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BS 18477:2010

Withdrawn
Withdrawn

A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.

View Superseded by
withdrawn

A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.

Inclusive service provision. Requirements for identifying and responding to consumer vulnerability
Available format(s)

Hardcopy , PDF

Withdrawn date

04-19-2022

Language(s)

English

Published date

11-30-2010

Publisher

British Standards Institution

Foreword
0 Introduction
1 Scope
2 Terms and definitions
3 Guiding principles for inclusive service provision
4 Understanding risk factors
5 Planning, design and development of inclusive service
  delivery
6 Compliance, evaluation and improvement
Annexes
Annex A (informative) - Potential effects of consumer
        vulnerability
Annex B (informative) - Scenarios
Bibliography

Defines procedures for ensuring that services are available and made accessible to all consumers equally, regardless of their personal circumstances.

This British Standard specifies procedures for ensuring that services are available and made accessible to all consumers equally, regardless of their personal circumstances.

It is applicable to any organization dealing with the public, regardless of type, size, sector and service provided, though not all of the requirements are relevant to all organizations [for example, the sub-clauses on promotions and marketing (5.8) and contracts and sales documentation (5.10)], while some of the examples provided relate to specific sectors or services.

NOTE1 The term “services?? describes the provision of any service to consumers, including advice, utilities, goods and products, e.g. financial services, communications, energy, retail (both online and on the high street) and trade. Organizations include consumer groups, debt assistance organizations, social services, government agencies, local authorities, charities, voluntary organizations, legal firms, marketing (PR)/advertising professionals and ombudsmen services.

NOTE2 The requirements of this British Standard are additional to those for customer service generally. For recommendations on customer service, see BS8477.

Committee
SVS/0
DevelopmentNote
Supersedes 10/30213908 DC. (11/2010)
DocumentType
Standard
Pages
40
PublisherName
British Standards Institution
Status
Withdrawn
SupersededBy

BS 8543:2015 Complaint handling in organizations. Specification
BIP 2211 : 2012 COMPLAINTS MANAGEMENT - TURNING NEGATIVES INTO POSITIVES
15/30294328 DC : 0 BS 8543 - COMPLAINTS HANDLING IN ORGANIZATIONS - SPECIFICATION
BS 8477:2014 Code of practice for customer service
BS PAS 8401(2014) : 2014 IMPLEMENTING AN INSIDE SALES MANAGEMENT METHODOLOGY - GUIDE
BS 8577:2012 Framework for the provision of financial advice and planning services. Specification
13/30270857 DC : 0 BS 8477 - CODE OF PRACTICE FOR CUSTOMER SERVICE
12/30248292 DC : 0 BS 8577 - FRAMEWORK FOR THE PROVISION OF FINANCIAL ADVICE AND PLANNING SERVICES - SPECIFICATION
BS 8453:2011 Compliance framework for regulated financial services firms. Specification
BS PAS 17271(2017) : 2017 PROTECTING CUSTOMERS FROM FINANCIAL HARM AS A RESULT OF FRAUD OR FINANCIAL ABUSE - CODE OF PRACTICE

BS EN ISO 9004:2009 Managing for the sustained success of an organization. A quality management approach
BS ISO 10003:2007 Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations
ISO/IEC Guide 37:2012 Instructions for use of products by consumers
BS ISO 10001:2007 Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations
BS EN ISO 9241-11:1998 Ergonomic requirements for office work with visual display terminals (VDTs) Guidance on usability
BS 8463(2005) : 2005 SPECIFICATION FOR CUSTOMER BILLING PRACTICE
BS 8477:2007 Code of practice for customer service
BS EN ISO 9241-171:2008 Ergonomics of human-system interaction Guidance on software accessibility
BS 8878:2010 Web accessibility. Code of practice
BS ISO 10002:2014 Quality management. Customer satisfaction. Guidelines for complaints handling in organizations
BS 10012:2009 Data protection. Specification for a personal information management system

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PDF - English
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