Industry members volunteer their time and experience to serve as CCSC representatives in their respective states. Complaints are handled by the state committees, with the national CCSC office in Sterling, Virginia, 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 state committee exists, CCSC works with the cemetery board or similar government agency to assist the consumer.
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.