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

Services Standards
Right to
withdrawal and
cancellation
rights
Compensation
for improper
information
supply
Compensation
for
incomplete/insuf
ficient
performance
Joint/subsidiary
liability in
trilateral
contracts
Liability for
personal injury
and belongings
Smart house
services for
elderly and
disabled
people
NEN/SN
(project),
Residential
homes for
elderly people
AFNOR
(project)
and AFNOR NF
X 50-058
AFNOR NF X
50-058
5.1.4.6. one
month of a test
period without
financial
sanctions
Services for
resident people
AFNOR
(project)
and
AFNOR NF X
50-056
AFNOR NF X
50-056
3.3.2.1.
modalities of
cancellation,
enlisted in detail,
in
correspondence
to the type of
contract
CEN/CENELEC
Guide 6
Guidelines for
standard
developers to
address the
needs of older
persons and
persons with
disabilities
Assisted living
for the elderly
DIN 77800
5. Post-contractual stage – after-sales services, complaint handling,
dispute settling, collective redress, protection against insolvency
As the clients may stay for years in the same institutions, conflicts over the
quality of the service are not really surprising. However, the standards under
review contain few precautionary measures on the complaint handling and
dispute resolution. From a client’s point of view professional complaint handling,
not only in-house resolution, but also mediators or conciliators is a crucial point.
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