GUIDE 76 Second edition 2020-04 Development of service standards Recommendations for addressing consumer issues Elaboration des normes de service - Recommandations pour repondreauxattentes des consommateurs Referencenumber IS0/IEC GUIDE 76:2020(E) IEC [so @IS0/IEC2020 IS0/IECGUIDE76:2020(E) COPYRIGHTPROTECTEDDOCUMENT IS0/IEC2020 All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting below or Iso's member body in the country of the requester. ISO copyright office CP 401 : Ch. de Blandonnet 8 CH-1214 Vernier, Geneva Phone: +41 22749 0111 Fax: +41 22 749 09 47 Email: [email protected] Website: www.iso.org Published in Switzerland ii ISO/IEC 2020 - All rights reserved IS0/IECGUIDE76:2020(E) Contents Page Foreword ..iv Introduction .. 1 Scope. ..1 2 Normative references 3 Terms and definitions 4 Using this document 4.1 Consumerinterests in services 4 ..4 4.2 Structure. 4.3 Benefits of using this document .4 5 Beforestartingworkonastandard .4 6 Keyconsumerprinciplestobeaddressed .7 6.1 General .7 6.2 Choice. .7 6.3 .1 Access. 6.4 Information .7 6.5 Safety 7 6.6 Redress .8 6.7 Sustainability .8 6.8 Representation .8 6.9 Quality .8 6.10 Privacy and data protection .9 How to apply consumer principles across common elements of service. 7 .9 7.1 General .9 7.2 Stages of service provision .9 7.3 Commonelementsof service. .9 7.4 Consumerquestions.. .10 AnnexA(informative)Consumerissueschecklist-Exampleofanimmediate/one-offservice....12 AnnexB(informative)Consumerissueschecklist-Exampleofanongoingcontractual service..16 Bibliography .20 @IS0/IEC 2020 - All rights reserved ili IS0/IECGUIDE76:2020(E) Foreword ISO (the International Organization for Standardization)and IEC (the International Electrotechnical Commission)form the specialized system for worldwide standardization.National bodies that are members of Iso or IEC participate in the development of International Standards through technical committees established by the respective organization to deal with particular fields of technical activity.IsO and IEC technical committees collaborate in fields of mutual interest.Other international organizations, governmental and non-governmental, in liaison with Iso and IEC, also take partin the work. The procedures used to develop this document and those intended for its further maintenance are described in the Iso/IE Directives, Part 1. In particular, the different approval criteria needed for the different types of document should be noted. This document was drafted in accordance with the editorial rules of the ISo/IEC Directives, Part 2 (www.iso.org/directives). Attention is drawntothepossibility that some oftheelements of this document maybethe subject of patent rights. ISo and IEC shall not be held responsible for identifying any or all such patent rights.Details of anypatent rights identified during the development of thedocument will be in the Introduction and/or on the ISo list of patent declarations received (www.iso.org/patents) or the IEC list of patent declarations received (http://patents.iec.ch), Anytradename used in this document is information given for the convenience of users and does not constitutean endorsement. For an explanation of the voluntary nature of standards, the meaning of Iso specific terms and expressions related to conformity assessment, as well as information about Iso's adherence to the iso/foreword.html. ThisdocumentwaspreparedbytheISoCommitteeonConsumerPolicy(CoPOLCO) This second edition cancels and replaces the first edition (ISo/IEC Guide 76:2008), which has been technicallyrevised. Themain changes compared to theprevious edition are as follows: addition of consumer principles based on Consumers International's eight fundamental consumer rights; addition ofbasicelements of customer serviceandserviceprovisions