標準號：BS 18477-2010
中文標準名稱：綜合服務條款.消費者脆弱性的識別和響應用要求
英文標準名稱：Inclusive service provision. Requirements for identifying and responding to consumer vulnerability
標準類型：A12
發布日期：2010/10/1 12:00:00
實施日期：2010/12/28 12:00:00
中國標準分類號：A12
國際標準分類號：03.080.01;03.080.30
適用范圍：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.