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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
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.
Version Language Publication date Edition Updated on No. of pages Price
9700-6999700-699A:PDFPDFEnglish2009-07-10
(R 2021-08-24)
23485 $
9700-6999700-699AR:PDFNetwork PDF LicenseEnglish2009-07-10
(R 2021-08-24)
234255 $
12642FRNBNQ 9700-699 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.
Version Language Publication date Edition Updated on No. of pages Price
9700-6999700-699:PDFPDFFrench2021-08-24
(R 2021-08-24)
23585 $
9700-6999700-699R:PDFNetwork PDF LicenseFrench2021-08-24
(R 2021-08-24)
235255 $

Standards committee members

Number of committee members: 12
Mr. Gino CloutierAssociation des cimetières catholiques romains du Québec
Ms. Brigitte DeschênesLa résidence funéraire Saguenay
Mr. Denis DesrochersLes Centres funéraires Grégoire et Desrochers
Mr. André FournierMaison commémorative familiale Fournier
Mr. Jonathan GoyerCorporation des thanatologues du Québec
Mr. Yves LeclaircUnion des consommateurs (UC)
Mr. Denis Jean MarcouxSolutions 4T gestion de projet
Mr. Danis Prud'hommeRéseau FADOQ
Mr. Yvan RodrigueLépine Cloutier
Mr. Francis RémillardOffice de la protection du consommateur - Direction des services aux clientèles et de la surveillance administrative
Ms. Geneviève VeilleuxArbor Memorial Services
Ms. Nathalie ViensExperte

 

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 $

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Contact

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