1. Standards in our world
2. How standards benefit consumers
3. Ensuring that consumers have their say in standards-writing
4. What are consumers’ interests and how does ISO address them?

4.2 Consumer-driven initiatives in ISO

Workshops and special events

Each year ISO/COPOLCO holds an international workshop that focuses on a consumer-oriented theme. These workshops often lead COPOLCO to make recommendations which ISO adopts in the form of new standards work.

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Examples which have resulted from COPOLCO activities include:

Services, such as tourism and related services

Social responsibility

“Customer satisfaction” standards: on codes of conduct, complaints handling and external customer dispute resolution mechanisms

General guidance: policy statements on consumer participation and needs of the elderly and persons with disabilities

Standards and other publications