Our Code of Conduct & Ethics

At West Coast Cremation Society & Burial Services, we work to the highest standards as defined by the Consumer Guide to Funeral and Cemetery Purchases.

This is provided by the Department of Consumer Affairs, which helps provide a fair and ethical marketplace for California consumers making end-of-life decisions.

We also follow all state and federal laws that govern the funeral profession in the United States of America. In addition, we have drawn up our own code of ethics, to which every employee is bound:

Code of Conduct & Ethics for All Employees of West Coast Cremation & Burial Services

Handling the Deceased

You must attend to the deceased with the greatest respect, from the moment of collection to the moment of disposition. Treat the deceased as you would want your own loved one to be treated. With this in mind, we expect you to:

  • keep the deceased covered with clothing or a gown at all times use the crematory’s positive identification system to ensure the identity of the body, bone fragments and ground particles is confirmed at every stage
  • follow mortuary procedures rigorously and uphold state and federal law (if you are not sure that a certain action is permitted, seek advice from an internal or external expert)
  • ensure all personal possessions of the deceased are removed, documented and returned to the authorizing agent
  • ensure a licensed professional is present when the body is placed in the cremation chamber
  • carry out the disposition of the cremains in accordance with the instructions of the authorizing agent
  • keep confidential all information about the deceased unless you are required by law to disclose certain information (see our procedures manual for information required for death certificates, disposition permits, etc.)

Dealing with the Client

Remember that most of our clients have just lost a close friend or relative and so will be overwhelmed with grief. They will also be looking for guidance and support in arranging something that may be an everyday occurrence for you but is unknown or unfamiliar territory for them. Therefore, we expect you to:

  • treat all clients with courtesy, compassion and patience every time you have contact with them (be prepared to explain the process step by step and speak always in layman’s terms)
  • follow consumer laws and deal honestly with our clients at all times; never put pressure on a client to purchase from us (taking into account
  • ethical consideration protects the client’s rights and the moral position of our company)
  • ensure clients are quoted prices over the phone and given our General Price List when making or asking about arrangements online (that is federal law); never hide the costs of optional services or merchandise
  • safeguard all physical and digital records relating to the deceased, the authorizing agent and the cremation process at all times by following our procedures for dealing with sensitive data
  • refuse any courtesies or gifts that may be viewed as unfair business inducements, that would violate the law, or that would reflect negatively on our reputation

Dealing with Colleagues

We all deserve to be treated with respect in our workplace. Shared respect brings out the best in us, contributes to the success of the business, and provides a better quality of service to our clients. Consequently, we ask you to:

  • speak to your colleagues with courtesy and treat everyone equally (work in the spirit of mutual cooperation and accept responsibility for your own actions and decisions)
  • follow the guidelines set out in our safety manual to ensure a safe and healthy environment for all
  • If something seems wrong – such as a violation of a regulation – speak up promptly (we all benefit when an employee raises questions or refuses to conceal unethical behavior)

OUR COMMITMENT

WE’LL ALWAYS BE AVAILABLE

You can call us whenever you need us, 24 hours a day, 365 days a year. Ask us for advice about pre-planning or for support during your time or loss.

WE’LL ACT WITH COMPASSION

You can be sure you and your loved one will be treated with respect always. To offer closure, you may witness the beginning of the cremation process.

WE’LL BEHAVE WITH INTEGRITY

You’ll be quoted the complete price of the cremation upfront (no surprise costs). You won’t be charged for something that is not necessary or hasn’t been done.

WE’LL HANDLE THE CREMATION

We’ll never sub-contract our services. Your loved one will be identified at every stage, so you can be certain you’ll receiving your loved one back after the cremation.

WE’LL BE FULLY PROFESSIONAL

All our staff are fully trained to the highest standards. You can rely on us to abide by our procedure’s manual and code of ethics at all times.

WE’LL SAFEGUARD ALL RECORDS

Your loved one’s records will be filed on time, kept in a secure location, and made available to the authorities to ensure that we comply with the law.