ISO/IEC Guide 76:2008 服务标准的发展 解决消费者问题的建议

标准编号：ISO/IEC Guide 76:2008

中文名称：服务标准的发展 解决消费者问题的建议

英文名称：Development of service standards — Recommendations for addressing consumer issues

发布日期：2008-01

标准范围

ISO/IEC指南76:2008对服务标准中要考虑的问题提供了一般指导。在该指南的基础上，可以为任何服务准备详细的标准。ISO/IEC指南76:2008提供了一份清单，可供消费者代表和其他参与标准制定过程的人使用。使用清单可以充分考虑消费者感兴趣的所有事项，包括儿童、老年人、残疾人以及来自不同种族和文化遗产的人的需求。ISO/IEC Guide 76:2008与所有服务相关，无论是否签订正式合同或支付购买价格，但也与有消费者、用户或参与者但不一定购买的公共或慈善服务相关，例如教育、卫生和护理服务。

ISO/IEC Guide 76:2008 provides general guidance on the issues to be considered in standards for services. On the basis of this guidance, detailed standards can be prepared for any service. ISO/IEC Guide 76:2008 provides a checklist which can be used by consumer representatives and others participating in the process of standards development. Use of the checklist enables full consideration to be given to all matters of consumer interest, including the needs of children, older persons, persons with disabilities and those from different ethnic and cultural heritages.

ISO/IEC Guide 76:2008 is relevant to the full range of services, whether or not a formal contract is entered into or purchase price paid, but it also has relevance for public or charitable services in which there is a consumer, a user or a participant, but not necessarily a purchase, e.g. education, health and care provision.

标准预览图