SIST EN 15017:2019

SLOVENSKI STANDARD
SIST EN 15017:2019
01-november-2019
Nadomešča:
SIST EN 15017:2006
Pogrebne storitve - Zahteve
Funeral Services - Requirements
Bestattungs-Dienstleistungen - Anforderungen
Services funéraires - Exigences
Ta slovenski standard je istoveten z: EN 15017:2019
ICS:
03.080.30 Storitve za potrošnike Services for consumers
SIST EN 15017:2019 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN 15017:2019

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SIST EN 15017:2019


EN 15017
EUROPEAN STANDARD

NORME EUROPÉENNE

September 2019
EUROPÄISCHE NORM
ICS 03.080.30 Supersedes EN 15017:2005
English Version

Funeral Services - Requirements
Services funéraires - Exigences Bestattungs-Dienstleistungen - Anforderungen
This European Standard was approved by CEN on 28 July 2019.

CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this
European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references
concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN
member.

This European Standard exists in three official versions (English, French, German). A version in any other language made by
translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management
Centre has the same status as the official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,
Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and
United Kingdom.





EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION

EUROPÄISCHES KOMITEE FÜR NORMUNG

CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2019 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN 15017:2019 E
worldwide for CEN national Members.

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SIST EN 15017:2019
EN 15017:2019 (E)
Contents Page
European foreword . 5
Introduction . 6
1 Scope . 7
2 Normative references . 7
3 Terms and definitions . 7
4 Ethical values . 12
5 Education . 13
5.1 General . 13
5.2 Funeral director. 13
5.2.1 Responsibilities . 13
5.2.2 Qualification/Evaluation . 14
5.2.3 Minimum educational units . 14
5.3 Funeral personnel . 14
5.3.1 Responsibilities . 14
5.3.2 Qualification/Evaluation . 15
5.3.3 Educational units . 15
5.4 Embalming or thanatopraxy . 15
6 Advisory services . 15
6.1 Prerequisites . 15
6.2 Introductory advice and information . 16
6.3 Advice on the ceremony . 18
6.3.1 Obituaries . 18
6.3.2 Printed and electronic items . 18
6.3.3 Organization of the funeral ceremony . 18
6.3.4 Funeral ceremony conducted by religious or secular officiant(s) . 18
6.3.5 Music . 19
6.3.6 Post-funeral advisory and support services. 19
6.4 Services and cost . 19
6.5 Pre-need and prepaid funeral . 20
6.5.1 General . 20
6.5.2 Preliminary contact . 20
6.5.3 Consultation . 21
6.5.4 Financing . 21
6.5.5 Conclusion of the agreement. 21
7 Funeral facilities . 21
7.1 General . 21
7.2 Rooms and areas . 22
7.2.1 General . 22
7.2.2 Preparation areas . 22
7.2.3 Cooling/refrigeration . 23
7.2.4 Public area . 23
7.2.5 Administration . 24
7.3 Equipment and Working materials . 24
7.3.1 Vehicles . 24
7.3.2 Equipment for moving deceased persons . 25
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EN 15017:2019 (E)
7.3.3 Support Material . 26
7.3.4 Adornment Material . 26
7.3.5 Funeral-related services at cemeteries . 26
7.4 Personal Protective Equipment (PPE) . 26
7.5 Waste management and environment . 27
8 Transport of deceased persons or human remains . 28
8.1 Repatriation, transfer and transport. 28
8.1.1 General . 28
8.1.2 Long-distance transport . 28
8.1.3 International transport of the deceased . 29
8.1.4 International transport of cremated remains . 29
8.2 Public authority removals . 29
9 Care of the deceased . 29
9.1 General . 29
9.2 Practical procedures . 30
9.2.1 Initial procedures . 30
9.2.2 Dressing of the deceased . 30
9.2.3 Embedding . 30
9.2.4 Embalming/Thanatopraxy . 31
9.2.5 Cosmetology . 31
9.2.6 Viewing . 31
9.3 Funeral ceremony. 32
9.4 Burial (excluding cremated remains) . 33
9.4.1 Existing burial plot . 33
9.4.2 New grave . 33
9.4.3 Grave dressing . 33
9.4.4 Burial at sea . 33
9.5 Cremation . 34
9.5.1 General . 34
9.5.2 Disposal of ashes . 34
9.6 Exhumation . 34
9.6.1 General . 34
9.6.2 Exhumation on behalf of authorities . 35
9.6.3 Exhumation performed on behalf of the relatives . 35
10 Online services . 35
10.1 General . 35
10.2 Online funeral broker . 35
10.3 Online Funeral Company . 35
10.3.1 General . 35
10.3.2 Price and product information . 35
10.3.3 Documentation to the client . 35
10.4 Online funeral services . 36
10.5 Online funeral-related services . 36
10.5.1 General . 36
10.5.2 Creating a memorial page . 36
10.5.3 Online death announcement . 36
10.5.4 Online donation . 36
11 Quality management . 36
11.1 General . 36
11.2 Quality assurance and complaints handling . 37
11.3 Monitoring system. 37
12 Privacy policy . 37
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EN 15017:2019 (E)
Annex A (informative) Skills and Knowledge of Funeral Director and Funeral Personnel . 38
A.1 General . 38
A.2 Funeral Director . 38
A.2.1 Knowledge (Theoretical training) . 38
A.2.2 Know to (execute/operationalize) . 38
A.2.3 Know to (relational/behavioural) . 39
A.3 Funeral Personnel . 40
A.3.1 Knowledge (Theoretical training) . 40
A.3.2 Know to (execute/operationalize) . 40
A.3.3 Know to (relational/behavioural) . 41
Annex B (informative) “Laissez-passer” of a deceased or cremated remains . 42
Annex C (informative) Cremation ethics of the International Cremation Federation (ICF) . 43
Annex D (informative) Minimum recommendations concerning the use of coffins, their
accessories and cremation urns . 45
D.1 Coffins and accessories . 45
D.2 Cremation urns . 45
Annex E (informative) Memorial page. 47
E.1 General . 47
E.2 Terms and conditions . 47
Annex F (informative) Code of Ethics of the European Federation of Funeral Services (EFFS) . 49
Annex G (informative) A-deviations . 50
Bibliography . 51

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EN 15017:2019 (E)
European foreword
This document (EN 15017:2019) has been prepared by Technical Committee CEN/TC 448 “Funeral
Services”, the secretariat of which is held by ASI.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by March 2020, and conflicting national standards shall be
withdrawn at the latest by March 2020.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
This document supersedes EN 15017:2005.
This document is a comprehensive technical revision of EN 15017:2005.
The main modifications are:
— Requirements for the education of funeral personnel have been added.
— More detailed requirements on the provision of funeral facilities have been added, including
requirements for the provision of working equipment, transport vehicles and other working
materials.
— More detailed requirements on advisory services and on care of the deceased have been added.
— Clauses on online funeral services, quality management, ethical values and privacy policy have been
added.
According to the CEN-CENELEC Internal Regulations, the national standards organisations of the
following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia,
Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland,
Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of North
Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United
Kingdom.
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EN 15017:2019 (E)
Introduction
The revision of this document is based on the changing markets in the funeral sectors of Europe. It has
been prepared to provide a state of the art position to all persons and/or companies providing a service
in the funeral sector.
It is intended to provide more transparency in funeral-related services and facilities and the underlying
pricing principles for the consumer and contains improvements on the part of the service providers in
funeral-related services; hence providing higher standards and quality for the consumer and the client.
The main contents are education, transport, facilities, advisory services, online funeral services, and care
of the deceased for both burial and cremation services.
This document ensures quality in funeral services, including the highest respect for the deceased and
bereaved, while respecting the laws and regulations in force.
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EN 15017:2019 (E)
1 Scope
This document sets out the requirements for the provision of funeral services with respect to education,
transport, facilities, advisory services, and care of the deceased for both burial and cremation services.
This document is applicable to all funeral professionals, funeral homes, and funeral-related services at
cemeteries and crematoria as well as any other person(s) providing funeral services of any kind.
This document does not apply to product-related technical requirements. Occupational health and safety
requirements are not covered by this document.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— IEC Electropedia: available at http://www.electropedia.org/
— ISO Online browsing platform: available at http://www.iso.org/obp
3.1
ashes
cremated remains
remains of the deceased and/or human remains after being cremated including residual products of a
burnt coffin/casket
3.2
ashes container
container made of resistant material for holding the ashes resulting from the cremation of the deceased
and/or human remains
3.3
body bag
special bag made of resistant material designed to contain a human body, used for the storage and
transportation of the deceased and/or human remains in order to prevent contact with the body
3.4
body bag handles
handles made of resistant material, e.g. PVC or strengthened nylon, for ease of handling of body bags
3.5
burial
interment of the deceased and/or human remains
3.6
client
organization, person(s) or family of the deceased that receives a service
3.7
coffin
casket
box or other container in which the body of the deceased is placed for burial or cremation
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EN 15017:2019 (E)
3.8
coffin support
support for placing the coffin during the ceremony
3.9
columbarium
area where contained ashes can be stored in niches or walls
3.10
condolences book
book in which family and friends register a message of condolence
3.11
consultation
establishment of the wishes of the client, suggestions regarding products and services to be provided and
the cost to the client
3.12
consultation on the pre-arrangements of funerals
development/preparation of an individual proposal regarding the services for a future funeral, including
its financing
3.13
cortege
procession of people who are walking and/or driving to a funeral
3.14
cosmetic treatment
outer corrections, covering, and enhancement of the natural features of the deceased
3.15
cremation
entire procedure of incineration of the deceased and/or human remains
3.16
cremation services
any services pertaining to the cremation process
3.17
crematorium
building fitted with appliances for the sole purpose of cremating deceased and/or human remains,
including everything incidental or ancillary thereto and with a public area, which allows for a dignified
farewell ceremony
Note 1 to entry: The building is often equipped with a viewing room, and possibly with refrigeration facilities.
3.18
deceased
person(s) who has died
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3.19
easel
placement support or stand
EXAMPLE For wreath or picture of the deceased.
3.20
embalming
thanatopraxy
process of temporary preservation of the deceased to forestall decomposition
3.21
embedding
placing of the deceased in a coffin/casket
3.22
exhumation
removal of human remains, in whatever state or form, from the place where they are buried
3.23
funeral home
funeral company
organization with facilities providing funeral services to the client
3.24
funeral director
qualified person ultimately responsible for carrying out funeral services him/herself or ensuring that
funeral personnel carry out funeral services
3.25
funeral facility
building with physical and technical infrastructure and devices, which are needed to fulfil the practical
funeral services
3.26
funeral personnel
persons working in funeral services, who are appropriately trained, skilled and fully qualified to fulfil the
general and specific requirements of the tasks concerned
3.27
grave
place for the burial in the ground, of the deceased and/or human remains, and may be marked by a
tombstone
3.28
hearse
specifically designed car or carriage used to transport from the place of death or funeral home to the
resting place; under normal circumstances only one deceased
3.29
hearse transport vehicle
specifically designed car or carriage and may carry more than one deceased or human remains in the
same vehicle, inside coffins
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3.30
human remains
body of a deceased person, in whole or in parts, regardless of its stage of decomposition; including
cremated remains
Note 1 to entry: The definition does not specifically exclude foetuses or stillborn children
3.31
hygiene treatment and measures
treatment and measures suitable to counteract a potential health hazard for persons coming into contact
with the deceased
3.32
ID bracelet
tamper-resistant, robust bracelet that identifies the deceased
3.33
identification room
room where the deceased person's identity is checked
...