Revised Standard from Last Update.

NATIONAL FOREWORD

This Indian Standard (First Revision) which is identical with ISO/IEC Guide 76 : 2020 ‘Development of service standards - Recommendations for addressing consumer issues’ issued by the International Organization for Standardization (ISO) and International Electrotechnical Commission (IEC) jointly was adopted by the Bureau of Indian Standards on recommendation of the Committee on Consumer Policy and approval of the Management and Systems Division Council.

This Indian Standard was originally published in 2009 which was identical with ISO/IEC Guide 76 : 2008. The first revision of this standard has been undertaken to align it with the latest version of ISO/IEC Guide 76 : 2020.

The main changes in this revision are as follows:

a) addition of consumer principles based on Consumers International’s eight fundamental consumer rights;

b) addition of basic elements of customer service and service provisions;

c) integration of customer service and service provision elements with consumer principles within a table;

d) updating of bibliographical references;

e) addition of a “what, who/to whom, where, when, and how” approach to developing a service standard; and

f) simplification of the text to facilitate its use.