Services Standards: Defining the Core Consumer Elements ... - ANEC

Hans-W. Micklitz
where work is in progress. ANEC is an associate of CEN 299 a cooperating
partner of CENELC, and a full fee-paying member of ETSI. ANEC’s status in
CEN, CENELEC and ETSI gives it the right to attend e.g. the Technical Board
(BT) meetings and General Assembly. In CEN and CENELEC ANEC has no
voting rights and is informed of new standards initiatives along with other
members. It may participate in all working groups where it wishes to be present.
For the time being ANEC is present in the following working groups here of
interest:
• CEN BT TF 180 on Real Estate Services,
• CEN BT TF 182 on Customer Contact Centres,
• CEN TC 331 on Postal services,
• CEN BT Working Group on Services Standardisation (advisory group to
the CEN Technical Board),
• European Commission EFOSIM (European Forum on Services in the
Internal Market) WG “Service Standards”,
• CERP Project Team “Relations with Customers”,
• Consumer Safety Working Party of the Commission.
The latter three are not related to CEN:
However, national consumer representatives might provide input to
standardisation as well. In the elaboration of standards for services, national
representatives from the consumer side within National Standards Bodies
participated, inter alia, 300 :
• in Furniture removal CEN TC 320, Working Group 4 (consumer
representative from DIN Consumer Council),
• in Language study tour providers, CEN TC 329 (consumer
representatives from DIN, Stiftung Warentest, and the consumer advice
centres, as well as consumer representatives from ON Consumer
Council and BSI Consumer Policy Unit),
• in Recreational diving services, CEN TC 329 (consumer representative
from BSI Consumer Policy Unit),
299 The rights and duties of CEN associates are laid down in the CEN Associates Guidelines
and information package, March 2004.
300 Information from the Secretariats to the respective Technical Committees in their personal
capacity.
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