COVID-19 The BNQ is currently continuing operations remotely for both ongoing files and new mandates. Appointments will continue to be made online, by email and by telephone until our offices are reopened. Please note, however, that the sale of documents in paper format is temporarily suspended. We invite you to use the electronic versions available online. If you have any queries, please contact our customer service department at bnqinfo@bnq.qc.ca.
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
Reapproval (confirmation) project (to Be Published)
Association des cimetières catholiques romains du Québec
Ms. Brigitte Deschênes
La résidence funéraire du Saguenay
Mr. Denis Desrochers
Centre funéraire Grégoire et Desrochers inc.
Mr. André Fournier
Maison commémorative familiale Fournier
Mr. Denis Jean Marcoux
Solutions 4T gestion de projet
Mr. Marc Poirier
Corporation des thanatologues du Québec
Mr. Danis Prud'homme
Réseau FADOQ
Mr. Yvan Rodrigue
Lépine Cloutier - La Souvenance
Mr. Francis Rémillard
Office de la protection du consommateur
Mr. Charles Tanguay
Union des consommateurs
Mr. Yoland Tremblay
Cimetière Notre-Dame-des-Neiges
Ms. Geneviève Veilleux
Arbor Memorial Services inc.
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
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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:
