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

Services Standards
Consumer
contract law
on services
Transport
Financial
services
Network
services for
customers
(electricity,
gas,
telecommun
ication,
postal
services
Services
such as
contracts
with liberal
professions
and
craftsmen
Quality
Air carrier
rules on
passengers
with reduced
mobility 349 ;
Envisaged
transferability
of airline
tickets 350 and
integrated
ticketing 351 ,
Railway
passenger,
similar rules
envisaged 352 ;
Service
quality
standards
envisaged 353
Financial
instruments:
best practice
and client
order
handling
rules 354
Energy:
Security of
supply 355 ;
Service to be
provided
without
interruption,
ERGEG
launched
proposition
on best
practice
(customer
protection,
price
transparency,
switching) 356 ;
Postal
services:
quality
standards on
routing time
(specific
rules for
cross border
services),
regularity and
reliability 357
Procedural
rules on the
elaboration of
quality
standards for
services 358 ;
Substance of
the quality
charter:
making it
easier to
assess the
competence
of the
provider,
encourage
independent
assessment
mechanisms
349 Proposed in COM (2005) 47 final, 16.2.2005, adopted on the 6.6.2006.
350 Proposed in COM (2000) 365 final, 21.6.2000, but not integrated in the “Airline Passenger
Service Commitment”.
351 COM (2005) 46 final, 16.2.2005 (48).
352 COM (2004) 143 final, 3.3.2004, Article 4 and 46 (reduced mobility).
353 COM (2004) 143 final, 3.3.2004, Article 33.
354 Articles 21 and 22 of Directive 2004/39/EC on financial instruments, respectively Article 46
et seq. Directive 2006/73 /EC implementing Directive 2004/39/EC on financial instruments
(2 level).
355 Article 3 (3) and (7), Article 4 of Directive 2003/54/EC on electricity and in various other
references; Article 3 (2) and (4), 5, 22 and 27 of Directive 2003/55/EC on gas.
356 http://www.ergeg.org/portal/page/portal/ERGEG_HOME/ERGEG_DOCS/ERGEG_DOCU-
MENTS_NEW/CUSTOMER_FOCUS_GROUP/PR-06-08_CFG-BestPractices.doc.
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