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Our Promise

“The Olsens Farewells Charter promises the families we serve, our staff and the funeral industry we are part of to continuously evolve. We will meet the ever-changing needs of our clients with respect, consistency, and transparency.

The role of a funeral director is one of the oldest professions in the community, and we respect the utmost trust and responsibility that comes with that.

It is for this reason that Olsens Farewells is committed to never resting on our laurels – just because something has been done a certain way historically, is no reason why it cannot be improved to ensure the very best in service and outcomes for our clients and their family and friends.

This ethos is at the core of our business. Olsens Farewells always has and will continue to look to raise the bar in the Australian funeral industry with continuous improvement, education, and creativity. We encourage other providers to answer the call and match our commitment to do better. This Charter is our promise to go above and beyond, both now and in the future.

It outlines who we are, what we do and what we stand for as a funeral services provider and works in tandem with the best practice codes outlined by The Australian Funeral Directors Association and  other relevant government regulations.”

Steve Kellaway
Managing Director, Olsens Farewells

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Olsens Farewells Believes:

  • Funerals should honour the life of the deceased and their family with dignity, including recognising any cultural or religious requirements in a safe and inclusive environment.
  • That respect of the deceased and their families is of the utmost importance.
  • Our role as a long-serving funeral provider is to lead by example and look to improve and innovate our industry.
  • We have a duty of care to the family and will provide support and help ensure that they begin their healing journey as healthy as possible. And if needed, refer people to our trusted partner network of grief councillors and specialists.
  • Our role is to evolve as the community we serve changes; this includes, but is not limited to, the adoption of new technologies, practices, and techniques.
  • Australians have the right to access transparent, fact-based, unbiased information and pricing regarding the funeral process. This is an essential element to making informed choices, and Olsens Farewells will strive to make this information available.
  • Olsens Farewells sets the standard in funeral best practice, focusing on being open, ethical, and accountable.
  • In the unlikely event of us making an error, it will be corrected as expeditiously as possible with reasonable action to address the issue.
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Our Promise

At Olsens, we pride ourselves on providing the best possible support to our community, staff and the industry. We are committed to serving everyone that is a part of the Olsens experience with support at every step of the process, putting your wants and needs at the forefront of our minds. Our promise demonstrates the core of who we are and what we stand for, setting the highest of standards for the Australian funeral industry. Our goal is to continuously improve the service we provide, going above and beyond to serve you.

  • We treat the members of our families and those placed in our care with honesty, integrity, and respect always.
  • We ensure our communication and marketing activity is legal, decent, honest, and truthful and complies with the Advertising Standards Authority’s requirements and all other relevant legislation and Codes of Practice.
  • We always respectfully care for the deceased in all we do, including ensuring the proper standards and dignity.
  • We respect our ethical obligations to the public to operate the business with principles of honesty, fair dealing, and professionalism.
  • We offer a safe place for all community members to seek information and guidance on all matters related to death, dying and the mourning process.
  • We will advocate on behalf of the bereaved to ensure that their needs are recognised and supported before, during and after the funeral process.
  • We listen and carefully consider our teams physical and emotional wellbeing and support them when needed.
  • We treat each other with courtesy and dignity.
  • We provide a safe, inclusive working environment that places value on trust, honesty, fairness, and cooperation, surrounded by supportive people working together for a common goal.
  • We always make business decisions based on principled reason, conscience, and strong ethics.
  • We provide access to educational materials and resources to support our team in their role and empower their career.
  • We adhere to the best practice codes outlined by The Australian Funeral Directors Association and other relevant government regulations.
  • We embrace new and innovative ways for our industry to help the Australian community along their grief journey in a healthy and meaningful way.
  • We are committed to being the exemplar of a highly skilled and caring funeral provider in Australia.
  • We will always be accessible to consult with the industry and governments to drive better regulation, legislation, and policy.
  • We will participate with honesty and integrity in key industry conversations and forums.

At Olsens Farewells, we pride ourselves on creating new and unique ways to honour the life of your loved one by taking the time to work with you and, together, creating a farewell that authentically tells their story. Talk to our experienced team to see how we can assist and support you along any step of the funeral process.


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