ARP 14-2008 Purchase information on goods and services intended for consumers《产品购置信息及用户预期服务》.pdf

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1、 Collection of SANS standards in electronic format (PDF) 1. Copyright This standard is available to staff members of companies that have subscribed to the complete collection of SANS standards in accordance with a formal copyright agreement. This document may reside on a CENTRAL FILE SERVER or INTRA

2、NET SYSTEM only. Unless specific permission has been granted, this document MAY NOT be sent or given to staff members from other companies or organizations. Doing so would constitute a VIOLATION of SABS copyright rules. 2. Indemnity The South African Bureau of Standards accepts no liability for any

3、damage whatsoever than may result from the use of this material or the information contain therein, irrespective of the cause and quantum thereof. ISBN 978-626-21771-6 ARP 14:2008 Edition 1 ISO/IEC Guide 14:2003 Edition 2SABS STANDARDS DIVISION Recommended practice Purchase information on goods and

4、services intended for consumers This recommended practice is the identical implementation of ISO/IEC Guide 14:2003 and is adopted with the permission of the International Organization for Standardization. This document does not have the status of a South African National Standard. Published by SABS

5、Standards Division 1 Dr Lategan Road Groenkloof Private Bag x191 Pretoria 0001 Tel: +27 12 428 7911 fax: +27 12 344 1568 www.sabs.co.za SABS This standard may only be used and printed by approved subscription and freemailing clients of the SABS. ARP 14:2008 Edition 1 ISO/IEC Guide 14:2003 Edition 2

6、Table of changes Change No. Date Scope National foreword This recommended practice was approved by National Committee SABS TC 185, Consumer Policy Committee (COPOLCO), in accordance with procedures of the SABS Standards Division, in compliance with annex 3 of the WTO/TBT agreement. This document was

7、 published in August 2008. This standard may only be used and printed by approved subscription and freemailing clients of the SABS. Second edition 2003 ISO/IEC 2003 GUIDE 14 Purchase information on goods and services intended for consumers ARP 14:2008This standard may only be used and printed by app

8、roved subscription and freemailing clients of the SABS.ISO/IEC GUIDE 14:2003(E) PDF disclaimer This PDF file may contain embedded typefaces. In accordance with Adobes licensing policy, this file may be printed or viewed but shall not be edited unless the typefaces which are embedded are licensed to

9、and installed on the computer performing the editing. In downloading this file, parties accept therein the responsibility of not infringing Adobes licensing policy. The ISO Central Secretariat accepts no liability in this area. Adobe is a trademark of Adobe Systems Incorporated. Details of the softw

10、are products used to create this PDF file can be found in the General Info relative to the file; the PDF-creation parameters were optimized for printing. Every care has been taken to ensure that the file is suitable for use by ISO member bodies. In the unlikely event that a problem relating to it is

11、 found, please inform the Central Secretariat at the address given below. ISO/IEC 2003 All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying and microfilm, without permi

12、ssion in writing from either ISO at the address below or ISOs member body in the country of the requester. ISO copyright office Case postale 56 CH-1211 Geneva 20 Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail copyrightiso.org Web www.iso.org Published in Switzerland ii ISO/IEC 2003 All rights r

13、eservedARP 14:2008This standard may only be used and printed by approved subscription and freemailing clients of the SABS.ISO/IEC GUIDE 14:2003(E) ISO/IEC 2003 All rights reserved iiiContents Page Foreword iv Introduction v 1 Scope 1 2 Terms and definitions. 1 3 Principles for conveying information

14、. 3 4 Principles for provision of purchase information . 4 5 Formats and design principles 6 Annex A (informative) From provision of information in general to a coherent system of purchase information. 8 Annex B (informative) Purchase information bodies 10 Annex C (informative) Purchase information

15、systems. 11 Bibliography . 13 ARP 14:2008This standard may only be used and printed by approved subscription and freemailing clients of the SABS.ISO/IEC GUIDE 14:2003(E) iv ISO/IEC 2003 All rights reservedForeword ISO (the International Organization for Standardization) and IEC (the International El

16、ectrotechnical Commission) form the specialized system for worldwide standardization. National bodies that are members of ISO or IEC participate in the development of International Standards through technical committees established by the respective organization to deal with particular fields of tec

17、hnical activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the work. International Standards are drafted in accordance with the rules given in the ISO

18、/IEC Directives, Part 2. Draft Guides adopted by the responsible Committee or Group are circulated to national bodies for voting. Publication as a Guide requires approval by at least 75 % of the national bodies casting a vote. Attention is drawn to the possibility that some of the elements of this d

19、ocument may be the subject of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent rights. ISO/IEC Guide 14 was prepared by the ISO Committee on consumer policy (COPOLCO). This second edition cancels and replaces the first edition (ISO/IEC Guide 14:1977), w

20、hich has been technically revised. ARP 14:2008This standard may only be used and printed by approved subscription and freemailing clients of the SABS.ISO/IEC GUIDE 14:2003(E) ISO/IEC 2003 All rights reserved vIntroduction This Guide is one of several on aspects of consumer information. Its primary p

21、urpose is to advise those responsible for drafting national or International Standards as to what information prospective purchasers (whether of products or services) require and expect. It may also assist those who write purchase information, as well as enforcement authorities. This Guide is releva

22、nt to all methods by which products and services are offered to consumers, including distance selling and sales by electronic media. Information for consumers is a vital part of any product or service. Improving the quality of information increases consumers ability to make a reasoned choice at the

23、point of purchase. lt helps to minimize risk of incorrect or inappropriate purchases or contracts. Consumer uncertainties are reduced and consumer satisfaction is increased. Those who supply a high standard of consumer information enhance their commercial reputation, and save time and money by reduc

24、ing enquiries and complaints. This Guide is concerned with those instances where the information is based in general on standards approved or recognized by ISO, IEC and national or regional standards bodies. There is considerable scope for further standardization in the field of consumer information

25、 in terms of individual products and services, and even more so for groups of products and services. The material in Annex A illustrates how individual and vertical standards might be related in a consistent and systematic manner to horizontal standards for groups of products or services, with both

26、types of standard employing the principles set out in this Guide. ARP 14:2008This standard may only be used and printed by approved subscription and freemailing clients of the SABS.ARP 14:2008This standard may only be used and printed by approved subscription and freemailing clients of the SABS.ISO/

27、IEC GUIDE 14:2003(E) ISO/IEC 2003 All rights reserved 1Purchase information on goods and services intended for consumers 1 Scope This Guide is applicable to the provision of information concerning products and services before purchase. It outlines general principles and recommendations for contents,

28、 methods, formats and design such that the information will enable consumers to compare and choose products or services. Furthermore, the Guide recommends general rules for the creation and implementation of purchase information systems and purchase information bodies. It is addressed to the followi

29、ng: committees preparing standards for consumer products or services; product designers, manufacturers, technical writers or others engaged in the work of drafting such information, and, in particular, those who are members of purchase information bodies; other bodies such as enforcement agencies or

30、 consumer ombudsmen. This Guide does not deal with conformity assessment or instructions for use. It does not give detailed guidance on information that is provided verbally or electronically. 2 Terms and definitions For the purposes of this document, the following terms and definitions apply. 2.1 p

31、roduct manufactured article intended for a customer 2.2 service result of activities between a supplier and a client, and the internal activities carried out by the supplier to meet the requirements of the client 2.3 purchase information information which will allow informed choice before the purcha

32、se of a product or a service 2.4 marking symbols, pictograms, warnings, logos or inscriptions on the product to identify its type, which may also include short textual messages 2.5 purchase information system system designed to inform consumers about products or services ARP 14:2008This standard may

33、 only be used and printed by approved subscription and freemailing clients of the SABS.ISO/IEC GUIDE 14:2003(E) 2 ISO/IEC 2003 All rights reserved2.6 purchase information scheme rules or other formal arrangement in a purchase information system 2.7 purchase information body duly constituted organiza

34、tion responsible for the surveillance and management of a purchase information system according to the rules of that system 2.8 instructions for use information provided by the producer of a product or service to the user, containing all the necessary provisions to convey the actions to be performed

35、 for the safe and efficient use of the product or service 2.9 label item, attached to a product, which displays information related to one or more characteristic(s) of the product 2.10 information material material produced in order to convey information to prospective purchasers of a product or ser

36、vice 2.11 harm physical injury or damage to the health of people or damage to property or the environment ISO/IEC Guide 51:1999 2.12 hazard potential source of harm NOTE The term hazard can be qualified in order to define its origin or the nature of the expected harm (e.g. electric shock hazard, cru

37、shing hazard, cutting hazard, toxic hazard, fire hazard, drowning hazard). ISO/IEC Guide 51:1999 2.13 risk combination of the probability of occurrence of harm and the severity of that harm ISO/IEC Guide 51:1999 2.14 residual risk risk remaining after protective measures have been taken 2.15 protect

38、ive measure means used to reduce risk EXAMPLE Risk reduction by inherent safety, protective devices, personal instructions (such as information for use and installation) and training. 2.16 supplier person or organization supplying a product or providing a service ARP 14:2008This standard may only be

39、 used and printed by approved subscription and freemailing clients of the SABS.ISO/IEC GUIDE 14:2003(E) ISO/IEC 2003 All rights reserved 33 Principles for conveying information 3.1 General This Guide provides only a brief description of the three most commonly used methods of conveying information t

40、o consumers at the time of purchase: by written or printed means, electronic means and verbal means. However a number of common principles apply to all methods of communicating information,as follows: information should be simple, accurate, up to date and understandable; the purchaser should, at all

41、 times, be given information in a language that he/she understands; product-/service-specific terminology should be explained; use of terminology and language should be unambiguous; pictures, diagrams, symbols, scales and tables can be effective means for conveying consumer information, but their me

42、ssage should be unambiguous (see 5.3); consumer information should be clearly distinguishable from that intended to promote the product. Depending on the product characteristics, consumer information may be on the product itself, on packaging, in accompanying material, or in any combination of these

43、 forms. For consumers who require more information about a particular product or service before making a decision to purchase or enter into a contract, the means to obtain it should be made clear. 3.2 Written and printed information The use of typographies and colours can be an effective means of di

44、stinguishing consumer information from promotional material. Lettering should be in a size that can be easily read at the time of purchase and as specified in the appropriate national or International Standard. Existing purchase information schemes often combine two methods of conveying information:

45、 first, attaching to the product a condensed statement which deals with a number of fundamental points; and secondly, accompanying the product with more wide-ranging information in catalogues, leaflets or other information material. Complete consumer information depends on the ability of consumers t

46、o receive and use both types of information. Each part should therefore be meaningful in its own right and should also be capable of correlation with the other. The location, nature and content of the available consumer information should be clearly referred to on the first page of any document acco

47、mpanying the product or service. If relevant, a picture of the product should be available. Specific information on complaints and redress should be incorporated into any purchase contract. There should also be information on what regulation, if any, provides the guidance for complaints and redress.

48、 3.3 Electronic information When using electronic information for purchase, information should be on the first page. Particular attention should be given to the provision of on-line information on products and services. This method of conveying information offers purchasers easy access to extensive

49、amounts of data. It may include interactive purchaser information, as well as combinations of purchaser information and methods of electronic payment. An efficient and advanced use of the medium is purchase information provided in the form of checklists used as guidance documents by clients and consultants. ARP 14:2008This standard may only be used and printed by approved subscription and freemailing clients of the SABS.ISO/IEC GUIDE 14:2003(E) 4 ISO/IEC 2003 All rights reserved3.4 Verbal information Verbal information is,