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

Services Standards
Quality
Safety
Billing
Payment
modalities
Public
passenger
transport –
Service quality
definition,
targeting and
measurement
EN 13816
3. methodology
(service
targeted and
service sought)
4. requirements
of service
quality
(management
3.2. 7) security
and 8)
environmental
impact
Goods
transport
chains, Code
of practice for
the provision
of cargo
transport
services
EN 13876
5. Management
of quality,
6. Performance
(packaging,
preparation and
dispatch,
transport,
subcontractor,
proof of delivery,
transport
conditions,
quality planning)
Public
passenger
transport -
Basic
requirements
and
recommendati
ons for
systems that
measure
delivered
service quality
EN 15140
4.1. General
Requirements
(design, conduct
of
measurement,)
4.2. Specific
requirements
according to the
type of
measurement,
5.
recommendatio
ns of the design
of the
measurement
system, conduct
of measurement
b) Rights and remedies (withdrawal, compensation and liability)
Business Plan
Transport –
Logistics and
services
CEN TC 320
One out of four of these technical standards deals with rights and remedies.
However, EN 13876 on goods transport chains, code of practice for the
provision of cargo transport services does not directly impose compensation
duties on the service provider. It lays down a set of obligations to supervise the
packaging and the transport, to ‘identify damage – not to calculate damage’ and
to ‘prove delivery’ – not to ensure delivery. These obligations, if violated, may
cause damage to consumers. From a legal point of view the question remains
whether violations of these obligations may entail civil liability. Strictly speaking
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