Perspective d'une association de consommateurs sur un processus de normalisation international : élaboration et application des normes ISO 10001 et ISO 10003 (in French only)

Author

Geneviève Reed

Organization

Option consommateurs

Published

2006

Summary

Since April 2004, Option consommateurs has been actively involved in the development of two international standards under the aegis of the International Organization for Standardization (ISO): one on codes of conduct (ISO 10001) and the other on external complaints handling mechanisms (ISO 10003). These standards supplement a series of customer satisfaction standards that also includes a standard on complaints handling (ISO 10002) published as an international standard in July 2004. In its role as Canadian expert representing consumers, Option consommateurs wishes to learn from this experience in order to continue to intervene as effectively possible in national and international standardization processes. The aim of this project, therefore, is to improve consumer representatives’ knowledge of the procedures for developing an international standard and for analyzing the avenues for implementing customer satisfaction standards.

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French only

OCA Funded Research
This research received funding support through the Office of Consumer Affairs' Contributions Program.

Contact information

Source: Consumer Policy Research Database