© ISO 2007 - all rights reserved
51
Use reusable containers wherever possible; 2198
Use eco-labels and benchmarks to communicate the environmental and social qualities of the product
2199 and service;
2200
Provide and inform consumers about adequate disposal systems; and 2201
In its procurement, give preference to local goods and services that do not need to be transported over
2202 long distances.
2203
6.7.7 Consumer issue 5: Consumer service and support 44, 45, 46, 47, 48, 50, 56, 78 2204
6.7.7.1 Description of the issue 2205
A high level of consumer satisfaction with goods and services is vital not only for the existence of 2206
organizations, but also for consumers. While organizations want to make profits or provide certain services, 2207
consumers have an interest in being treated fairly even after goods and services are bought or provided. 2208
6.7.7.2 Related actions andor expectations 2209
An organization should: 2210
Engage in precautionary measures to prevent complaints, such as offering consumers the option to
2211 open packages and examine the contents or use goods and services before purchase;
2212
Offer adequate and efficient support systems, for example hotlines with minimal waiting times and 2213
competent advice; 2214
Offer maintenance and repair at a reasonable price and make transparent the expected availability of
2215 spare parts for goods;
2216
Regularly evaluate consumer satisfaction concerning goods and services, support, maintenance and 2217
repair systems using standardized methods. The results should be published to improve quality and 2218
transparency and to foster innovation; 2219
Develop, implement and maintain a complaint management system that is based on national or
2220 international standards and that does not impose a fee or charge for accessing or using the process;
2221
Clearly communicate to consumers how they can access after-supply services and support as well as 2222
dispute resolution and redress mechanisms, for example by providing contact information on a product 2223
label; 2224
Establish channels of communication that are responsive as well as easily and promptly accessible;
2225
Provide appropriate remedies to customers, for example compensation within a specified period of 2226
time; 2227
Make use of alternative dispute resolution mechanisms and conflict resolution and redress procedures
2228 that are based on national or international standards;
2229
Offer guarantees for a certain period of time, providing free repair or exchange of faulty goods or 2230
remedy of non-satisfactory services, providing all transportation and packaging costs and making 2231
replaceable parts and consumables available during the life of the product; and 2232
Not require consumers to waive their rights to seek legal recourse when they use dispute resolution
2233 mechanisms.
2234
6.7.8 Consumer issue 6: Consumer data protection and privacy 49, 56, 57, 58 2235
