BS 18477-2010 综合服务条款.消费者脆弱性的识别和响应用要求

标准号：BS 18477-2010
中文标准名称：综合服务条款.消费者脆弱性的识别和响应用要求
英文标准名称：Inclusive service provision. Requirements for identifying and responding to consumer vulnerability
标准类型：A12
发布日期：2010/10/1 12:00:00
实施日期：2010/12/28 12:00:00
中国标准分类号：A12
国际标准分类号：03.080.01;03.080.30
适用范围：This British Standard specifies procedures for ensuring that services areavailable and made accessible to all consumers equally, regardless oftheir personal circumstances.It is applicable to any organization dealing with the public, regardlessof type, size, sector and service provided, though not all of therequirements are relevant to all organizations [for example, thesub?clauses on promotions and marketing (5.8) and contracts and salesdocumentation (5.10)], while some of the examples provided relate tospecific sectors or services.NOTE 1 The term “services” describes the provision of any service toconsumers, including advice, utilities, goods and products, e.g. financialservices, communications, energy, retail (both online and on the highstreet) and trade. Organizations include consumer groups, debt assistanceorganizations, social services, government agencies, local authorities,charities, voluntary organizations, legal firms, marketing (PR)/advertisingprofessionals and ombudsmen services.NOTE 2 The requirements of this British Standard are additional to thosefor customer service generally. For recommendations on customer service,see BS 8477.