Immediate Support for Sydney Families
What to do when someone dies
in Sydney
A calm guide for families navigating the first hours and days after a death.
If someone has just died, you probably have more time than you think. This guide explains what to do when someone dies in Sydney, who to call first, and what happens next.
If someone has just died
Expected death — contact the doctor or palliative care team
Unexpected death — call Triple Zero (000)
Spend time with your loved one if you wish
Contact a funeral director when you're ready
You have more time than you think
One of the most common things families tell us is that they felt they had to act immediately — that decisions had to be made right away, that their person had to be moved quickly, that everything had to happen at once.
In most circumstances, this simply isn’t true.
You are allowed to sit with your person. To gather the people who need to be there. To take a breath before the practical decisions begin. The urgency families often feel in those first hours is rarely necessary — and a good funeral director will always tell you this from the very first call.
What happens next depends on where the death occurs
At Home — Expected Death
If the death was expected — following a terminal illness, palliative care, or old age — call your doctor or palliative care team. They will attend to confirm the death and begin the necessary paperwork.
If you have already spoken with a funeral director in advance, let them know when you’re ready for them to attend. There is no need to call immediately.
Provided the room can be kept reasonably cool, your person can remain at home for up to around 12 hours naturally — and longer with the support of a cooling plate. You do not have to hand them over straight away.
At Home — Unexpected Death
If the death was sudden or unexpected, call emergency services on Triple Zero (000). Police and ambulance will attend.
In cases of unexpected death, the Coroner may need to be involved to determine the cause of death. This can delay the funeral by several days or even weeks depending on the circumstances. Your funeral director can guide you through this process and be with you throughout.
In Hospital
Hospital staff will contact the family as soon as possible and will usually allow time for family members to sit with their person before they are moved to the hospital mortuary.
If a death happens overnight or on a weekend, we are available to talk you through what happens next, any time.
Transfers are usually arranged during business hours, though your person can remain safely in the hospital mortuary, in the meantime — and we’ll always do our best to accommodate a specific time that suits your family.
In a Nursing Home or Care Facility
Staff will contact family as soon as possible and are generally happy to allow time for family and friends to say their goodbyes.
Nursing homes generally require the transfer to happen the same day, so once you’ve had that time together, let your funeral director know and we’ll arrange collection as soon as we can — during business hours where possible, though after-hours transfers can be arranged if needed.
What do I need to do in the first 24 hours?
You don’t need to have everything figured out immediately. In the first 24 hours, the most important things are:
- Confirm the death with the appropriate medical professional
- Call emergency services if the death was unexpected
- Spend time with your loved one if you need to
- Notify close family and those who need to know
- Contact a funeral director when you feel ready
That’s it. Everything else can wait.
The first few days
Once your loved one has been taken into care, try to give yourself at least a day or two before making major decisions.
You will likely be exhausted — physically and emotionally. Numbness, disorientation and a strange sense of unreality are all completely normal in those first days. There is no right way to feel and no normal behaviour to conform to.
You may feel pressure to contact extended family and friends immediately, to start planning, to keep moving. But it can also be important to keep things close — to prioritise your immediate circle for a little while and give yourself space before the world starts asking things of you.
Take it at your own pace.
Understanding Death Certificates in NSW
Understanding Death Certificates in NSW
There are two types of death certificate issued in NSW and it is worth understanding the difference.
The Medical Cause of Death Certificate is issued by the attending doctor or, in cases involving the Coroner, by the Coroner’s office. Your funeral director receives this within a few days and uses it to proceed with the cremation or burial.
The Official Death Certificate is issued by NSW Births, Deaths and Marriages. This generally arrives around three weeks after the burial or cremation and is sent by registered post directly to the Next of Kin or Executor.
It is not until you receive the Official Death Certificate that you can begin managing your loved one’s legal and financial affairs — closing accounts, managing the estate and so on.
The Australian Death Notification Service (ADNS) is a government website that allows you to notify multiple organisations of a death at once and can save families many hours of phone calls.
Documents you'll need
In the days and weeks following a death you may need:
- The Medical Cause of Death Certificate — your funeral director will assist with this
- The Official Death Certificate — issued by NSW Births, Deaths and Marriages
- The deceased’s Will, if one exists
- Bank account and financial details for the estate
- Any insurance policies
- Medicare and Centrelink details
- Details of any pre-paid funeral arrangements
Your funeral director can help point you in the right direction for many of these, and your solicitor or estate executor can guide you through the legal process.
You may also find our guide to Funeral Costs in Sydney helpful when you begin planning the funeral.
Finding the right Funeral Director
Choosing a funeral director is one of the first practical decisions you’ll make, but it doesn’t need to happen immediately. Speak with someone who answers your questions openly, explains costs clearly, and makes you feel comfortable. A good funeral director should never pressure you into making decisions before you’re ready.
Frequently asked
questions
Who do I call first when someone dies at home in NSW?
If the death was expected, contact the person’s doctor or palliative care team. They will attend to confirm the death and complete the necessary medical paperwork.
If the death was unexpected, call Triple Zero (000). Police and ambulance will attend, and the Coroner may become involved depending on the circumstances.
Once the initial medical process has begun, you can contact your chosen funeral director whenever you’re ready.
What happens if someone dies unexpectedly?
Call Triple Zero (000) immediately. Police and ambulance will attend to assess the situation. In cases of unexpected or unattended death, the Coroner may need to be involved to determine the cause of death.
This process can take several days or longer, which may delay the funeral. Your funeral director cannot speed up the coronial process, but they can guide you through what to expect and support you throughout.
Do I need to call the police when someone dies?
Only if the death was unexpected, sudden, or the cause of death is unclear. For expected deaths where someone has been under medical care and their death was anticipated, you do not need to call the police.
If you are unsure, call your doctor first. They will advise you on the appropriate next steps.
What happens if someone dies in hospital?
Hospital staff will notify the family as soon as possible and will usually allow time for family members to sit with their person before they are moved to the hospital mortuary.
Once a funeral director has been appointed they will coordinate with the hospital to bring your loved one into their care. This process is handled respectfully and at a pace that suits the family.
What if someone dies overnight or on a weekend?
We are available to talk any time, day or night, weekday or weekend — death doesn’t follow business hours, and you shouldn’t have to wait to speak with someone.
Transfers themselves are usually arranged during business hours where appropriate, but your loved one can stay at home if on a cooling plate, or remain in the care of the hospital mortuary, until the timing suits your family.
How soon do I need to contact a funeral director?
This depends on where the death occurred.
At home and most hospitals, there’s no requirement to call immediately — you can take the time you need to be with your person and gather close family before contacting a funeral director.
In a nursing home, transfer is generally required the same day, so it’s best to contact a funeral director once you and your family have had time to say goodbye, rather than waiting longer.
Your funeral director can always talk you through what applies to your specific situation.
Can a funeral director collect my loved on at any hour?
We’re available to talk any hour of the day or night — you’ll never be left without support just because it’s outside business hours. Collection itself is usually arranged during business hours, but your loved one can stay safely at home on a cooling plate, or remain in the care of the hospital mortuary, for as long as needed in the meantime.
If there’s a specific time that matters to your family — for religious reasons, to wait for family travelling from afar, or simply because you need more time — we’ll always do our best to accommodate it.
How long can someone stay at home after they've died?
In most circumstances, a person can remain at home for up to around 12 hours naturally, provided the room is kept cool. With the support of a cooling plate — a temperature-controlled surface placed beneath your person — this can be extended significantly.
Many families find this time at home deeply meaningful. If staying at home for a period feels right for your family, ask your funeral director or death care support person what is possible in your circumstances.
Is there anything I must do in the first 24 hours?
If the death was expected, very little needs to happen immediately. Confirm the death with a medical professional, notify close family, and contact a funeral director when you are ready.
If the death was unexpected, call Triple Zero (000) immediately. Beyond that, give yourself permission to slow down. The first 24 hours are for your family, not for administration.
If your loved one is in a nursing home, keep in mind that transfer is usually needed the same day — so once family have had time together, it’s worth letting your funeral director know sooner rather than later.
Who issues the death certificate in NSW?
There are two certificates. The Medical Cause of Death Certificate is issued by the attending doctor or Coroner and is received within a few days of the death. Your funeral director uses this to proceed with the cremation or burial.
The Official Death Certificate is issued by NSW Births, Deaths and Marriages and arrives around three weeks after the burial or cremation by registered post.
What is the difference between the Medical Cause of Death Certificate and the Official Death Certificate?
The Medical Cause of Death Certificate is the document that allows the funeral director to proceed with the cremation or burial. It is a medical document, not a legal one.
The Official Death Certificate — issued by NSW Births, Deaths and Marriages — is the legal document needed to manage your loved one’s financial and legal affairs, including settling the estate, closing bank accounts and dealing with insurance.
You cannot begin these processes until the Official Death Certificate has been received.
What documents will I need after a death?
The most important documents are the Official Death Certificate, the deceased’s Will, and any financial, insurance and superannuation details. Your funeral director can help you navigate the early steps, and your solicitor or executor can guide you through the legal process.
The Australian Death Notification Service can also save you significant time when notifying government agencies and financial institutions of the death.
You don't have to remember everything on this page.
When someone dies, it’s normal to feel overwhelmed. If you’re unsure what to do next, simply give us a call. We’ll guide you through the next step, one conversation at a time.
