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Cemetery Consumer Service Council Releases 2005 Activity Survey Data
The Cemetery Consumer Service Council (CCSC) has announced the results of its Activity Survey Report for the year 2005. A total of 237 complaints and inquiries were received during the year and 192 were resolved. Fifteen complaints and inquiries were pending at the beginning of the year while another 21 remained at year's end. These figures are based on the responses provided by 21 of the 40 state CCSC committees and state agencies where no CCSC committee exists.
Among the various types of complaints and inquiries received, 42 dealt with improper cemetery maintenance, 91 with questionable sales practices, 6 with Truth in Lending matters and other contractual issues, 38 with cemetery rules and regulations, and another 38 with a variety of other issues including simple inquiries into cemetery practices. Not all agencies track the types of inquiries they receive.
The Cemetery Consumer Service Council is now in its 27th 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 to 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 and Funeral Association. Recently, new sponsors include the Western Cemetery Alliance, the Illinois Cemetery and Funeral Home Association, and the Cemetery & Mortuary Association of California. 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 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 state cemetery board or similar government agency to assist the consumer.
SUMMARY
2005 Activity Survey
21 out of 40 State Committees Reporting
Number of Complaints and Injuries:
- Pending at beginning of year.....15
- Received during year.....237
- Resolved during year.....192
- Inquiries pending at end of year.....21
Categories of complaints and inquiries received:
- Improper maintenance.....42
- Questionable sales practices.....91
- Truth in lending and other contractual deficiencies.....6
- Rules and regulations.....38
- Other.....38
Have any complaints or inquiries received by your committee during the year gone to litigation or other legal action? Yes—3 states
If yes, how many? 3 cases
Check the agencies and organizations that your committee has notified about the availability of its services:
12 attorney general
6 better business bureau
1 local TV station
13 state cemetery board
4 Chamber of Commerce
2 newspapers
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