PM 22-06-09.

The FCRC has primary responsibility for answering questions.

If the Funeral and Burial Unit receives a written question:

  1. (F&BU) Searches their records. Notes on the inquiry "paid", "denied", or "no record".
  2. (F&BU) Sends a question that has no record to the FCRC.
    1. Notifies the person making the inquiry that it has been sent to the FCRC.
  3. (FCRC) Review the inquiry and respond to the inquirer.
  4. (FCRC) Send a copy of the response to the Funeral and Burial Unit within 30 days from receipt of the inquiry by the FCRC.

    NOTE: If Funeral and Burial does not receive a copy of the FCRC response within 30 days, they will send a copy of the unanswered question to the regional office for follow-up. 

  5. (F&BU) Closes file when FCRC response is received.

When the Funeral and Burial Unit receives a phone question the caller must provide:

  • the case name and number,
  • the deceased's name, if different from the case name, and
  • the date of death.

If the caller does not have the required information or if the question concerns more than one case, Funeral and Burial asks that the question be put in writing.

For phone questions with the needed information:

  1. (F&BU) Searches their records. Notes on the inquiry "paid", "denied", or "no record".
  2. (F&BU) Refers the caller for an inquiry that has no record to the FCRC.