Safeguard

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Identification
Safeguard
Source
ISO Guide 76: Development of service standards - Recommendations for addressing consumer issues
Description
"Precaution taken to prevent or reduce the impact of a failure in some aspect of service provision". Related to the interruption or alteration to service.
Emergency measures
In the event of an interruption in service or emergency affecting the service or the safety of users, users expect timely information on the nature of the accident, risks involved, contact details, clear instructions and the time before normal service is resumed and temporary solutions available. A policy, procedures , appropriate equipment and access to emergency service for various relevant scenarios should be specified. A sector-specific atandard may identify appropriate scenarios and applicable statutory or regulatory requirements may exist for particular circumstances.
Prompts to be considered in standard development:
policy, procedures, equipment for various emergency scenarios, including risk management;
access to emergency services
Company restructure/merger/relocation
In the event of a company takeover, merger, relocation or equivalent event which may have an impact on the consumer (e.g in relation to access the service or potential change to terms of conditions), there should be appropriate measures to advise consumers and to provide some reasonable continuation of service and appropriate time delays before new conditions come into effect.
Liability provision
The organization should carry appropriate insurance of adequate level, depending on the resources of the organization. Sectoral standards should identify the particular areas for which insurance may be needed and minimum levels.
Prompts to be considered in standard development:
appropriate insurance of adequate level
Guarantees
There should be guarantees of reasonable performance provided to the customer, which will be dependent on the service being delivered (e.g. the time within which a train should arrive, or the hour until which a hotel room should be kept). Sectoral standards should identify which aspects should be covered and whether minimum requirements are necessary.
Prompts to be considered in standard development:
reasonable performance (e.g. the time within which a train should arrive, hour until which hotel room should be kept
Redress
Provision should be made for where there is a failure to deliver the agreed service (e.g. automatic compensation from an electricity company in the case of an interrupted power supply, or from an airline operator if a plane is delayed longer than an specified perior). Such commitments may be made in a code of conduct (see 8.13.7). There should also be clear reference to the organization's complaints procedure and the provision made for external dispute resolution. Reference should be made to ISO 10002.
NOTE 1: See also ISO 10001 and ISO 9003.
Prompts to be considered in standard development:
complaints handling and external dispute resolution
other standards, e.g. ISO 10001 and ISO 9003
ISO Guide 76
Customer
Questions
Is the service being provided safely, respecting my privacy, taking acount of environmental issues, and without detriment to health or the environment? If not, how do I get assistance?
How do I complain and is there a choice of ways of doing so?
Can I get someone independent to consider my complaint if the organization doesn't sort things out?
Are emergency services available if needed?

Resume
Identification	Safeguard
Source	ISO Guide 76: Development of service standards - Recommendations for addressing consumer issues
Description	"Precaution taken to prevent or reduce the impact of a failure in some aspect of service provision". Related to the interruption or alteration to service.
Emergency measures	In the event of an interruption in service or emergency affecting the service or the safety of users, users expect timely information on the nature of the accident, risks involved, contact details, clear instructions and the time before normal service is resumed and temporary solutions available. A policy, procedures , appropriate equipment and access to emergency service for various relevant scenarios should be specified. A sector-specific atandard may identify appropriate scenarios and applicable statutory or regulatory requirements may exist for particular circumstances. Prompts to be considered in standard development: policy, procedures, equipment for various emergency scenarios, including risk management; access to emergency services
Company restructure/merger/relocation	In the event of a company takeover, merger, relocation or equivalent event which may have an impact on the consumer (e.g in relation to access the service or potential change to terms of conditions), there should be appropriate measures to advise consumers and to provide some reasonable continuation of service and appropriate time delays before new conditions come into effect.
Liability provision	The organization should carry appropriate insurance of adequate level, depending on the resources of the organization. Sectoral standards should identify the particular areas for which insurance may be needed and minimum levels. Prompts to be considered in standard development: appropriate insurance of adequate level
Guarantees	There should be guarantees of reasonable performance provided to the customer, which will be dependent on the service being delivered (e.g. the time within which a train should arrive, or the hour until which a hotel room should be kept). Sectoral standards should identify which aspects should be covered and whether minimum requirements are necessary. Prompts to be considered in standard development: reasonable performance (e.g. the time within which a train should arrive, hour until which hotel room should be kept
Redress	Provision should be made for where there is a failure to deliver the agreed service (e.g. automatic compensation from an electricity company in the case of an interrupted power supply, or from an airline operator if a plane is delayed longer than an specified perior). Such commitments may be made in a code of conduct (see 8.13.7). There should also be clear reference to the organization's complaints procedure and the provision made for external dispute resolution. Reference should be made to ISO 10002. NOTE 1: See also ISO 10001 and ISO 9003. Prompts to be considered in standard development: complaints handling and external dispute resolution other standards, e.g. ISO 10001 and ISO 9003
ISO Guide 76 Customer Questions	Is the service being provided safely, respecting my privacy, taking acount of environmental issues, and without detriment to health or the environment? If not, how do I get assistance? How do I complain and is there a choice of ways of doing so? Can I get someone independent to consider my complaint if the organization doesn't sort things out? Are emergency services available if needed?