Immediate need for a loved one
If someone has died, or is close to it, this page sets out what happens next. Find your situation below, take it one step at a time, and call us whenever you're ready.
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If the death was sudden, or nobody has confirmed it yet
Call triple zero (000) first. Emergency services need to attend before anything else can happen. Call us afterwards, whenever you're able.
Where did it happen?
Unexpectedly at home
A sudden or unexplained death brings emergency services to the house. That's routine, and it isn't a sign that anything is wrong.
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Call triple zero (000)
Ask for an ambulance. The operator will stay on the line and tell you what to do. Police usually attend as well.
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The death is verified
Paramedics or police will verify the death at the house. Where the cause isn't clear, the death is reported to the Coroner.
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Call Candour when you're ready
You still choose your funeral director. Tell us what's happened and we'll take it from there — including speaking with the Coroner's office on your behalf.
If the Coroner is involved, your loved one is taken into their care first. We keep in touch with them and bring your loved one to us as soon as they're released.
Expected, at home
Where a death has been expected — through palliative care or a long illness — there is no hurry at all. Take whatever time you need before you make a call.
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Call their doctor
Contact the treating doctor, or the palliative care service if one is involved. They'll tell you when someone can attend.
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The death is verified
A doctor or nurse will attend to verify the death and complete the medical certificate. If nobody is available, they may ask you to call an ambulance instead.
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Call Candour
Once the death has been verified, we can bring your loved one into our care — at any hour, and only when you're ready for us to come.
Many families sit with their loved one for an hour or two first. That's yours to decide, and we'll wait.
In aged care
The home will handle the first steps. Your only task is to tell them who is caring for your loved one.
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Staff verify the death
The registered nurse or the resident's doctor verifies the death and completes the paperwork. Staff will let you know when it's done.
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Take the time you need
You're welcome to sit with your loved one, and to wait for family to gather. The staff will make room for that.
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Give the home our details
Tell them Candour is your funeral director, or call us and we'll contact the home ourselves. We arrange the rest with them directly.
Some homes ask families to nominate a funeral director in advance. If that's already been done, a call to us is still all it takes.
In hospital
The hospital cares for your loved one until the medical certificate is complete. Nothing needs deciding on the day.
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The hospital verifies the death
Staff verify the death and care for your loved one until the doctor has completed the medical certificate of cause of death.
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Name Candour as your funeral director
Give the ward or the hospital mortuary our details, or call us and we'll make contact for you.
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3
We collect your loved one
Once the certificate is issued and the hospital releases them, we bring your loved one into our care and let you know.
We collect from hospitals across Greater Melbourne and the Mornington Peninsula.
"I found myself lost, heartbroken, and unsure of what to do next. From the moment I made that first phone call to Simon at Candour Funerals, I felt a sense of calm and genuine care."
Helpful to have when you call
None of it is essential — we can find anything that's missing.
- Their detailsFull name, date of birth, and where they are now.
- Any plans they madeA prepaid funeral, written wishes, or a grave already held.
- Who to includeThe next of kin, and anyone who should be part of the first conversation.
Questions families ask
Do I have to decide anything today?
No. The first call is only so we can bring your loved one into our care. Arrangements — the service, the coffin, the day — are all made later, sitting down together, when you're ready.
Is there a cost for calling after hours?
No. Our phone is answered by our own team, day and night, and calling doesn't commit you to anything.
What happens if the Coroner is involved?
Your loved one goes into the Coroner's care first while the cause of death is established. It doesn't change your choice of funeral director. We stay in contact with the Coroner's office and let you know as soon as your loved one can come to us.
Can we spend time with our loved one?
Yes. Families are welcome to spend time with their loved one once they're in our care, and we'll talk you through what to expect beforehand.
What if they died interstate or overseas?
Call us. We coordinate transfers from anywhere in Australia and from overseas, and we'll explain the timings and costs before anything is arranged.
We're here, at any hour
Whatever stage you're at — even if you're only trying to work out what comes next — one call is enough. We'll take it from there.