Quick answer
You don't need to have everything ready before calling a funeral home. It helps to know the person's full name, where they died, whether the death was expected, where they are now, and your own contact details.
If you don't know some of this yet, that's okay. A good funeral director will guide you through the first call, explain what's needed now, and let you know what can wait. There's no need to make any final decisions on that first phone call.
Before you call, remember
- You don't need to know everything before you call
- Start with whatever details you do have
- Ask what needs to happen next, not what you should have already done
- Ask for costs to be sent to you in writing
- You're allowed to pause before agreeing to any arrangements
You don't need everything before calling
It's easy to feel like you should be "prepared" before you pick up the phone, but funeral homes deal with this every day. Part of their job is helping you figure out what's needed, in what order. If you're calling shortly after a death, it's completely normal to feel unsure or to be missing information. You can start the conversation with what you know and fill in the rest as you go.
One thing worth knowing first: if the death was unexpected, call 000 before calling a funeral home. If it was expected, the person's doctor is usually the first call, as they'll need to confirm the death before you contact a funeral director (see Services Australia's guidance).
The details that help most
Having a few details on hand can make the first call quicker, but none of these are essential to have before you dial.
- The person's full name and date of birth
- Where they died (home, hospital, aged care, or elsewhere)
- Whether the death was expected or unexpected
- Where they are currently (some deaths involve the coroner)
- Your relationship to the person
- Your own contact details
One thing you don't need to worry about: registering the death yourself. In most states and territories, the funeral director handles this as part of their service, usually after the funeral has taken place. You don't need to apply for the death certificate separately unless you weren't the one arranging the funeral - the exact process and fees are set by your state or territory's Births, Deaths and Marriages office, so they vary slightly depending on where you live.
What to say on the phone
You don't need a script, but if it helps to have a starting point, something like this works:
"Hi, my [relationship] has passed away and I need some help understanding what to do next. I don't have all the details yet, but I can tell you what I know."
From there, the funeral home will usually ask a few simple questions and explain what happens next, including who collects the person and what the immediate next steps are.
What to ask before agreeing to anything
It's fine to take your time, even during the first call.
- What happens next, and when?
- What decisions need to be made now, and what can wait?
- Can you send me pricing in writing?
- Am I able to call other funeral homes before deciding?
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Questions worth asking on the first call
- What is included in this price?
- What is optional, and what's included by default?
- Are there third-party costs, such as cremation, burial, or the death certificate?
- Can you send the quote in writing?
- When is payment required?
Sources used in this guide include
Services Australia, the ACCC, and state and territory Births, Deaths and Marriages registries (for example, BDM Victoria).
