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

Services Standards
In-house
complaint
handling
Out of court
dispute
settlement
procedures
Collective
redress
Travel agencies
and tour
operators
EN 13809
6. Monitoring and inspection
Hotel and other
type of tourism
accommodation
EN ISO 18513
Recreational
diving services
EN 14467
Language
study tour
EN 14804
insolvency is
covered
4.7.4.
monitoring of
client and/or
participant
satisfaction
4.7.5
management of
complaints –
response within
one month
Monitoring and inspection rules are rather seldom laid down in law. Both areas
are a prominent field of self-regulation, be it through codes of practice,
guidelines or the like. Standards have not yet really entered the field, although
the European standard on language study tours contains some very basic rules
on the evaluation of consumer satisfaction.
Travel
agencies and
tour operators
EN 13809
Hotel and other
type of tourism
accommodatio
n EN ISO 18513
Recreational
diving services
EN 14467
Language
study tour
EN 14804
Monitoring and
inspection in
binding law
Monitoring and
inspection in coregulation
and
self-regulation
4.7.4.
processing of
questionnaires
in order to
analyse the
level of
satisfaction and
take appropriate
action after
verification
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