iso and the consumer 2009

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ISO and the consumer

• ISOstandardssupportthe

developmentandtradeofgoods

andserviceswhichbettermeet

consumers’expectationsforsafetyandhealth,fitnessforpurpose,

environmentalprotectionandother

qualities

•Consumerrepresentatives

participateinthedevelopment

ofISOstandardsandhelpdefine

productspecificationsthatmeet

consumers’needs

•Whentheendproductmeetsthe

consumer’srequirements,this

createsawin-winsituation–both

forconsumerandmanufactureror

serviceprovider



ISOandtheconsumer2009

Participation o consumer interests in standardization builds confdence in the

goods and services developed according to specifcations ...

and ensures that they are adapted to the needs o the end-user.

Why ISO values consumers’ input

ISOseekstoensurethatitsstandardsaremarket-relevant

andmeettheneedsoftheenduser,frequentlyaconsumer,

exposed to an increasingly global offer of goods and

services.

Whetherornotconsumersaredirectusers,theyareoften

concernedwith thewider implicationsof theproduction

andtradeofgoodsandservices,suchasethicalmanu-facturingpractices,environmentalimpact,implicationsof

technologicalchangeandsystemstoprovideinformation

toconsumersortoaddresstheircomplaints.

Whenaproductissomecomponentorpartofsomein-

dustrialequipment,oraservice,anISOstandardmayde-

ne thenecessarysafetyandperformance characteris-

tics.Theenduserinthiscasewouldbeamanufactureror

serviceprofessional.However,inothercases,theenduser

belongstothegeneralpublic:theconsumer*.Consumer

goodsandservices impactedby ISO’sstandardsrange

frombicycles,babycarriages,andbankcardstonewerareassuchasconsumerproductsafety,networkservices

billing,productrecall,andcross-bordertradeofsecond-

handgoods.

Asaresult,consumerissuesareattheheartofISO’sstra-

tegicplanning,itsCode of Ethics anditscurrentstandards

developmentwork.

What matters to consumers ?

Standardsoftendenethecharacteristicsofgoodsand

services,andthewaytomeasureortestthem.Consumer

representativeswishtoinuencethesecharacteristicsso

thatproductsandservicesprovidehigherlevelsof:

• Qualityandreliability

• Protectionofsafetyandhealth

• Compatibilitybetweenproducts

• Consistencyinthedeliveryofservices

• Choiceofgoodsandservices

• Transparencyinproductinformation• Faircompetition,hencelowerpricesforconsumers

• Suitabil ity of products for vulnerable populations

(children,theelderly)

• Environmentalprotection.

*ISOdenestheconsumerasanindividualmemberofthe

generalpublic,purchasingorusinggoods,propertyorservices,forprivatepurposes,Source : ISO/IEC statement, Consumer

participation in standardization work

How ISO involves consumers’ views

ISOorganizesand encourages the input ofconsumers’

viewsontwolevels:

• Instandardsdevelopmentwork,throughtheparticipa-tionof itsnationalmembersandConsumers Interna-

tional

• Atthe policy levelthroughISOmember participation

initsCommitteeonconsumerpolicy(ISO/COPOLCO).

ThemembersofISO/COPOLCOarenationalstandards

bodies (NSBs), or consumerorganizationsmandated

bytheNSBs.ISO/COPOLCOalsosolicitsviewsfromin-

dustryspecialistsandpublicauthorities.

Amajorchallengeistoincreaseconsumerparticipationin

standardsandpolicyworkatalllevels,particularlyfromdevelopingcountries. ISO/COPOLCOorganizesinterna-

tional workshops, publishes informative brochures and

providesothertrainingmaterialandprogrammesforthis

purpose.

The ISO brochure, Your voice matters explains

the reasons why consumers need to par ticipate

in standards-making and how they can become

involved.

A distance-learning tool, Consumers and standards :

partnership for a better world , provides a concise

resource for further reference (see www.iso.org/sites/

consumersstandards/index.htm).



Consumer-driven initiatives within ISO

ISO/COPOLCO holds an annual international workshop

that focuses on a consumer-oriented theme, leading to

recommendationswhichISOtakesonboardintheformof

newstandardswork.Examplesare:

• Services–suchasstandardizationintourism

• Social responsibility – guidelines onethicalmanage-

mentpractices

• “Customer service” standards: codes of conduct,

complaintshandlingandexternalcustomerdisputeres-

olutionsystems

• General guidance – policy statements on consumer

participationandneedsoftheelderlyandpeoplewith

disabilities

• Guidesforstandards-writers(safetyaspects,packag-

ing,productinformation,instructionsforuse,graphical

symbols,andprovisionofservices)

• Consumerissuesfore-commerce

• Networkservicesbilling

• Productrecall

• Consumerproductsafety

• Cross-bordertradeofsecond-handgoods.

Looking towards the uture : consumer and societal interests

WiththeadventoftheIn-

ternet andother informa-tion technology break-

throughs, and globaliza-

tion, access to informa-

tionisbecomingincreas-

inglyopen.There also is

ademandformoretrans-

parencyandparticipation

in the structures that de-

terminetoday’seconomic

and political landscape.

Thanksinparttoconsum-

ers’ input, ISO’s stand-

ardizationprogrammeex-

tends beyond traditional

productstandardstoencompasssocietalconcernssuch

astheenvironment,socialresponsibilityandstandardiza-

tionofservices.

ISOandtheconsumer2009

ISO’s partners on consumer issues

TheInternationalElectrotechnicalCommission(IEC)which

producesstandardsfor electricalconsumergoods,also

participatesinISO/COPOLCOtodevelopISO/IECGuides

relatingtotheinclusionofconsumeraspectsinthedevel-

opmentof standardsand toformulate recommendations

onnewstandardizationwork.

Two international organizations are liaison members of

ISO/COPOLCO: Consumers International (CI) and the

OrganizationforEconomicCooperationandDevelopment

(OECD). ISO/COPOLCO also cooperates with regional

consumerorganizations.

How standards beneft rom consumer input

When consumer representatives participate in develop-

ing standards, they are able to offervaluable perspec-

tives.Theycanprovidedataonsafetyaspectsanden-surethattheseareproperlyaddressed,giveexamplesof

howgoodsandservicesareactuallyused(ormisused)in

practiceandgiveadviceoncommunicationissues.

ISO/COPOLCOorganizes theparticipationof consumer

representativesinISOandIECstandardsprojectscurrently

underdevelopment.Priorityareasinclude:

• Issuesrelatedtosafetyandperformanceofhousehold

appliances

• Services(genericguidelines,tourism,nancial

services,watersupplyandwastewaterdisposal)

• Firesafetyissues

• Second-handgoods

• Theelderlyandpeoplewithdisabilities

• Environmentalissues(environmentalmanagement,

energyuse,climatechange)

• Watersafety–drowningprevention

• Graphicalsymbolsandpublicinformationsystems

• Globalmarketplaceissues(codesofconduct,com-

plaintshandling,disputesolutionsystems,privacy,

e-commerceproductrecallandnetworkservicesbilling)

• Childrelatedproducts

andsafetyoftoys

• Mechanicalcontraceptives

• Healthinformatics

• Societalsecurity

• Foodsafety

• Socialresponsibility

• Nanotechnology

• Imagesafety

• Cosmetics(sunprotection

testmethods)

• Contactlenscareproducts.

ISO values stakeholder input. By providing precious

feedbackanda “realitycheck” forsuchcharacteristics

assafety,ecology,reliability,efciency,compatibility,cus-

tomer service, transparent information, and reasonable

cost,consumersplayavitalroleinensuringISO’sglobal

relevanceandmarketresponsiveness.



ISO Central SecretariatInternationalOrganizationforStandardization

1,chemindelaVoieCreuse, Casepostale56

CH-1211Genève20, Switzerland

Tel.+4122749 0111

Fax+41227333430

[email protected]

Webwww.iso.org

ISBN978-92-67-10512-3 • ©ISO,2009-12/5000

Two URLs to remember :ISO Online : www.iso.org

ISO Café : www.iso.org/isocafe

The magazine to read :

• Baxter VP on the bene ts of

ISO standards

• Regulations for the transport

of dangerous goods

Fire safety

saves lives

Volume 1, No. 1,Ja nuary 2010, ISSN 1729-8709

Contacting ISO :the ISO member in your country

www.iso.org/isomembers

ISO Committee on consumer policy

(ISO/COPOLCO)Abundantinformation,includingpublicationsand

usefulreferences,isavailableintheConsumers

sectiononISO’sWebsite,www.iso.org.

ISO Focus+ (launchedinJanuary2010)provides

a“one-stopshop”forinformationonthecomplete

rangeofISO’sstandards:technical,management,

goodpracticeandconformityassessment,and

forproducts,services,processes,systems,

materialsandprofessionals.PublishedinEnglish

andFrench.

www.iso.org/isofocus+

iso and the consumer 2009

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