Contract

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Identification
Contract
Source
ISO Guide 76: Development of service standards - Recommendations for addressing consumer issues
Description
"Agreement by which one or more parties are obligated towards one or several other parties to provide a service".
Clarity and transparency
Not all contracts are written: where reliance is placed on an oral contract, it is even more important that other communications, including pre-purchase literature, are clear (see 8.12 Safeguards). Written contracts should use simple, easy-to-follow language and include an explanation of key terms. A sector-specific standard could specify which terms require explanation. Basic print should be of adequate size and alternative formats (e.g. extra large print, other languages) should be available as required. Sectoral standards could provide detail on appropriate formats to suit the service being delivered.
Prompts to be considered in the standard development which are related to clarity and transparency of the contract:
e.g. legibility, alternative formats
Objectivity and fairness
Reference may be made to national requirements and agreements regarding fair contract terms, cancellation rights, complete costings, data protection, etc. Where the service is one in which a new contract is issued each year, but the customer may perceive the service as continuing (e.g. car insurance), the contract should be required to be explicit on whether and what entitlement to continuing service exists. Considereation should be given to whether some entitlement to continuing service is owed to the cunsumer in that sector and whether detailed specification is necessary.
Prompts to be considered in the standard development which are related to objectivity and fairness of the contract:
fair contract terms;
cancellation procedure;
detailed costings
Format
The layout of the contract has an impact on how easy is it to follow. The location of key information and the manner in which it is presented should take account of international, national or sector-specific agreements.
Prompts to be considered in the standard development which are related to format of the contract:
layout;
location of key information and manner in which presented
take account of national requirements and agreements
ISO Guide 76
Customer
Questions
Do I understand the contract (or implied contract?)
Does the contract give me enough information to make an informed decision?

Resume
Identification	Contract
Source	ISO Guide 76: Development of service standards - Recommendations for addressing consumer issues
Description	"Agreement by which one or more parties are obligated towards one or several other parties to provide a service".
Clarity and transparency	Not all contracts are written: where reliance is placed on an oral contract, it is even more important that other communications, including pre-purchase literature, are clear (see 8.12 Safeguards). Written contracts should use simple, easy-to-follow language and include an explanation of key terms. A sector-specific standard could specify which terms require explanation. Basic print should be of adequate size and alternative formats (e.g. extra large print, other languages) should be available as required. Sectoral standards could provide detail on appropriate formats to suit the service being delivered. Prompts to be considered in the standard development which are related to clarity and transparency of the contract: e.g. legibility, alternative formats
Objectivity and fairness	Reference may be made to national requirements and agreements regarding fair contract terms, cancellation rights, complete costings, data protection, etc. Where the service is one in which a new contract is issued each year, but the customer may perceive the service as continuing (e.g. car insurance), the contract should be required to be explicit on whether and what entitlement to continuing service exists. Considereation should be given to whether some entitlement to continuing service is owed to the cunsumer in that sector and whether detailed specification is necessary. Prompts to be considered in the standard development which are related to objectivity and fairness of the contract: fair contract terms; cancellation procedure; detailed costings
Format	The layout of the contract has an impact on how easy is it to follow. The location of key information and the manner in which it is presented should take account of international, national or sector-specific agreements. Prompts to be considered in the standard development which are related to format of the contract: layout; location of key information and manner in which presented take account of national requirements and agreements
ISO Guide 76 Customer Questions	Do I understand the contract (or implied contract?) Does the contract give me enough information to make an informed decision?