Lost ashes, unanswered emails and families desperate for answers.
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The unfolding debacle at Norwood Park Crematorium, a privately run facility servicing the entire Canberra region, is the best argument yet for a new, government-run facility.
In November, Canberra man Eddy Mol was told the crematorium had lost the ashes of his son, Timothy, who died in 1978 after living for only a few hours. Another family is concerned the ashes of their daughter Claire Falvey, stillborn in 1978, may be missing after several inquiries as to their whereabouts over the past 20 years remained unanswered.
Distressingly, Norwood Park manager Stephen Beer told Tara Cheyne, the politician making inquiries on behalf of several families, that he had no knowledge of the Claire Falvey case. He also told Ms Cheyne his staff were finding the affair distressing.
The crematorium, almost by definition, deals regularly with the bereaved, recent or otherwise. It's a difficult job requiring compassion and empathy, even while functioning as a business. The idea that extra distress has been caused by what could well have been an administrative oversight must be difficult for all involved.
But businesses, particularly those dealing with families in extremis, should have protocols for dealing with complaints, no matter how minor or far in the past.
Put simply, the crematorium provides a particular service – cremating people's remains and, in many cases, placing those remains in a designated place so that families have somewhere to visit.
Even more simply, the crematorium has one job. If it fails that one job, as was the case for Eddy Mol and the ashes of his infant son, questions need to be answered.
But, by several accounts, the facility has not been forthcoming. Two more families have since come forward with concerns about missing ashes. One set of ashes has been found (as a result of an extended search for those of Timothy Mol, still missing). Another set remains a mystery, as the family are yet to receive answers to multiple inquiries.
Ms Cheyne, Mr Mol and Nilena Falvey, Claire's sister, have all reported their frustration at the crematorium's slow or non-existent communication.
The debacle hints at, if not mismanagement, an overwhelming workload that has left the staff ill-equipped to deal with inquiries or problems as they arise. The fact that staff seem unable to deal, even perfunctorily, with those seeking assurances or explanations suggests the need for government intervention.
City services minister Chris Steel has been made aware of the issue, and the director-general of the City Services Directorate, Jim Corrigan, says he's looking into what recourse is available, given the facility is privately run.
Mr Mol's case was highly unusual but, given what has since transpired, and as Canberra is swiftly outgrowing the only cremating facility available, it seems likely there will be more coverage of this issue.