Most people have never rung a funeral director before. So when the time comes, they pick up the phone with no idea what they're about to be asked, and a quiet worry that they'll say the wrong thing.
You won't. Here's what that first call actually looks like.
## If the death was expected, it isn't an emergency
If someone has died at home and the death was expected, there's no emergency (Queensland Government, 2025). You can take a moment. Sit with them. Make a cup of tea. Call family.
When you're ready, call their treating doctor. A death needs to be verified by a doctor, nurse, paramedic or police officer, who completes what's called a life extinct form. The treating doctor also completes a medical certificate of cause of death, which is sent straight to the funeral director. That certificate is what allows the funeral to go ahead, and the official death certificate is requested after that.
If the death was sudden or unexpected, call 000 (Queensland Government, 2025). And if you're ever unsure what to do, call a funeral director or an ambulance.
If the person died in hospital or an aged care home, the staff will guide you through the first steps, and they're usually the ones who let us know we're needed.
## What we'll ask you
When you call us, the first conversation is short. We'll ask:
- Your name and how you're connected to the person who has died
- Their full name and where they are right now
- Whether a doctor has been, or is coming, to confirm the death
- When you'd like us to come. Now is fine. So is in three hours.
That's it. We don't need to talk about the funeral, the coffin or costs on that first call. If you want to, we can. Some families like to know what happens next before they hang up, and some just want someone to take the next step for them.
## What happens after you hang up
We'll agree on a time, and then two of us will come to bring your person into our care. We'll explain what we're doing as we go. You're welcome to stay in the room, step out, or help if you'd like to. There's no right way to do this. I've seen families sing, pray, tell stories and sit in complete silence, and all of it was exactly right.
If you'd like to know more about that part of the process, we've written about it in [What To Do When Someone Dies at Home in Queensland](/blog/what-to-do-when-someone-dies-at-home-queensland).
## The paperwork you don't need to chase
People often ask what forms they need to fill in. The short answer is: not many, because most of it comes to us.
In Queensland, every death has to be registered with the Registry of Births, Deaths and Marriages, and normally the funeral director lodges that registration on the family's behalf (Queensland Registry of Births, Deaths and Marriages, 2026). We look after that for you. We'll ask you for the details we need, like their date and place of birth, their parents' names and their occupation, at the arrangement meeting a day or two later. If you don't know some of it, that's okay. We'll work it out together.
## Call whoever feels right
You can call any funeral director you like, at any hour. You don't have to use the one the hospital or aged care home suggests, and you don't have to decide everything on the first call.
When you ring us, you'll speak directly to a member of our team, not a call centre. We'll take it from there, one step at a time, at whatever pace suits your family.
Sources
- Queensland Government (2025). What to do after someone dies. qld.gov.au/health/support/palliative-care/understanding/after-death
- Queensland Registry of Births, Deaths and Marriages (2026). Registering a death. qld.gov.au/law/births-deaths-marriages-and-divorces/deaths-wills-and-probate/registering-a-death