both sides of the globe. What particularly stood out to us at OACFP was the proactive approach the ACCA has taken to engage communities in open conversations about death and bereavement. This effort has significantly reduced stigma and increased public understanding—an area where we see great potential for collaboration and mutual learning.
Advocacy and Strategic Partnerships
Much of 2024 highlighted our strong focus on advocacy, particularly through our work in government relations. We have seen success in lobbying for regulatory changes that benefit our sector, much like the ACCA’s efforts to influence policy for the betterment of the community. Our strategic plan for 2023-2025, titled “Membership Matters,” emphasizes increasing value for our members and building a stronger, more connected community across Ontario. This aligns closely with the ACCA’s ongoing efforts to enhance member engagement and foster growth within the industry.
Looking to the Future
As we move forward, I am excited about the possibilities for collaboration between the OACFP and the ACCA. There is tremendous potential for joint research initiatives, shared educational resources, and cross-participation in conferences. By working together, we can address common challenges, share innovative solutions, and ultimately provide better support to the families and communities we serve.
The relationship between the OACFP and ACCA reaffirms that our goals of providing unique business resources, professional development, and advocacy—designed to enable our members to understand and respond to the changing societal and business contexts in which we operate— are not just aligned; they are intertwined. Together, we can continue to lead with compassion, professionalism, and innovation in the bereavement sector.
Thank you for your ongoing dedication to our shared mission. I look forward to the opportunities that lie ahead as we continue to build these valuable global connections.
Warm regards,
Darren Denomme
Executive Director, Ontario Association of Cemetery and Funeral Professionals (OACFP)
https://oacfp.com/
THE RIGHT TO DISCONNECT - JOHN CACHIA, HRM
In August of 2024, changes to the Fair Work Act (Cth), give employees the ability to disengage from all formal contact/communications from their employer, following the completion of their usual working hours. Suffice to say, at the end of the working day, the employee can ‘switch off’ and not accept/receive calls from work.
The main reason for such laws, is to enable the health and well-being of employees, particularly given the extent of connectivity where employees can work from any location. Further the introduction of these new laws ideally, will also prevent employees being made to work unpaid overtime.
This new right to disconnect is a legal right for employees to refuse to monitor, read or respond to contact, or attempted contact, by employers after working hours, provided the refusal is not unreasonable.
The ‘Right to Disconnect’ laws will impact mainly those with fewer responsibilities, for example, in cases where there is no business-related necessity for contact, where work performed outside of ordinary hours of work is uncompensated, and where individuals may be experiencing personal challenges.
The following are factors that should be considered; -
- What is the reason for the contact,
- Will the employee be compensated (i.e. paid extra) for such contact, for example,
• being available to be contacted, (see ‘Stand-by Allowance’ Clause 17.2 (a) of the Funeral Industry Award 2020), and
• working additional hours outside ordinary working hours, including
employees who are on annualised salaries and with high seniority where salaries are calculated to compensate for ‘reasonable additional hours’.
- The nature of the employee’s role and level of responsibility, and
- The employee’s personal circumstances, including family and caring responsibilities.
The following are key dates the ‘Right to Disconnect‘ laws commence: -
- 26 August 2024, for non-small business employers.
A non-small business employer is an employer with 15 or more employees at a particular time. When counting the number of employees, employees of associated entities of the employer are included. Casual employees aren’t included unless they’re engaged on a regular and systematic basis.
- 26 August 2025, for small business employers.
- A small business employer is an employer with fewer than 15 employees at a particular time. If an employer has 15 or more employees at a particular time, they are no longer a small business employer. When counting the number of employees, employees of associated entities of the employer are included. Casual employees are not included unless engaged on a regular and systematic basis.
Therefore, please ensure you appreciate if yours is a small business or not, to identify when these new laws come into effect for you and your employees, and using best practice processes, ensure you properly communicate this change with your workers.
Note that all Awards will be required to include the ‘Right to Disconnect’ terms.
This means that specific rules will be added to explain how this new right will apply to different industries and occupations.
The right to disconnect is a workplace right under general protection laws, and that means the employer cannot act in any way that adversely affects an employee’s employment when they enact their ‘right to disconnect’.
It is important to note that where an employee refuses to follow a reasonable request to work or be contacted, disciplinary proceedings may commence, however, a savvy employer would best consider the situation before taking any disciplinary action.
If a dispute occurs regarding the ‘right to disconnect’ both the employer and the employee should attempt to resolve them matter between themselves, in keeping with the companies Dispute Resolution Policy and Procedures; however, if the matter cannot be resolved locally, external assistance should be sought.
The ‘Right to Disconnect’ has been widely publicised and no doubt employees will have a view on the matter, therefore they will be invested in what these new laws mean for and to them; so effective communication is paramount to ensure that both the employer and the employee fully understand how this will affect both parties.
If you would like any further information regarding the ‘Right to Disconnect’ laws, and/or any other HR matter, please don’t hesitate in contacting me at john@ hrmconsulting.com.au or directly on 0419 738 735
Remember at HRM Consulting, we help you grow your business through smart solutions for your most valuable resource: your people!
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Brendan’s career started at Lilydale cemetery on the eastern fringes of Melbourne and has held many roles covering all aspects of the cemetery operations including burial, cremation and memorialisation. Brendan most recently held senior management roles within the Greater Metropolitan Cemetery Trust and at Arrow Bronze
He continues to be a strong supporter of the cemetery industry stakeholders and associations and has enjoyed numerous roles with the Cemeteries & Crematoria Association of Victoria (CCAV), Australasian Cemeteries & Crematoria Association (ACCA)
Brendan is looking forward to supporting Morello’s valued stonemason, cemetery and funeral director customers with the highest quality and exclusive Italian and European crafted products whilst continuing the legacy of the Morello family.
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ACCA BROCHURES
The quality-print brochures ACCA produces offer cemeteries a way to inform their customers of the subjects of memorial and cremation in a take-home brochure. Our members find this extremely valuable in conveying to members of the public this sensitive, and sometimes complex, information in the form of reading material that can be provided to customers, where they may absorb the information at home and make informed decisions about the services they wish to undertake.
HOW TO ORDER
Please email admin@accaweb.com.au for an order form. Simply complete and return via email where our friendly staff are waiting to process your order. Order Today!
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ACCA News
Summer Edition Deadline - Monday 18 December
Quarter Page Ad - 96mm x 139.5mm
Half Page Ad - 189mm x 139.5mm
Full Page Ad - 210mm x 297mm
INDUSTRY EVENTS 2024-2025
We are increasingly becoming an international/global business community. The following is a snapshot of the industry conferences and seminars we have been informed of for 2024/2025. Web links to the organisations are below. If you would like further contact details of any of the organisations listed, please contact the Secretariat Office..
Some of the events listed on this page may be cancelled or postponed. Please contact each organisation directly if you have any uncertainty or questions.
ICCFA
Fall Leadership Summit 2024
The St. Anthony Hotel 300 E Travis St, San Antonio, TX, USA. October 15-17, 2024
NFDA
National Funeral Directors Association (USA) International Conventions and Expo Sunday 20th - Wednesday 23rd October. New Orleans.
CCASA
Cemeteries Crematoria Association of South Australia Conference
Thursday 24th - Friday 25th October. (Location TBC)
CCANSW
Cemeteries Crematoria Association of NSW Conference 8th - 9th November. Regional (Location TBC)
CANA
CANA’s 106th Cremation Innovation Convention 11th - 13th September. Fairmont Chicago Millennium, Chicago.
ICCM
ICCM Learning Conference and Exhibition 2024
Monday 23rd - Wednesday 25th September. Chesford Grange Hotel.
ICCFA
DEAD Talks 2025! 4th - 6th February, 2025. Park MGM, Las Vegas.
FDANZ
2025 Conference
10th - 12th February, 2025.
MBNA
2025 Monument Industry Show 13th - 16th March, 2025. Cleveland.
AFDA
National Conference 2025
AFDA is excited to announce that the 2025 AFDA National Convention will be held in Ho Chi Minh City, Vietnam in late March 2025. https://afda.org.au/afda-events/
WEBSITES
ACCA accaweb.com.au
AFE asiafuneralexpo.com
AIE aieptyltd.org
AFDA afda.org.au
CANA cremationassociation.org
CASA cemeteriessa.com.au
CCANSW ccansw.org.au
CCAV ccav.org.au
CSGB cremation.org.uk
Devota devota.at
FBCA fbca.org.uk
FDA (NSW) fdansw.com.au
FDANZ fdanz.org.nz
FIAT-IFTA thanos.org
ICF int-crem-fed.org
ICCFA iccfa.com
ICCM iccm-uk.com
MBNA monumentbuilders.org
NAFD (UK) nafd.org.uk
NFDA nfda.org
NFDA (RSA) nfda.org.za
NFDA (Aus) nfda.com.au
NZCCC nzcemeteriescrematoria.co.nz
TanExpo tanexpo.com
ACCA MEMBER DIRECTORY
ASSOCIATE MEMBERS
Besi Belalis
Locked Bag 5123, Parramatta, NSW 2124
e: besi.belalis@cemeteries.nsw.gov.au p: (02) 9842 8473
Mark Forgie
PO Box 711, Gawler, SA 5118
e: bookings@northernrc.com.au p: (08) 8522 1734
Lucy Millena
26 Westfield Street Earlwood, NSW 2206
e: msmillena@yahoo.com.au
p: (03) 9787 6993
ASSOCIATE FELLOW
Warwick Hansen OAM
16 Akala Avenue, Forster NSW 2428
e: warwick@warwickhansen.com.au
p: 0418 421 421
EMERITUS FELLOW MEMBERS
Lynwood Davis
VIC, Australia
e: lhd1952@bigpond.net.au p: 0419 321 993
Shirley Cooke
VIC, Australia
e: shrlcooke11@gmail.com
Peter O’Meara (dec) NSW, Australia
FULL MEMBERS
NEW SOUTH WALES
Broulee Memorial Gardens
195 Broulee Rd, Broulee NSW 2537
p: (02) 4471 5867
w: www.bmgc.com.au
Castlebrook Memorial Park
712-746 Windsor Rd, Rouse Hill NSW 2155 p: (02) 9629 1477
w: www.castlebrook.com.au
Catholic Cemeteries & Crematoria Trust
Level 2/11 Murray Rose Ave, Sydney Olympic Park, NSW 2127
e: enquiries@catholiccemeteries.com.au p: (02)8713 5726
Cessnock City Council
PO Box 152, Cessnock, NSW 2325
e: cemetery@cessnock.nsw.gov.au p: (02) 4993 4300
Forest Lawn Memorial Park
Camden Valley Way, Leppington NSW 2179
p: (02) 9606 5822
w: www.forestlawn.com.au
InvoCare Australia Pty Limited
Level 5, 40 Mount Street, North Sydney NSW 2060
e: info@invocare.com.au p: (02) 9978 5200
Lake Macquarie Memorial Park
405 Cessnock Rd, Ryhope NSW 2283 p: (02) 4950 5727
w: www.lakemacquariecrem.com.au
Lakeside Memorial Park
230 Kanahooka Rd, Kanahooka NSW 2530 p: (02) 4261 1200 w: www.lakesidecrem.com.au
Lincoln Grove Memorial Gardens & Crematorium
1040 Gunnedah Road, Tamworth NSW 2340 e: info@lincolngrove.com.au p: (02) 6760 7311
Lithgow City Council
PO Box 19, Lithgow, NSW 2790
e: council@lithgow.nsw.gov.au p: (02) 6354 9999
Melaleuca Station Memorial Gardens
Tweed Valley Way Chinderch NSW 2487
e: wes@heritagebrothers.com.au p: 0417 601 308
Newcastle Memorial Park
176 Anderson Dr, Beresfield NSW 2322 p: (02) 4944 6000 w: www.newcastlecrem.com.au
Northern Suburbs Memorial Gardens & Crematorium
199 Delhi Rd, North Ryde NSW 2113 p: (02) 9887 2033 w: www.northernsuburbscrem.com.au
Pinegrove Memorial Park
Kington St, Minchinbury NSW 2770 p: (02) 9625 8066 w: www.pinegrovecrem.com.au
Queanbeyan-Palerang Regional Council PO Box 90, Queanbeyan, NSW 2620 e: anna.corcoran@qprc.nsw.gov.au p: 0408 247 019
Rookwood Memorial Gardens & Crematorium
Memorial Ave, Rookwood NSW 2141 p: (02) 9746 8945 w: www.rookwoodcrem.com.au
Sapphire City Crematorium (Horder Family Funerals)
2 Delvyn Drive Inverell NSW 2360 e: phorder@horderfamilyfunerals.com.au p: (02) 6732 5911
Tweed Heads Memorial Gardens
176 Kirkwood Road, Tweed Heads South NSW 2486 p: (07) 5524 2428 w: www.tweedheadscrem.com.au
Tweed Shire Council
PO Box 816, Murwillumbah, NSW 2484 e: cemeteries@tweed.nsw.gov.au p: (02) 6670 2400
Walkers Crematorium
75 Smith Street, Kempsey NSW 2440 e: rbwalkerpl@gmail.com p: (02) 6562 4329
Wollondilly Shire Council
PO Box 21, Picton, NSW 2571 e: cemeteries@wollondilly.nsw.gov.au p: (02) 4677 1100
QUEENSLAND
Albany Creek Memorial Park
400 Albany Creek Road, Bridgeman Downs QLD 4035 p: (07) 3263 3033 w: www.albanycreekcrem.com.au
Allambe Memorial Park
129 Nerang Broadbeach Rd, Nerang QLD 4211 p: (07) 5578 1699 w: www.allambe.com.au
Balonne Shire Council
PO Box 201, St George, QLD 4487 e: debbie.green@balonne.qld.gov.au p: (07) 4620 8827
Brisbane City Council Cemeteries & Crematoria
40A Kitchener Road, Kedron, QLD 4031 e: jade.sime@brisbane.qld.gov.au p: (07) 3178 4144
Bundaberg Crematorium and Memorial Park & Branyan Garden ‘Garden of Rest’
PO Box 768, Bundaberg QLD 4670
e: info@brownsfunerals.com.au
p: (07) 4151 3357
Bundaberg Regional Council
91 Takalvan Street, MillBank, Bundaberg, QLD 4670
e: nicholas.burfield@bundaberg.qld.gov.au
p: (07) 4130 4477
ACCA MEMBER DIRECTORY
Burdekin Shire Council
PO Box 974, Ayr, QLD 4807
e: tonia.marano@burdekin.qld.gov.au p: (07) 4783 9918
Cairns City (Regional) Council
PO Box 152 Cairns QLD 4870 e: regadmin@cairns.qld.gov.au p: (07) 4044 8378
Cassowary Coast Regional Council
PO Box 887, Innisfail QLD 4860 e: hayley.accatino@ccrc.qld.gov.au p: (07) 4043 8829
Centenary Memorial Gardens
PO Box 3363, Mt Ommaney, QLD 4074 e: taniahoward@centenarymemorialgardens.com.au p: (07) 3271 1222
Darling Downs Cremation Service
1020 Ruthven Street Toowoomba 4358 e: trevor@burstows.com.au p: (07) 4636 9600
Fraser Coast Regional Council
PO BOX 1943, Hervey Bay, QLD 4655 e: cemeteries@frasercoast.qld.gov.au p: 1300 794 929
Gladstone Regional Council PO Box 29, Gladstone, QLD 4680 e: parks@gladstone.qld.gov.au p: (07) 4970 0700
City of Gold Coast
Chris Stockley e: CSTOCKLEY@goldcoast.qld.gov.au p: 0466 861 614
Great Northern Garden of Remembrance 31-35 Tallowwood Drive, Deception Bay, QLD 4508 e: info@gngor.com.au p: (07) 3888 3535
Great Southern Memorial Park
1774-1794 Mount Cotton Rd, Carbrook QLD 4130 p: (07) 3829 9999 w: www.greatsoutherncrem.com.au
Gympie Cemetery Trust
93 Cartwright Rd, Gympie, QLD 4570 e: supervisor@gympiecemeterytrust.com.au p: (07) 5482 2199
Gympie Regional Council
PO BOX 9, Liklivan, QLD 4600 e: nadia.bannerman@gympie.qld.gov.au p: (07) 5487 2311
Haigslea Lawn Cemetery
Haigslea Road, Haigslea QLD 4306 e: sue@norwoodpark.com.au p: (07) 5464 3145
Heritage Brady Funeral Directors & Crematorium
PO Box 58, Gordonvale, QLD 4865
e: chris@heritagebradyfunerals.com.au p: (07) 4056 1627
Hinchinbrook Shire Council
PO Box 366 Ingham QLD 4850
e: vrusso@hinchinbrook.qld.gov.au p: (07) 4776 4607
Ipswich City Council
1 Nicholas Street, Ipswich QLD 4305 e: graham.schultz@ipswich.qld.gov.au p: (07) 3810 7680
Ipswich Crematorium
12 Anderson Day Drive, Willowbank QLD 4306 e: sue@norwoodpark.com.au p: (07) 5464 3145
Ipswich General Cemetery
Cnr Warwick Rd & Cemetery Road, Ipswich QLD 4305 e: sue@norwoodpark.com.au p: (07) 5464 3145
Livingstone Shire Council
PO Box 2292, Yeppoon, QLD 4703 e: cemeteries@livingstone.qld.gov.au
p: (07) 4913 5000
Lockyer Valley Regional Council
PO Box 82 Gatton, QLD 4343
e: mailbox@lvrc.qld.gov.au
p: (07) 5468 4989
Logan City Council
177 Chambers Flat Road, Marsden QLD 4132 p: (07) 3804 4609
Mackay Regional Council
PO BOX 41, Mackay, QLD 4740 e: greg.walton@mackay.qld.gov.au p: 1300 622 529
Maryborough Crematorium
140 Adelaide Street, Maryborough, QLD 4650 e: jks1865@bigpond.net.au p: (07) 4121 4183
Moreton Bay Regional Council
PO Box 159, Caboolture, QLD 4510
e: darren.meinen@moretonbay.qld.gov.au p: (07) 3205 0555
Mount Isa City Council
PO Box 815, Mount Isa, QLD 4825 e: city@mountisa.qld.gov.au p: (07) 4747 3200
Mt Thompson Memorial Gardens
329 Nursery Rd, Holland Park QLD 4121 p: (07) 3349 2001 w: www.mtthompsoncrem.com.au
Noosa Shire Council
PO Box 141, Tewantin, QLD 4565 e: troy.andreassen@noosa.qld.gov.au p: (07) 5329 6454
Norwood Park Pty Ltd, Operating as Ipswich Cemeteries
PO Box 4206, Raceview QLD 4305 e: sue@norwoodpark.com.au p: (07) 5464 3145
Nudgee Cemetery & Crematorium 493 St Vincent Road, Nudgee, QLD 4014 e: cemetery@bne.catholic.net.au p: (07) 3324 3499
Redland City Council
PO Box 21, Cleveland QLD 4163 e: cemetery@redland.qld.gov.au p: 07 3829 8570
Rockhampton Crematorium
PO Box 3015, North Rockhampton, QLD 4701 e: rockycrem@gmail.com p: (07) 4928 2126
Rockhampton Regional Council
PO Box 1860, Rockhampton, QLD 4700 e: memorialgardens@rrc.qld.gov.au p: (07) 4934 8374
Ross Funerals (Fraser Coast Crematorium and Bayside Memorial Gardens)
PO Box 1072, Hervey Bay QLD 4655 e: info@rossfunerals.com.au p: (07) 4124 7521
Southern Downs Regional Council
PO Box 26, Warwick, QLD 4370 e: mark.mcgowan@sdrc.qld.gov.au p: 1300 697 372
Stone Quarry Cemetery
Lot 207, Stone Quarry Road, Jeebropilly QLD 4340 e: sue@norwoodpark.com.au p: (07) 5464 3145
Sunshine Coast Regional Council
Locked Bag 72, Sunshine Coast Mail Centre e: cemeteries@sunshinecoast.qld.gov.au p: (07) 5459 2300
Tablelands Regional Council
PO Box 573, Atherton, QLD 4883 e: trcfacilities@trc.qld.gov.au p: 1300 362 242
Tallegalla Cemetery
Rosewood Marburg Road, Tallegalla QLD 4340
e: sue@norwoodpark.com.au p: (07) 5464 3145
ACCA MEMBER DIRECTORY
Toowoomba Garden of Remembrance
1001 Ruthven St, Toowoomba QLD 4350 p: (07) 4635 4866 w: www.toowoombacrem.com.au
Toowoomba Regional Council
PO Box 3021, Toowoomba, QLD 4350 e: cemeteryofficer@toowoombarc.qld.gov.au p: (07) 4688 6686
Townsville City Council
PO Box 1268 Townsville QLD 4810 e: townsville.cemeteries@townsville.qld.gov.au p: (07) 4727 9754
Warrill Park Lawn Cemetery
12 Anderson Day Drive, Willowbank QLD 4306 e: sue@norwoodpark.com.au p: (07) 5464 3145
Western Downs Regional Council
PO Box 551, Dalby, QLD 4405 e: info@wdrc.qld.gov.au p: (07) 4679 4123
Whitsunday Regional Council
PO Box 104, Proserpine, QLD 4800 e: info@whitsundayrc.qld.gov.au p: 1300 972 753
Woongarra Crematorium
PO Box 2510, Idalia, QLD 4811 e: kyliem@woongarra.net.au p: (07) 4778 1476
SOUTH AUSTRALIA
Adelaide Cemeteries Authority
PO Box 294 Enfield PlazaSA 5085 e: Michael.robertson@aca.sa.gov.au p: (08) 8139 7400
Drumminor Gardens Cemetery
61 Golden Grove Road, Ridgehaven, SA 5097 e: brenton@harrisonfunerals.com.au p: (08) 8265 6060
Mount Gambier Cemetery Trust PO Box 56, Mount Gambier, SA 5290 e: cmccombe@mountgambier.sa.gov.au p: (08) 8725 3099
North Road Cemetery
1A Cemetery Avenue Nailsworth, SA 5083 e: cemetery@adelaideanglicans.com p: (08) 8344 1051
Payneham & Dudley Park Cemeteries Trust Inc.
Exeter Terrace, Dudley Park, SA 5008 e: dudleypk@adam.com.au p: (08) 8344 2973
Salisbury Memorial Park (City of Salisbury)
PO Box 8, Salisbury, SA 5108
e: cemetery@salisbury.sa.gov.au p: (08) 8406 8386
West Coast Memorial Park
PO Box 1415, Port Lincoln, SA 5606
e: jennifer@westcoastfunerals.com.au p: (08) 8684 2001
Yorke Peninsula Council
PO Box 57 Maitland, SA, 5573 e: sue.beech@yorke.sa.gov.au p: (08) 8823 0000
VICTORIA
Boroondara Cemetery Trust
PO Box 565, Kew, VIC 3101 p: (03) 9853 7025
Box Hill Cemetery Trust
395 Middleborough Road, Box Hill VIC 3128 e: gb@boxhillcemetery.com.au p: (03) 9890 1229
Eltham Cemetery Trust
PO Box 423, Eltham VIC 3095 e: admin@elthamcemetery.com p: (03) 9432 1963
Geelong Cemeteries Trust
141 Ormond Road, Geelong East, VIC 3219 e: ah@gct.net.au p: (03) 5249 3939
Mildura Cemeteries Trust
P.O. Box 105, Mildura VIC 3502 e: danielle.mazzini@mildura.vic.gov.au p: (03) 5018 8202
Rememberance Parks Central Victoria
P.O. Box 268, Eaglehawk VIC 3556 e: emma.flukes@rpcv.org,au p: (03) 5446 1547
Rye Cemetery Trust
P.O. Box 754, Rye, VIC 3941 e: ryecemetery@bigpond.com p: (03) 5985 1343
Southern Metropolitan Cemeteries Trust
PO Box 1159, Clayton VIC 3169
e: tina.atkinson@smct.org.au p: (03) 8558 8204
TASMANIA
City of Launceston:
Carr Villa Memorial Park
36 Nunamina Avenue
Kings Meadows 7249 TAS
e: carrvilla@launceston.tas.gov.au p: (03) 6323 3604
Millingtons Cemeteries
The Cottage, Queens Walk, Cornelian Bay, TAS 7008 e: twhitehead@millingtons.com.au p: (03) 6278 1244
AUSTRALIAN CAPITAL TERRITORY
Canberra Memorials Parks (formerly Canberra Cemeteries) PO Box 37, Mitchell, ACT 2911
e: kerry.mcmurray@act.gov.au p: (02) 6207 0029
Wreck Bay Aboriginal Community Council
Sherrie Tripp
5 Bunaan Close, Wreck Bay ACT 2540
e: sherrie.tripp@wbacc.gov.au
NORTHERN TERRITORY
Alice Springs Town Council
PO Box 1071, Alice Springs, NT 0871
e: astc@astc.nt.gov.au
p: (08) 8950 0500
Coomalie Community Government Council
PO BOX 20 Batchelor Northern Territory 0845
e: mail@coomalie.nt.gov.au
p: 08 8976 0058
Thorak Regional Cemetery, Litchfield Shire Council
PO Box 446, Humpty Doo, NT 0836
e: anthony.vanzeeventer@litchfield.nt.gov.au
p: (08) 8947 0903
WESTERN AUSTRALIA
Albany Cemetery Board
PO Box 469, Albany, WA 6330
e: admin@acb.wa.gov.au
p: (08) 9844 7766
Bunbury Cemetery Board
PO Box 1115, Bunbury, WA 6231
e: kristy@bunburycemetery.com.au
p: (08) 9721 3191
City of Busselton
Locked Bag 1, Busselton, WA 6280
e: city@busselton.wa.gov.au
p: (08) 9781 0444
City of Mandurah
3 Peel Street, Mandurah WA 6210
e: council@mandurah.wa.gov.au
p: (08) 9550 3777
Geraldton Cemetery Board
130 Eastward Road, Geraldton, WA 6530
e: admin@geraldtoncemetery.com.au
p: (08) 9921 2707
ACCA MEMBER DIRECTORY
Kalgoorlie - Boulder Cemetery Board
PO Box 79, Kalgoorlie, WA 6430
e: kalg.bld.cemetery@bigpond.com.au p: (08) 9091 1693
Metropolitan Cemeteries Board
PO Box 53, Claremont, WA 6910
e: kathlene.oliver@mcb.wa.gov.au p: (08) 9383 5213
Shire of Meekatharra PO Box 129, Meekatharra, WA 6642 e: dceo@meekashire.wa.gov.au p: (08) 9980 0600
INTERNATIONAL
Auckland Memorial Park
PO Box 391, Silverdale, Auckland, New Zealand
e: gm@ampl.co.nz p: 64273003707
P Day and Son Ltd
41 Nile Street, Nelson, New Zealand 7010 e: bevan@daysfuneralservices.co.nz p: 64 3 548 2770
Purewa Cemetery Trust Board
4a Parsons Road, Meadowbank Auckland, New Zealand 1071 e: alastaircrombie@purewa.co.nz p: 64 9 528 5599
CORPORATE MEMBERS
NEW SOUTH WALES
Celeste Catering Pty Ltd
5/481 Willoughby Rd, Willoughby NSW 2068
e: annie@celestecatering.com.au p: (02) 9808 1088
Everlasting Funerals Funeral Services Pty Ltd
36 Mckibbin St Canley Heights NSW 2166 e: Everlastingfuneral199@gmail.com p: 0426 045 999
Everlon
Unit 7/1-3 Nicholas St, Lidcombe, NSW 2141 e: info@everlon.com.au p: (02) 9646 3886
Frank Dimarco & Son Pty Ltd
14 Production Avenue, Kogarah, NSW 2217
e: alf@fgagranite.com.au p: (02) 9588 5477
Glory Marble & Granite
165 Hume Hwy, Greenacre, NSW 2190
e: mel@glorymarble.com.au
p: (03) 9460 9066
Greenworx
2/23 Bearing Road, Seven Hills, NSW 2147
e: john.kalocsai@greenworx.com.au
p: (02) 9676 5110
H. Parsons Pty Ltd
34 Belmore Street, Woolongong, NSW 2500
e: alan@hparsons.com.au
p: (02) 4228 9622
Hickey & Co. Pty Ltd
PO Box 13, Petersham, NSW 2049
e: paul@hickeyandco.com p: (02) 9564 1888
L.S. Piddington & Sons Pty Ltd
PO Box 4424, Armidale, NSW 2350 e: allan@piddingtons.com.au p: (02) 6772 2288
National Granite Pty Ltd
PO Box 183, Sydney Markerts, NSW 2129 e: steve@nationalgranite.com.au p: (02) 9748 8567
OpusXenta Pty Ltd
Tower 2, Level 14, 101 Grafton St, Bondi Junction NSW 2022 e: lea-annm@opusxenta.com p: 1300 994 853
Phoenix
44 Duke St (PO Box 5), Uralla, NSW 2358 e: orders@phoenixfoundry.com.au p: (02) 6738 2200
PlotBox
Level 12/64 York Street, Sydney NSW 2000 and The ECOS Centre, Kernohans Lane Ballymena, Co. Antrim BT43 7QA Northern Ireland e: info@plotbox.com p: 0401 123 897 p: (02) 7228 7971
Russell Investments
GPO Box 3279, SYDNEY NSW 2001 e: jhampshire@russellinvestments.com p: (02) 9229 5375
QUEENSLAND
Final Touch Australia
Unit 3/13, Strathwyn St, Brendale, QLD 4500 e: chantelle@finaltouchaustralia.com.au p: (07) 3889 9607
Heritage Stonecraft & Design
4 Madison Court, Toowoomba QLD 4350 e: robert.heritagestone@gmail.com p: 0428 231 449
Hyqual Australia
31 Enterprise Street, Caloundra QLD 4551 e: office@hyqual.com p: 1800 77 77 44
Office of Australian War Graves
GPO Box 9998, Brisbane, QLD 4001 e: wargraves@dva.gov.au p: 1800 555 254
Windsong Chimes
1/27 Lysaght Street, Coolum Beach, QLD 4573 e: hello@windsongchimes.com.au p: (07) 5233 6405
Worssell & Co Pty Ltd
70 Mica Street, Carole Park, QLD 4300 e: michele@worssell.com.au p: (07) 3271 1511
SOUTH AUSTRALIA
Monumental Masons Association of SA Inc PO Box 10289, Adelaide BC, SA 5000 e: secretary@monumentalassociationsa.com.au p: 0439 276 461
VICTORIA
Arrow Bronze P.O. Box 4576, Dandenong South, 3164 e: hymie.j@arrowbronze.com.au p: (03) 9794 2922
Austeng Pty Ltd
78-80 Douro Street, North Geelong, VIC 3215 e: lyn@austeng.net.au p: (03) 5278 2044
DP Jones & Co PO Box 486, Kyabram, VIC 3619 e: info@dpjones.com.au p: (03) 5852 2661
Giannarelli Holdings Pty Ltd
303-305 Spring Street, Reservoir VIC 3073 e: ag-sons@iimetro.com.au p: (03) 9359 2142
JCB Construction Equipment Australia PO Box 4149, Dandenong South, VIC 3175 e: m.mccann@jcbcea.com.au p: (03) 9797 3444
John Stonemart Pty Ltd
310 Mahoneys Road, Thomastown, VIC 3074 e: jacky@johnstonemart.com p: 03 9359 0898
Major Furnace Australia
92 Fairbank Road, Clayton South, VIC 3169 e: andrew.north@majoreng.com.au p: (03) 8558 1800
Memories Group Limited
Level 1, 11-19 Bank Place
Melbourne VIC 3000 e: ben.cukier@memories.net p: 0413 400 522
ACCA MEMBER DIRECTORY
Morello/ Ashcroft Pty Ltd
Unit 1, 33-35 Commercial Drive, Thomastown, VIC 3074
e: mandyr@cmorello.com.au p: (03) 9464 1700
Morgans Financial
279 Bay Street, Brighton North VIC 3186 e: stuart.doherty@morgans.com.au p: (03) 9519 3512
Nelson Bros. Funeral Services
PO Box 2237, Footscray, VIC 3011 e: nelsonbros@nelsonbros.com.au p: (03) 9687 1301
Norwalk Precast Burial Systems
47 Highlands Road, Seymour, VIC 3660 e: info@norwalk.com.au p: (03) 5799 0083
The Minter Group of Companies
17 Park Road, Oakleigh, VIC 3166 e: mandee@rhminter.com.au p: (03) 9568 6999
WESTERN AUSTRALIA
Australian Federation of Civil Celebrants 21 Aerolite Way, Beldon, WA 6027 e: funerals@afcc.com.au p: 0422 741 222
NORTHERN TERRITORY
Territory Funerals
PO Box 2711 Palmerston NT 0831 e: admin@territoryfunerals.com.au p: 0438 637 258
INTERNATIONAL
Canterbury Memorial Gardens & Crematorium
P O Box 19795, Woolston Christchurch 8241, New Zealand
Cremation Society of Canterbury Limited PO Box 398, Christchurch, NZ e: barbara@cremsoc.co.nz p: 64 3 3896 282
Facultatieve Technologies
80 Armstrong Way, Highland Park QLD 4211
Hamilton Park Cemetery
Morrinsville Rd, Private Bag 3010, Hamilton 3240 New Zealand
e: michelle.rivers@hcc.govt.nz p: 647 856 9604
Hutt City Council
Private Bag 31912, Lower Hutt, New Zealand
e: janine.jones@huttcity.govt.nz p: 02 7620 2470
Maunu Crematorium Ltd
PO Box 8043, Kensington, Whangarei, New Zealand 0145
e: info@maunucrematorium.co.nz p: 64 9437 5799
Memorial Park Hong Kong Limited
93 Fo Tan Village Shatin N.T.
Hong Kong SAR
e: hsi.general@gmail.com p: 852 2145 4826
Milne Construction Australia Pty Ltd
Level 7 / 114 Williams Street, Melbourne, VIC 3000
e: info@milneaustralia.com p: 0404 456 223
Mongolian Funeral Association
301 “New Mind” Building, Undsen Huuli Street 9/1, 5th Khoroo, Sukhbaatar District, Ulaanbaatar Mongolia 14253
e: info@mfa.mn p: +976 7011 1343
OrthoMetals
Eekhorstweg 32, 7942KC Meppel, The Netherlands e: hidde@orthometals.nl p: +31 6 4306 6196
Prestavest Crematorium & Memorial Park
Lot 8517, Jalan Taman Semarak, Pokok Assam, 34000, Taiping, Perak, Malaysia e: marketing@prestavest.com.my p: 605 807 6868
Semenyih Memorial Hills Berhad 9A, Jalan SS22/23 Damansara Jaya 47400 Petaling Jaya, Selangor, Malaysia e: ckliew.hms@gmail.com p: 6 3 772 95585
Shanghai Fu Shou Yuan
Industrial Group Co Ltd
Room 1306 No88 Cao Xi North Rd, Shanghai, China, 200030
e: shuting@shfsy.com p: 86 21 5425 5151
Taiyo Chikuro Industries Co Ltd
6-21 Higashi-koen, Hakata-Ku, Fukuoka, Japan
e: s-eguchi@taiyochikuro.jp p: 0 8 92 651 4131
Wellington City Council
76 Old Karori Road, Wellington, 6012 NZ e: elizabeth.reddington@wcc.govt.nz
Wu Han Chang Le Yuan Cemetery
No. 120 Liuzhi Street Huangpi District
Wuhan City Hubei Province, China
e: whclyly@163.com p: 86 27 87163269
Xiao En Memorial Park Bhd
Xiao En Centre, No.1, Jalan Kuari, Cheras, 56100 Kuala Lumpur, Malaysia
e: kuan@xiao-en.com.my p: +603-9145 38