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Standards Matter to Consumers How Standards Benefit Us All, Every Day Standards Matter

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Standards Matter to Consumers How Standards Benefit Us All, Every Day Standards Matter Standards matter to consumers How standards benefit us all, every day Standards matter Standards matter Standards are everywhere and affect people every day. Our mobile phones, our washing machines, the cars we drive and the toys our children or grandchildren play with are all made to specific ‘standards’ that help to ensure that they are easy to use, work properly and are as safe as possible. Standards don’t just deal with products. Services What are standards? such as healthcare, tourism, energy providers, A standard is a document that sets guidelines and banking and insurance are also covered by standards good practice for organizations to follow. It is not that deal with issues such as staff training and compulsory for organizations to use (sign up to) qualifications, information provision, customer a standard, although if a standard supports service, complaints handling and billing. There are legislation (for example, in the case of toys or also standards to tackle key issues such as social domestic appliances) a manufacturer or supplier responsibility, the management of sustainable events may demonstrate their compliance with the (see Olympic case study on p. 11) and the accessibility requirements of the law by using the standard. of public buildings. As standards are voluntary, consumers can feel Standards matter to everyone. They protect us confident that organizations choosing to use them and give us the information that we need to make take issues such as safety, accessibility and customer informed choices. Standards help to make products service seriously. Organizations might show evidence and services: of compliance with specific standards by advertising • Safer – reducing accidents and saving lives. the name and number of the standard or by For example, by setting minimum standards displaying a certification mark such as the for products such as toys, fire safety and BSI Kitemark™. electrical appliances. • Better quality – improving levels of customer “Trading Standards officers rely on standards service. For example, by giving guidance to when enforcing consumer protection laws. companies about how to produce clearer bills We assess the safety of consumer products or handle complaints effectively. against a hierarchy of standards. It is very • Easier to use – by ensuring that products important that the Trading Standards and services are accessible to all consumers, Institute is involved in the standard including older and disabled people making process.” Christine Heemskerk, Lead Officer - Consumer and Product Safety, Trading Standards Institute 2 To read more about consumer standards visit bsigroup.com/Consumerstandards How standards benefit us all, every day How are standards developed? volunteers with relevant experience and knowledge, Standards are written by committees of people who are trained as CPI Representatives. For more with the relevant knowledge of a topic who agree details about how to get involved, see About Us on on the content – the work is based on the principle page 16. of consensus. A committee might include industry Priority areas experts, academics, manufacturers, retailers and consumers. The CPIN simply couldn’t get involved in every single standard that’s developed – BSI publishes around BSI is the national standards body in the UK and 2,000 standards a year – so efforts are focused publishes documents that carry the status of on key areas: ‘BS’ (British Standard). Some standards are developed solely for use by UK organizations but • Services – good quality customer service and BSI also adopts, and contributes to the development complaints handling of many European and international standards, • Wellbeing – safety of products and services which are designed to support trade and consumer and those related to health confidence globally. BSI is a founding member • Inclusivity – the accessibility of products and of CEN and CENELEC, which publish European services, and fair treatment of all consumers, standards, and also ISO and IEC, which publish regardless of age, disability or personal international standards. circumstances • Sustainability – making sure that products and Consumer involvement in standards services minimize their impact on the environment For standards to have a real and positive impact it’s and the world around them vital that the people who use products and services • Security, privacy and identity – the protection – consumers – are involved in creating them. The BSI of personal information and financial details in Consumer & Public Involvement Network (CPIN) public places and online speaks up for consumers in the standards making process. It does its best to make sure that new In the pages that follow we highlight some of standards address key consumer issues and tackle the standards that have the biggest impact on problems faced by ordinary people. consumers’ lives. The CPIN is made up of individual staff from For a full list of the 35,000 standards published by organizations such as Citizens Advice, Trading BSI visit: shop.bsigroup.com Standards and Which?, and a large team of To read more about consumer standards visit bsigroup.com/Consumerstandards 3 Services Services Service standards are increasingly important to consumers as we use a wide range of services organizations – in important areas such as finance, energy and health – on a daily basis. Consumers have played a lead role in the development of service standards by demanding higher levels of quality, safety and information provision. The ways that people interact with service providers Key standards include: (either face-to-face, via the phone or internet) are • Adventurous activities outside the UK for constantly evolving and organizations have to keep young people (BS 8848) up if they want to attract new customers, and hold • Customer service – on to the ones they’ve got. Standards can help Codes of Conduct (BS ISO 10001), improve the quality of services by offering guidance Complaints handling (BS ISO 10002), to organizations about processes such as staff External Dispute Resolution (BS ISO 10003) training, billing, complaint handling and customer • Customer Service (BS 8477) service. These are all important to consumers and help them make informed decisions about which • Furniture Removal (BS EN 125221 and organizations to use. BS EN 125222) • Network Services Billing (BS ISO 14452) • Personal Financial Planners (BS ISO 22222) • Framework for the provision of financial advice and planning services (BS 8577) • Vehicle repairs (PAS 125) 4 To read more about consumer standards visit bsigroup.com/Consumerstandards How standards benefit us all, every day Complaints Handling (BS ISO 10002) Vehicle damage repair (PAS 125) Matters to consumers because... Matters to consumers because... …it gives clear guidance to ...it raises levels of quality for repairing cars organizations on how to deal with that have been involved in accidents. According to a customer complaints quickly and 2012 BSI survey of 1,200 UK vehicle owners, 33 per efficiently, and how to resolve cent worry about the safety of their vehicle when it problems satisfactorily. is returned after body shop repair work. The findings BS ISO 10002 covers everything also revealed that over a third of drivers are unaware from training staff, setting up they have the right to choose the body shop used complaint handling systems and creating a by their insurance company following an accident. customer-focused environment that encourages Recent crash test research proved that passengers feedback, to dealing with enquiries promptly and are considerably less safe in poorly repaired vehicles keeping customers informed. It can be used by all than in those that are repaired properly. By using a types of organizations worldwide, such as banks, body shop that complies with PAS 125 you can be energy suppliers, high street shops, government confident that the repairs have been carried out to agencies and public bodies – whether you are a high standard by a reputable supplier. dealing with them via the internet, phone or face-to-face. Look out for garages displaying the British Kitemark™ for Vehicle Damage Repair as only those that meet Network Services Billing (BS ISO 14452) the technical specifications laid out in PAS 125 can Matters to consumers because... display it. ...it gives guidance to mobile phone, energy and “Which? has a long history of support for the telecoms providers on how to produce bills that give use of standards. They have a fantastic track clear, accurate information to consumers. In the past there have been numerous complaints about utility record of success in bringing consumer bills being confusing. The standard will make it easier protection and confidence into a wide for consumers to understand what they have been variety of areas… increasingly, we can billed for and how much various services are costing see their benefit in various service areas.” them. The standard also asks that bills give clear Pula Houghton, Director of Public Policy and Consumer information to consumers about how to make a Markets, Which? complaint, how to switch suppliers and what to do in the event of a problem or emergency. To read more about consumer standards visit bsigroup.com/Consumerstandards 5 Wellbeing Wellbeing Consumer safety and health are of paramount importance and the CPIN has always put safety at the top of the agenda, particularly with regard to children, people with disabilities and older people. Safety standards can save lives, so consumers have
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