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

Hans-W. Micklitz
a position to defend their rights. In this respect the two standards appear as a
starter – which needs to be developed beyond the boundaries of existing legal
rules.
IV.
Current practices in standardisation of furniture removal
The four European standards here to be analysed may be broken down into
furniture removal and furniture storage. Amongst these activities the European
standards clearly distinguish between service specification on the one hand and
service provision on the other. All standards are designed for those activities
which relate to the mobility of private individuals where the standard is applied
by an individual or by an employer or relocation agent when the former requires
the moving of personal property, generally consisting of non-commercial
property and/or property which is in current use. The regulatory technique is
innovative in that the definition of the service and its content are separated from
the quality management of that service.
1. Scope, education and skills
It goes without saying that furniture removal requires educational training and
appropriate skills. Furniture removal does not only require physical force but
specific skills and training which guarantees the customer that his belongings
are dealt with safely and prudently. That is why technical standards under
scrutiny put much emphasis on the professional requirements which are needed
to engage in that business. Furniture removal is not the type of business that
occupies people who have undergone an educational training that requires a
certificate or even statutory approval. Service providers are therefore under
pressure to make sure that the employees are professionals in that they have
the necessary experience and skills.
Scope/purpose
Furniture
removal
service
specification
EN 12522-1
Final Draft
Service: all the
services agreed
upon between
the service
provider and the
customer within
the framework
of the contract:
includes
characteristics
Furniture
removal
provision of
services
EN 12522-2
Provision of
service: all the
means engaged
by the service
provider which
include the
personnel, the
equipment, the
organisation and
the budget with
Furniture
removal
Specification
for storage
EN 14873-1
1. minimum
requirements for
the provision of
storage facilities
and related
services, for
furniture and
personal effects
belonging to
private
Furniture
removal
provision of
services
EN 14873-2
1. specifies
service activities
designed to
ensure a
customer
orientated
service for the
storage of
furniture and
personal effects
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