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

Services Standards
Monitoring and
inspection in
binding law
Monitoring and
inspection in coregulation
and
self-regulation
Furniture
removal
service
specification
EN 12522-1
Furniture
removal
provision of
services
EN 12522-2
3.4. monitoring
of customer
satisfaction,
evaluation of
consumer
complaints and
dispute
settlement
4.7. corrective
action after
collection and
analysis of
customer
complaints
7. Impact on standardisation of services
Furniture
removal
Specification
for storage
EN 14873-1
Furniture
removal
provision of
services
EN 14873-2
3.4. monitoring
of customer
satisfaction via
complaints and
dispute
settlement
management,
6.5. corrective
action after
evaluation of
complaints and
disputes
The technical standards on furniture removal show a heterogeneous picture.
Although they do not cover the full array of the six core consumer elements, the
standards are relatively comprehensive, even in the field of rights and remedies.
The problem seems to be that the overall picture is relatively positive, however,
the degree to which the individual standards meet the six parameters differ
widely. In theory the four standards read together should more or less meet the
same ceiling in terms of removal and storage. In practice furniture removal and
furniture storage are submitted to different rules. This is clearly demonstrated by
comparing the requirements throughout the six parameters.
V. Current practices in standardisation of postal services
The set of standards are the direct result of the EC policy on establishing a
common market for cross border postal services. They bear a strong regulatory
background.
The 1992 Green Paper 407 identified the need to have common rules in order to
improve the services. This eventually led to the adoption of Directive 97/67/EC
on postal services as amended by Directive 2002/39/EC. These Directives on
407 Green Paper on the development of the single market for postal services (COM/91/476).
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