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

Hans-W. Micklitz
Despite the obvious need for such sorts of conflict resolution, the standards
remain rather vague. Mere in-house complaint handling certainly does not
suffice to adequately manage the issues which arise.
After-sales
services
Insolvency
In-house
complaint
handling
Out of court
dispute
settlement
procedures
Collective
redress
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
7.1. procedures
on complaint
handling
through conseil
de vie sociale
and other
instances of
mediation,
6. Monitoring and inspection
Services for
resident people
AFNOR
(project)
and
AFNOR NF X
50-056
AFNOR NF X
50-056
4.1. complaint
handling in 15
days,
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
4.5.2. complaint
management
All standards provide for rules to evaluate consumer satisfaction and for means
to take corrective action. The strong and stable relationship between the clients
and the residential home requires an atmosphere of mutual trust. The relevant
rules on consumer satisfaction must therefore by carefully monitored by the
service providers.
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