centennial park Centennial Park Cemetery Authority is South Australia s largest provider of cremation, memorial, chapel and burial services.

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1 I centennial park cemetery authority centennial park is South Australia s largest provider of cremation, memorial, chapel and burial services. Please feel free to contact one of our consultants who can assist with your queries on or visit Centennial Park Cemetery Authority Telephone Facsimile enquiry@centpark.org.au Goodwood Road Pasadena South Australia 5042

2 pre-paid options pre-planning your funeral and cemetery arrangements

3 Centennial Park Cemetery Authority Telephone Facsimile Goodwood Road Pasadena South Australia 5042

4 celebrating life Centennial Park has played a vital part in the South Australian community since 1936 and provides an essential service to the community of South Australia. Our staff take pride in our history, the park and the role that we play in providing these services to the community. We believe that the public of South Australia, in choosing Centennial Park as the final resting place for their relatives, are entitled to expect the very highest standards of individualised attention. Centennial Park understands the need for you to take control of your options and have the ability to choose the type and style of services that suit your wishes.

5 1 centennial park cemetery authority pre-planning your funeral and cemetery arrangements The bereavement that goes with the loss of a loved one will affect your family both emotionally and financially. However, with some pre-planning there is an opportunity to relieve some of the stress from those closest to you. Centennial Park can assist with your pre-planning and discuss options with you. Some common questions are: Is your preference for cremation or burial? Which grave location would you like? What type of memorial would you prefer? Centennial Park has developed a pre-paid solution so you can rest assured that during a stressful time your family are taken care of and your wishes are being met. 3 step solution to pre-planning. The table below shows the pre-paid options that provides families flexibility and choice. CEMETERY / CREMATORIUM / CHAPELS / MEMORIAL GARDENS Step 1. Centennial Park Position Select and purchase a burial or memorial interment right. Step 2. Centennial Park Pre-paid Products and Services Certificate (PPSC). Pre-pay a selection of Centennial Park fees at current prices. FUNERAL DIRECTOR / INVESTMENT Step 3. Pre-paid Funeral Plan / Funeral Bond Pre-pay a selection of fees for your preferred Funeral Director or invest money into a Funeral Bond. We believe that through following all or a combination of the 3 steps above, you will be able to ensure that your wishes are carried out. Your family will have minimal financial decisions to make and can instead focus on their grieving processes. Financial benefits of a pre-paid solution Your pre-paid solution has numerous financial benefits for you as well as providing peace of mind for your family. Any money that you pay towards a burial or memorial position at Centennial Park, towards a Centennial Park Pre-paid Products and Services Certificate (PPSC) and money that you may pay to a Funeral Director for a pre-paid funeral plan are exempt under current legislation from asset and means testing for social welfare purposes. This basically means that money that you have set aside in a pre-paid solution does not count towards your assets. In addition, by pre-paying the solution you pay today s prices and avoid any future price rises.

6 2 other benefits of a pre-paid solution Numerous other benefits exist when opting to pre-pay your funeral and cemetery arrangements; Your family will be relieved from financial burdens. You can ensure that your exact wishes are made known and are carried out. It makes financial sense because you can fix the price of your funeral and cemetery costs at today s prices. Under current legislation any money spent on pre-paying funeral expenses are exempt from asset and means testing. Provides you with greater choice including the ability to choose your desired burial or memorial position. You can still choose your preferred funeral director. You have the ability to cancel arrangements at any time and receive a refund (for Centennial Park products). Pre-paying reassures you and your family, and protects your family from unnecessary stress during a difficult time.

7 case study one Mary and John have decided that burial is the only option for them. After discussing options with Centennial Park s consultants, Mary and John purchased a burial position at Centennial Park and also took out a Centennial Park Pre-paid Products and Services Certificate (PPSC) to cover the costs associated with their burial services (eg, cemetery digging fees). Mary and John also enquired about the possibility of paying their Funeral Director fees for the actual funeral service itself. Our consultant referred them to a few local funeral directors and Mary and John have also taken out a Pre-paid Funeral Plan with a funeral director to cover the funeral expenses (use of mortuary preparation, casket, flowers etc). Mary and John from Mitcham

8 case study two Judy s husband passed away several years ago and was cremated with his ashes scattered off the Glenelg jetty. After the death of her husband, Judy discussed options with her family and Centennial Park s consultants. Judy decided a simple funeral would suit her needs, and she would like her cremation to occur at Centennial Park. Judy took out a Centennial Park Pre-paid Products and Services Certificate (PPSC) to cover the cost of the cremation and a Pre-paid Funeral Plan with her local funeral director to cover the remaining costs of the funeral service. Judy from Glenelg

9 case study three Richard and Julie had several discussions with their family since they retired and had decided that both Richard and Julie would be cremated, and would prefer a cremation memorial where friends and family can come and visit them and think of fond memories. After meeting with one of our consultants, Richard and Julie both took out Centennial Park Pre-paid Products and Services Certificates (PPSC) to cover the cost of their chapel services, cremations and memorial plaques. They also chose and purchased a memorial position near a water fountain, just like they had at home. Richard and Julie did not have a preference for a Funeral Director, so instead of taking out a Pre-paid Funeral Plan with a funeral director, they took out a Funeral Bond and invested some money. They believed that this would still cover the financial costs of their funerals, but would allow their children to be involved in choosing a funeral director at the time of their passing. Richard and Julie from Norwood

10 questions and answers Q. What if you change your mind? Centennial Park offers a refund on your Centennial Park Pre-paid Products and Services Certificate (PPSC) if your circumstances change or you change your mind. When you take out your PPSC, you have a 5 business day cooling off period, where you can request a full refund. After this time, a refund will incur a small administration fee for processing. Q. What if I move interstate or overseas? Centennial Park understands that circumstances change and is able to offer a refund on your Centennial Park Pre-paid Products and Services Certificate (PPSC). Q. Who is eligible for a Centennial Park Pre-paid Products and Services Certificate (PPSC). Anyone is eligible to take out a Centennial Park Pre-paid Products and Services Certificate (PPSC) regardless of age or health. Q. Can I transfer my pre-paid cemetery plan to another person? No, Centennial Park Pre-paid Products and Services Certificate (PPSC) are non-transferable. It can be refunded however. Q. Can I still choose my preferred funeral director? Yes, the Centennial Park Pre-paid Products and Services Certificate (PPSC) does not cover your funeral director fees and charges and we encourage you to make arrangements with a funeral director. We can assist you in selecting a funeral director if you do not already have a preference. Q. Can I change my Centennial Park Pre-paid Products and Services Certificate plan? No, it is not possible to make changes to your Centennial Park Pre-paid Products and Services Certificate (PPSC). It can be refunded however. Q. Are there any other costs? You will not be charged any further costs for the services and products that you have pre-paid. We firmly believe in only allowing people to pre-pay fees for services which we know that we can provide both now and in the future. Therefore only core fees can be pre-paid. Other costs, such as catering for chapel services cannot be pre-paid and will be an option that your family can discuss at the time of making your funeral arrangements with your funeral director. Q. Who owns the burial or memorial site? The burial or memorial position is not owned by you, however if you purchase an interment right, you will have the right to use that position for the duration of your interment right (people commonly compare this to leasing a house). Whoever is the nominated holder of the interment right is the person who has control over the position; we recommend that you have discussions with your family about who should be responsible for your position. An interment right must be purchased and allocated at the time of request, it cannot be paid for through a Pre-paid Products and Services Certificate (PPSC). Q. Can I pay in instalments? Yes, you can enter into a layby agreement with Centennial Park for a period of up to six months. If you require the services before the layby is paid in full, the paid layby amount will be refunded and your family must then make payment in full. Please ask our consultants about the layby terms and conditions should you require this option.. Q. Can I pay for just the chapel service or cremation? Yes, Centennial Park understands that not all funeral arrangements are the same, a Centennial Park Pre-paid Products and Services Certificate (PPSC) allows for the flexibility for you to choose what aspects of your Centennial Park products and services you wish to pre-pay.

11 7 centennial park cemetery authority pre-paid products and services policy statement Purpose This policy states the commitment of the Authority in providing products and services to the community both now and in the future, and providing an option for members of the public to pre-pay specific fees in advance in exchange for a certificate which can then be redeemed at a future date for the provision of the products and services. The offering of pre-paid products and services is beneficial to both the Authority and the public, in that the Authority has secured income for the future and the public has the opportunity to pre-pay fees at current prices without the concern of inflation and other related price increases for Authority products and services. This policy is intended to inform internal procedure as well as assure members of the public of the Authority s commitment to transparent processes and handling of pre-paid products and services. Provision of Pre-paid Products and Services The Fair Trading (Pre-paid Funerals Industry Code) Regulations 2011 (Regulations) govern the administration and management of pre-paid funeral contracts which are entered into between funeral directors and the general public for the provision of funeral services. The Authority is not bound by the Regulations as it is not a funeral director, nor does the Authority conduct the business of arranging funeral services. The Authority provides products and services which are inputs into funeral services conducted by funeral directors. The Authority is therefore able to offer the flexibility of pre-paid products and services direct to the general public outside of the Regulations and without entering into a pre-paid funeral contract as prescribed by the Regulations. The Authority will, however, be contractually bound to provide pre-paid products and services to the person who has paid for the products and services. Pre-payments made for products and services will be evidenced by a Pre-paid Products and Services Certificate issued by the Authority. A person issued with a Pre-paid Products and Services Certificate can then present the certificate to a funeral director when arranging a funeral service for a beneficiary nominated on the certificate and the Authority will provide any products and services which have been pre-paid at no additional cost. A Pre-paid Products and Services Certificate is not a financial investment, it is a product purchased in advance of need. Fees which have been pre-paid to the Authority are exempt from asset and means testing in accordance with Section 1118 of the Social Security Act Limitation on Pre-paid Products and Services The Authority will only offer core products and services for pre-payment. These are the products and services which the Authority reasonably assures that it will be providing in the future given the Authority s role. Products and services provided by the Authority which change over time are not able to be pre-paid (for example urns, catering and other associated items which change on a regular basis). Similarly items not directly or reasonably associated with core funeral products and services such as exhumation fees will not be available for pre-payment. The limited set of products and services which are available for pre-payment will be approved by the Board of the Authority and be published as a separate fee schedule for provision to customers to assist them in decision making about pre-paid arrangements. Request for Pre-paid Products and Services A Request for Pre-paid Products and Services Form must be completed and submitted to the Authority with full payment before a Pre-paid Products and Services Certificate will be issued. The form includes the following definitions: the Provider - Centennial Park Cemetery Authority the Applicant - the person who applied for the pre-paid products and services the Beneficiary - the person for whom the pre-paid products and services may be redeemed upon their death There may be multiple beneficiaries noted on the request form and Prepaid Products and Services Certificate, however the pre-paid products and services can only be redeemed for one beneficiary per certificate. The Pre-paid Products and Services Form requires the signatures of certificate holder, each beneficiary. The form must also detail the quantity and value of each pre-paid product and service. Once the form is processed and payment received in full, the Authority will issue a Pre-paid Products and Services Certificate. No products or services will be provided on a pre-paid basis unless and until a valid Pre-paid Products and Services Certificate has been paid in full and been issued by the Authority.

12 8 Pre-paid Products and Services Certificate The Authority will issue a Pre-paid Products and Services Certificate confirming the Authority s commitment and contractual obligation to provide the pre-paid products and services detailed on the certificate at a future date for the benefit of a beneficiary listed on the certificate. Each Pre-paid Products and Services Certificate has a unique certificate number which accurately identifies the particular certificate and will be used for record keeping and administrative purposes by the Authority. Redemption of Pre-paid Products and Services Certificate The Pre-paid Products and Services Certificate can be redeemed when products or services are being requested from the Authority upon the death of a listed beneficiary. It is the responsibility of the certificate holder or beneficiary to ensure sufficient information is available to their family or other people who will be arranging their funeral to enable them to advise the funeral director who is responsible for conducting the funeral service (or the Authority) that a Pre-paid Products and Services Certificate exists. The Authority has no general responsibility to inform any person that a Pre-paid Products and Services Certificate has been issued and will not monitor death notices in order to contact the families of beneficiaries noted on Pre-paid Products and Services Certificates. The Authority will, however, provide information to a certificate holder, beneficiary, executor or family member of a beneficiary who is deceased or a funeral director engaged in respect of a beneficiary s funeral on specific request. Upon production of a valid Pre-paid Products and Services Certificate, the Authority will provide the products or services which have been pre-paid. Any fees or surcharges for products or services acquired from the Authority which have not been pre-paid will be payable as per standard operating practices (for example, the customer chooses additional options not covered by the pre-paid certificate). Refund of Pre-paid Fees The Authority will provide a 5 business day cooling off period once a Pre-Paid Products and Services Certificate has been issued, during which time a full refund will be paid to the Certificate Holder if there is a change in requirements and a Request for Refund of Pre-paid Fees form has been completed and submitted to the Authority. After this cooling off period, a refund will be paid to the certificate holder less an administration fee which will be set by the Board of the Authority. The refund amount will be based on the amount initially paid for a product or service, not the current fee amount. A refund is only possible if the Pre-paid Fee Certificate has not been redeemed. A Request for Refund of Pre-paid Fees Form must be completed and signed by the Certificate Holder and the beneficiary (or in the event of the death of either - the executor or administrator of the estate of the deceased certificate holder or beneficiary). The Authority will also refund any amounts that have been Pre-paid for products and/ or services that it can no longer provide and where alternatives proposed by the Authority are not acceptable to the certificate holder and beneficiaries. The Authority will make available a Request for Refund of Pre-paid Fees Form which must be completed in full and submitted to the Authority before a refund can be processed. Transferability The Pre-paid Products and Services Certificate cannot be transferred to another person and can only be redeemed for the use of a beneficiary noted on the certificate. Changes to Pre-paid Products and Services Once a Pre-paid Products and Services Certificate has been issued by the Authority no changes to the products or services which have been pre-paid fees are permitted. If changes are required, the Pre-paid Products and Services Certificate must be cancelled and refunded (see Refund of Pre-paid Fees). A new Pre-paid Products and Services Certificate can then be requested and paid for detailing the relevant pre-paid products or services. Unclaimed Certificates If a Pre-paid Products and Services Certificate has been issued and is not redeemed or cancelled within 75 years of issue, the Authority will cancel the certificate and it will no longer be valid for redemption or refund.