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

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4. Content of the contract .........................................................................132
a) Affordability, minimum content, safety, quality, payment .......................132
b) Rights and remedies (withdrawal, compensation and liability) ...............133
5. Post-contractual stage – after-sales services, complaint handling, dispute
settling, collective redress, protection against insolvency ........................134
6. Monitoring and inspection .....................................................................135
7. Impact on standardisation of services ....................................................136
III. Current practices in standardisation of services for the elderly.......................136
1. Scope, education and skills...................................................................137
2. Equipment and premises ......................................................................139
3. Pre-contractual stage and conclusion of contract....................................140
4. Content of the contract .........................................................................145
a) Affordability, minimum content, safety, quality, payment .......................145
b) Rights and remedies (withdrawal, compensation and liability) ...............148
5. Post-contractual stage – after-sales services, complaint handling, dispute
settling, collective redress, protection against insolvency ........................149
6. Monitoring and inspection .....................................................................150
7. Impact on standardisation of services ....................................................151
IV. Current practices in standardisation of furniture removal ...............................152
1. Scope, education and skills...................................................................152
2. Equipment and premises ......................................................................153
3. Pre-contractual stage and conclusion of contract....................................154
4. Content of the contract .........................................................................156
a) Affordability, minimum content, safety, quality and payment .................156
b) Rights and remedies (withdrawal, compensation and liability) ...............157
5. Post-contractual stage – after-sales services, complaint handling, dispute
settling, collective redress, protection against insolvency................................159
6. Monitoring and inspection .....................................................................160
7. Impact on standardisation of services ....................................................161
V. Current practices in standardisation of postal services ..................................161
1. Scope, education and skills...................................................................163
2. Equipment and premises ......................................................................165
3. Pre-contractual stage and conclusion of contract....................................166
4. Content of the contract .........................................................................167
a) Affordability, minimum content, safety, quality, payment .......................168
b) Rights and remedies (withdrawal, compensation and liability) ...............169
5. Post-contractual stage – after-sales services, complaint handling, dispute
settling, collective redress, protection against insolvency ........................171
6. Monitoring and inspection .....................................................................172
7. Impact on standardisation of services ....................................................173
VI. Current practices in standardisation of transport services..............................174
1. Scope, education and skills...................................................................174
2. Equipment and premises ......................................................................175
3. Pre-contractual stage and conclusion of contract....................................176
4. Content of the contract .........................................................................178