The Cyprus Standards Organisation (CYS), as the National Standards Body in Cyprus, informs that it has recently come under public scrutiny, the draft of the International Standard ISO 22458 "Consumer vulnerability - - - - . Requirements and guidelines for the design and delivery of inclusive service". The last date to submit comments to CYS regarding the below draft standards is 21/02/2022.
Any comments please should be recorded documented at Comments Submission Form and sent to n.giorgalla@cys.org.cy
In addition, interested parties can obtain the draft standard from the Cyprus Standards Organisation (Information & Service Centre - CEN.P.E.) by calling 22-411413/4, fax 22-411433 or by email: c.service@cys.org.cy
With regard to the draft, the following relevant information is provided for information:
What is consumer vulnerability?
Vulnerability can affect any of us at any time. All consumers are different, with a wide range of needs, personal characteristics, health, abilities and skills. These factors, as well as the impact of life events and external circumstances, such as organisational behaviour, can put consumers in a vulnerable position, increasing their risk of being harmed during their interactions with organisations. Consumer vulnerability can be permanent, temporary or sporadic, long-term or short-term. A consumer's needs and capabilities can change over time, particularly if the consumer is faced with an unexpected change in circumstances or a particularly urgent or complex situation.
Organizations that understand consumer vulnerability and provide an inclusive and flexible approach are better able to respond to consumers' diverse needs, making it easier for consumers to access services and information, make good decisions and achieve Adopting an inclusive services approach offers many potential benefits for organisations:
- Increase the customer base, making services accessible to a greater number of people.
- Improved service delivery for all clients, regardless of their vulnerable status.
- Improved quality of interactions with consumers, thereby minimising the risk of harm.
- Reducing the likelihood of problems and complaints occurring as a result of operating efficiently and getting it right first time, resulting in lower complaint handling costs.
- Improved customer satisfaction, enhancing consumer confidence and strengthening the reputation of the organization.
- Ability to demonstrate ethical behaviour and social responsibility.
- Enhanced staff loyalty and commitment by ensuring they feel valued, supported and confident in handling difficult situations.
- Helping to achieve compliance with legal obligations relating to fairness and equality by following good practice in relation to the fair treatment of consumers in vulnerable situations.
The Cyprus Standards Organisation (CYS) is the National Standards Body of Cyprus. It represents the economic and social interests of Cyprus in all European and international standardisation organisations. It works with different sectors, businesses, governmental organisations and consumers to develop Cyprus, European and International standards.
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