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CCSC Releases 2000 Activity Survey Data
The Cemetery Consumer Service Council
(CCSC) has announced the results of its Activity Survey Report for the
year 2000. A total of 82 complaints and inquiries were processed during
the year. Of that number, 76 were resolved. Nine complaints and
inquiries were pending at the beginning of the year while another six
remained at year's end. These figures are based on the responses
provided by 22 of the 39 state and regional CCSC committees.
Among the various types of complaints and inquiries received, 31 dealt
with improper cemetery maintenance, 16 with questionable sales
practices, four with truth-in-lending matters and other contractual issues,
15 with cemetery rules and regulations, and another 11 with a variety of
other issues including simple inquiries into cemetery practices.
The Cemetery Consumer Service Council is now in its 22nd year of
operation and continues to improve its effectiveness to assist
consumers. An increasing number of calls originate as referrals from
Better Business Bureaus and similar organizations. The CCSC also
contacts members of Congress to advise them of the assistance and
information the Council can offer their constituents.
CCSC is a non-profit organization created in 1979 and is funded by the
International Cemetery and Funeral Association, the Cremation
Association of North America, the Central States Cemetery Association
and the Southern Cemetery Association. The sole purpose of CCSC is to
assist consumers, without charge, in resolving complaints or answering
inquiries regarding cemetery services or policies. Participation in the
complaint resolution process is voluntary for both the consumer and the
cemetery.
Industry members volunteer their time and experience to serve as CCSC
representatives in their respective states. The Federal Trade
Commission, the U.S. Department of Veterans Affairs, various state
consumer protection agencies, and offices of attorneys general are
periodically notified of CCSC activities and are among the major sources
for consumer referrals. CCSC is listed in the Consumer's Resource
Handbook, a U.S. government publication that is circulated to public
libraries and consumer assistance agencies throughout the nation.
Complaints are handled by the state and regional committees with the
national CCSC office in the Washington, D.C. area being the overall
coordinator of the project and the central contact point. Complaints
received by the national office are logged in and each is given a file
number for tracking purposes. A copy of the complaint is then forwarded
to the appropriate state representative for investigation and action.
At that point, many complaints are resolved by telephone and the
consumer is promptly notified of the results. It is rare for a cemetery
to refuse to participate in the CCSC dispute resolution process. Where
no committee exists, CCSC works with the cemetery board or similar
government agency to assist the consumer.
Industry members and consumers can reach the CCSC at P.O. Box 2028, Reston, VA 20195-2028; (703) 391-8407; fax (703) 391-8416.
SUMMARY - 2000 ACTIVITY SURVEY
22 out of 39 State Committees Reporting
Number of Complaints and Inquiries:
Pending at beginning of year - 9
Received during year - 73
Resolved during year - 76
Inquiries pending at end of year - 6
Categories of complaints and inquiries received:
Improper maintenance - 31
Questionable sales practices - 16
Truth-in-lending and other contractual deficiencies - 4
Rules and regulations - 15
Other - 11
Have any complaints or inquiries received by your committee during the
year gone to litigation or other legal action?
Yes: 0 states
If yes, how many? N/A
Check the agencies and organizations that your committee has notified
about the availability of its services:
attorney general - 17
Better Business Bureau - 13
local TV station - 4
state cemetery board - 15
Chamber of Commerce - 6
newspapers - 4
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