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Funeral Service Providers

funeral service

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

12673ANGBNQ 9700-699 Professional Customer Service - Funeral Service Providers
Version Language Publication date Edition Updated on No. of pages Price
9700-6999700-699A:PDFPDFEnglish2009-07-1013485 $
9700-6999700-699AR:PDFNetwork PDF LicenseEnglish2009-07-10134255 $
12642FRNBNQ 9700-699 Prestation de services professionnels à la clientèle - Entreprises de services funéraires
Version Language Publication date Edition Updated on No. of pages Price
9700-6999700-699:PDFPDFFrench2009-07-1014185 $
9700-6999700-699R:PDFNetwork PDF LicenseFrench2009-07-10141255 $

Standards committee members

Number of committee members: 15
Mr. Pierre BeaudoinUniversité Laval
Mr. André BouchardLicencié en théologie
Ms. Sophie ChartrandLa Maison Monbourquette
Mr. Gino CloutierAssociation des cimetières catholiques romains du Québec
Ms. Brigitte DeschênesLa résidence funéraire du Saguenay
Mr. Denis DesrochersCentre funéraire Grégoire et Desrochers inc.
Mr. André FournierMaison commémorative familiale Fournier
Mr. Denis Jean MarcouxSolutions 4T gestion de projet
Mr. Marc PoirierCorporation des thanatologues du Québec
Mr. Danis Prud'hommeRéseau FADOQ
Mr. Yvan RodrigueLépine Cloutier - La Souvenance
Mr. Francis RémillardOffice de la protection du consommateur
Mr. Charles TanguayUnion des consommateurs
Mr. Yoland TremblayCimetière Notre-Dame-des-Neiges
Ms. Geneviève VeilleuxArbor Memorial Services inc.


Certification Offer 

Marque de certification - Professionnalisme certifiéClients 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)

12643FRNBNQ 9700-999 Prestation de services professionnels à la clientèle - Entreprises de services funéraires - Protocole de certification
Version Language Publication date Edition Updated on No. of pages Price
9700-9999700-999:PDFPDFFrench2010-12-071M1 2012-05-251660 $
9700-9999700-999R:PDFNetwork PDF LicenseFrench2010-12-071M1 2012-05-2516180 $

Certified businesses

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Promotional Documents (French only)

Press review (French only)


Daniel Gagnon, Eng.
Program Leader
Bureau de normalisation du Québec
Tel.: 418-652-2230 / 1-800-386-5114, ext. 2230
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