Services Standards: Defining the Core Consumer Elements ... - ANEC
Services Standards: Defining the Core Consumer Elements ... - ANEC
Services Standards: Defining the Core Consumer Elements ... - ANEC
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Hans-W. Micklitz<br />
this is only possible if <strong>the</strong> national law at stake provides for <strong>the</strong> appropriate<br />
remedies. The technical standard itself may <strong>the</strong>n contribute to shaping <strong>the</strong><br />
reach of <strong>the</strong> responsibilities.<br />
Right to<br />
withdrawal and<br />
cancellation<br />
rights<br />
Compensation<br />
for improper<br />
information<br />
supply<br />
Compensation<br />
for<br />
incomplete/insuf<br />
ficient<br />
performance<br />
Joint/subsidiary<br />
liability in<br />
trilateral<br />
contracts<br />
Liability for<br />
personal injury<br />
and belongings<br />
Public<br />
passenger<br />
transport –<br />
Service quality<br />
definition,<br />
targeting and<br />
measurement<br />
EN 13816<br />
Goods<br />
transport<br />
chains, Code<br />
of practice for<br />
<strong>the</strong> provision<br />
of cargo<br />
transport<br />
services<br />
EN 13876<br />
6. performance,<br />
obligations of<br />
<strong>the</strong> service<br />
provider to<br />
identify damage,<br />
to control<br />
suitable<br />
transport and<br />
proof delivery<br />
Public<br />
passenger<br />
transport -<br />
Basic<br />
requirements<br />
and<br />
recommendati<br />
ons for<br />
systems that<br />
measure<br />
delivered<br />
service quality<br />
EN 15140<br />
Business Plan<br />
Transport –<br />
Logistics and<br />
services<br />
CEN TC 320<br />
5. Post-contractual stage – after-sales services, complaint handling,<br />
dispute settling, collective redress, protection against insolvency<br />
<strong>Consumer</strong> complaints in public transport are not uncommon. That is why it<br />
would make sense to develop appropriate complaint handling schemes and<br />
180
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