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

Services Standards
on national standards alone and does not build links to European and/or
international standards that affect the subject matter.
Although the Code affects legal rights and duties, the Code contains a
disclaimer that it does not take into account the relevant contractual and legal
considerations. Whilst the Code may guide standard making, it may not guide
business practice. Here hard information on the legal environment is needed.
a) Impact on standardisation of services
The Code of Practice provides for useful input on the education and training as
well as on the pre-contractual and the post contractual stage. In so far the Code
might help to shape the consumer input into standardisation.
6. Best practice in ISO/IEC Draft Guide 76 on development of service
standards – Recommendations for addressing consumer issues
So far the ISO/IEC Draft Guide 76 is the only document that formulates
recommendations on how standards in the area of consumer services could
and should be developed. In this respect the ISO/IEC Draft Guide 76 could be
understood as “best practice per se”. The Guide contains 9 chapters 297 :
(1) scope, meant for the use of standardising services, be they formal or informal,
be they services to be paid for or not (i.e. also for charities), be they tied to a
contract or not (such as education, health and care provision),
(2) normative reference – ISO 9000 Quality management systems,
(3) terms and definitions,
(4) key consumer principles,
• General,
• Information – in the selection, provision and effective use of services,
• Access and fairness – is availability to all consumers regardless of
location, social and economic consideration, physical or mental
impairment,
• Choice, – a standard should not favour a specific supplier,
• Safety and security – health, safety, financial security, privacy,
• Quality – the extent to which the characteristics of a service fulfil the
requirement,
• Redress – delivery and appropriate provisions to handle claims,
297 The information is based on the draft copy received at ISO COPOLCO meeting, May 2006,
Kuala Lumpur, Malaysia.
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