Standard BNQ 9700-699 Professional Customer Service - Funeral Service Providers
The death of a loved one leads to numerous procedures for the survivors, who will usually use a funeral service provider. Of course, the expectations placed on these businesses are great, in large part due to the upheaval resulting from the death. Funeral service providers will therefore benefit from referring to the BNQ 9700-699 standard, which sets out requirements regarding the quality of service delivery specifically in this field. The standard covers the following:
professionalism and compliance with legislation and regulations;
record keeping, identification, contractual documents and confidentiality;
reception, communication, transportation and presentation procedures;
transportation, offices and service rooms; outsourcing, cremation, products offered and pre-arrangements;
staff training, client satisfaction and complaint handling.
This standard has been designed to ensure that the services provided are high-quality and transparent, and to better protect those affected by a death so that they may better deal with their grief.
Download standard
12673
ANG
BNQ 9700-699
Professional Customer Service - Funeral Service Providers
This edition reaffirms (reapproves) the edition dated month July 10, 2009, which now includes
Amendment No. 1 dated August 12, 2021. Consequently, this edition is equivalent to the
previous edition.
Prestation de services professionnels à la clientèle - Entreprises de services funéraires
La présente édition reconduit (confirme), en les intégrant, le texte de l'édition du 10 juillet 2009
et le texte du modificatif n° 1 du 12 aout 2021. Par conséquent, la présente édition est
équivalente à l'édition antérieure.
Association des cimetières catholiques romains du Québec
Ms. Brigitte Deschênes
La résidence funéraire Saguenay
Mr. Denis Desrochers
Les Centres funéraires Grégoire et Desrochers
Mr. André Fournier
Maison commémorative familiale Fournier
Mr. Jonathan Goyer
Corporation des thanatologues du Québec
Mr. Yves Leclairc
Union des consommateurs (UC)
Mr. Denis Jean Marcoux
Solutions 4T gestion de projet
Mr. Danis Prud'homme
Réseau FADOQ
Mr. Yvan Rodrigue
Lépine Cloutier
Mr. Francis Rémillard
Office de la protection du consommateur - Direction des services aux clientèles et de la surveillance administrative
Ms. Geneviève Veilleux
Arbor Memorial Services
Ms. Nathalie Viens
Experte
Certification Offer
Clients will trust a funeral service provider that is certified. Therefore, seeking BNQ certification is the best decision a funeral service provider can make to shine in the eyes of its clients. The BNQ offers a certification program on the basis of four documents, including the BNQ 9700-999 certification protocol. As part of the certification process, the funeral service provider must provide documentation that must be updated continually. As well, the BNQ will verify that all the requirements of the program have been fulfilled. The verification will be performed in two steps:
verification of documentation from the funeral service provider;
interviews, direct verification of activities or verification of the results of activities.
This certification program is accredited by the Standards Council of Canada.
Download documents required for certification (French only)
12643
FRN
BNQ 9700-999
Prestation de services professionnels à la clientèle - Entreprises de services funéraires - Protocole de certification
Daniel Gagnon, Eng. Program Leader Bureau de normalisation du Québec Tel.: 418-652-2230 / 1-800-386-5114, ext. 2230
This email address is being protected from spambots. You need JavaScript enabled to view it.
Clients will trust a funeral service provider that is certified. Therefore, seeking BNQ certification is the best decision a funeral service provider can make to shine in the eyes of its clients. The BNQ offers a certification program on the basis of four documents, including the BNQ 9700-999 certification protocol. As part of the certification process, the funeral service provider must provide documentation that must be updated continually. As well, the BNQ will verify that all the requirements of the program have been fulfilled. The verification will be performed in two steps:
