Services
COPOLCO has developed a guide to assist standards developers to take account of consumer requirements when developing standards for services. It offers a checklist suitable for any service and takes account of the needs of children, older persons, persons with disabilities and those from different ethnic and cultural heritages.
The strong and sustained rise in tourism over the past 50 years constitutes one of the most remarkable economic, social and cultural phenomena of our time. Broadly speaking, it is regarded as the world’s largest industry and one of the fastest growing. COPOLCO identified safety, hygiene and accessibility as consumer priorities. These priorities have been fed into the ISO technical committee developing standards for tourism.
The needs of those populations not yet served by fixed networks for water supply and wastewater are under discussion. Many points of detail are being considered in terms of customer service, such as notification of interruptions of supply, contact points for public information, clarity of billing, the concept of implicit contracts, affordable pricing, including possible use of subsidies, complaints handling and convenient methods of payment. COPOLCO has proposed the development of an International Standard on network services billing to help clarify some of these issues for consumers.
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