Form 4: New Work Item Proposal
Circulation date:2017-02-14
Closing date for voting:2017-05-14

Reference number: TMB/NP(to be given by Central Secretariat)

Proposer (e.g. ISO member body or A liaisonorganization)

ISO/TC Click here to enter text./SC Click here toenter text.

COPOLCO☒ Proposal for a new PC

Secretariat

NBSI

A proposal for a new work item within the scope of an existing committee shall be submitted to thesecretariat of that committee with a copy to the Central Secretariat and, in the case of a
subcommittee, a copy to the secretariat of the parent technical committee. Proposals not within thescope of an existing committee shall be submitted to the secretariat of the ISO TechnicalManagement Board.
The proposer of a new work item may be a member body of ISO, the secretariat itself, anothertechnical committee or subcommittee, an organization in liaison, the Technical Manag ement Board or
one of the advisory groups, or the Secretary-General.
The proposal will be circulated to the P-members of the technical committee or subcommittee forvoting, and to the O-members for information.
IMPORTANT NOTE: Proposals without adequate justification risk rejection or referral tooriginator.
Guidelines for proposing and justifying a new work item are contained in Annex C of the ISO/IECDirectives, Part 1.
☒ The proposer has considered the guidance given in the Annex C during the preparation of theNWIP.
Proposal (to be completed by the proposer)
Title of the proposed deliverable.
English title:
Guideline for inclusive service: identifying and responding to consumers in vulnerable
situations
French title (if available):

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(In the case of an amendment, revision or a new part of an existing document, show thereference number and current title)

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Scope of the proposed deliverable.

To provide guidance to all organizations on how to identify consumers in vulnerable
situations and how to develop, implement and maintain policies and proce dures forthe organization to deal with vulnerable consumers

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Purpose and justification of the proposal*

Anyone can be vulnerable at any time. Consumer vulnerability is any circumstancethat puts consumers at greater risk of detriment when choosing or using products orservices. Consumer vulnerability can be caused by a variety of factors (see Table 1),such as illness, disability or a change in personal circumstances. Vulnerability might
be long or short term, temporary, permanent or sporadic.
Vulnerability does not in itself always lead to detriment, but if consumer vulnerability
is not taken into account by organizations, it can lead to consumers being denied
access to a service, being treated unfairly, losing money or suffering a psychologica lor emotional impact. It can mean people not being given what they need to make safe
choices or the best, most informed decisions for themselves of their family.
An international standard would help organizations to minimize consumer detriment
by:



raising awareness and understanding of consumer vulnerability
giving guidance on how to identify consumers in vulnerable circumstances
establishing processes and procedures that will help organizations respond toconsumers in vulnerable situations in a fair and flexible way

The standard would identify all factors that may contribute to consumer vulnerability, which should be considered at all stages of service provision, including pretransaction, service delivery and post transaction.
A comprehensive standard should address both the personal and market dimensions
and provide not only definitions and principles but also outline a risk based approach
which provides guidance on how to identify and address risks and include strategies
for incorporating this concept in business systems. The standard could also include
case illustrations to help users understand the complexity of the issue and how totackle it.
Table 1 – Factors that can contribute to consumer vulnerability
Old ageLiving alone
Physical impairment
Previous victim of financial crime
Learning difficulties e.g. dyslexia
Bereavement
Sensory impairment e.g. deafness,
Unemployment/redundancy
blindness
Dementia e.g. Alzheimer’s
Serious illness of self, partner or family member
Mental health issues, e.g. chronic
Caring responsibilities
depression, bipolar disorder
Low level of literacy or numeracy
In debt
An organization’s ability to identify, and respond appropriately, to consumers invulnerable situations is particularly important in the area of essential services – suchas financial services, energy, water and telecoms – where a consumer being treatedunfairly, or denied access, could lead to severe detriment.
For example, in the UK, regulators of essential services (such as Ofgem, the energy
regulator) were some of the first to adopt BS 18477:2010 Inclusive service provision.
Requirements for identifying and responding to consumer vulnerability, or makerecommendations that their members followed this guidance. As the regulator, Ofgem
has a statutory duty to ensure that the needs of all consumers are met and to pay
particular attention to those who: are of pensionable age; have a disability; arechronically sick; on low incomes; or living in rural areas. These are all risk factors ofFORM 4 – New work item proposal
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consumer vulnerability and BS 18477 can help Ofgem to develop processes andprocedures that ensure people in these situations are offered a fair and flexible
service that minimizes their chances of detriment.

Consider the following: Is there a verified market need for the proposal? What problem does
this standard solve? What value will the document bring to end -users? See Annex C of theISO/IEC Directives part 1 for more information.
See the following guidance on justification statements on ISO Connect:
https://connect.iso.org/pages/viewpage.action?pageId=27590861
Preparatory work (at a minimum an outline should be included with the proposal)☐ A draft is attachedinitial basis☐ An outline is attached ☒ An existing document to serve as

The proposer or the proposer's organization is prepared to undertake the preparatory workrequired:☒ Yes☐ NoIf a draft is attached to this proposal,:Please select from one of the following options (note that if no option is selected, the default
will be the first option):☒ Draft document will be registered as new project in the committee's work programme(stage 20.00)☐ Draft document can be registered as a Working Draft (WD – stage 20.20)☐ Draft document can be registered as a Committee Draft (CD – stage 30.00)☐ Draft document can be registered as a Draft International Standard (DIS – stage 40.00)
Is this a Management Systems Standard (MSS)?
☐ Yes ☒ No
NOTE: if Yes, the NWIP along with the Justification study (see Annex SL of the ConsolidatedISO Supplement) must be sent to the MSS Task Force secretariat ( tmb@iso.org) for approval
before the NWIP ballot can be launched.
Indication(s) of the preferred type or types of deliverable(s) to be produced under theproposal.
☐ Technical Specification☒ International Standard☐ Publicly Available Specification☐ Technical Report

Proposed development track☐ 1 (24 months)☒ 2 (36 months - default)☐ 3 (48 months)

Note: Good project management is essential to meeting deadlines. A committee may be
granted only one extension of up to 9 months for the total project duration (to beapproved by the ISO/TMB).
Known patented items (see ISO/IEC Directives, Part 1 for important guidance)☐ Yes ☒ No
If "Yes", provide full information as annex

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Co-ordination of work: To the best of your knowledge, has this or a similar proposal been
submitted to another standards development organization?
☐ Yes ☒ No
If “Yes”, please specify which one(s):It is recommended that this international standard aligns itself with the content of, BS18477:2010, British Standard for inclusive service provision, “Fair, flexible services for all”
and seeks feedback on the revision of this standard and experiences of implementing it in
the UK.
BS 18477:2010 sets guidelines to help organizations provide a fair, flexible service thatcan be used by all consumers equally, regardless of their health, age or personal
characteristics. This standard is intended to be used by any service provider that interacts
with members of the public. It supports legislation and addresses both the personal
dimension and the market context. It provides guidance on: policies, flexible services, stafftraining, fair marketing, sales activities, contact methods and provi sion of information.

A statement from the proposer as to how the proposed work may relate to or impact on
existing work, especially existing ISO and IEC deliverables. The proposer should
explain how the work differs from apparently similar work, or e xplain how duplicationand conflict will be minimized.
As far as the proposer is aware there is no comparable work being currently carried out byISO
A listing of relevant existing documents at the international, regional and nationallevels.
BS 18477: 2010 Inclusive service provision. Requirements for identifying and responding to consumer vulnerability, UK
White Paper on Inclusive Service, UK
BSI Inclusive Services brochure, UK
Occasional Paper No. 8: Consumer Vulnerability: February 2015: Financial Conduct Authority, UK
Scoping Paper on Vulnerable Consumers: August 2012
Discussion Paper: What do we mean by 'vulnerable' and disadvantaged' consumers?: Consumer Affairs Victoria: 2004,
Australia?
Industry Canada:
Discussion Paper on Vulnerability
Assessing Vulnerabilities of Low Income Consumers

Effect of Geographic IsolationEffect of Consumer LiteracyConsumer Impact Assessment Toolkit
ANEC Position Paper: How to protect vulnerable consumers: December 2011, Europe
OPINION: European Consumer Consultative Group: Opinion on consumers and vulnerability: Adopted on 7th February
2013 by ECCG Plenary

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Please fill out the relevant parts of the table below to identify relevant affectedstakeholder categories and how they will each benefit from or be impacted by theproposed deliverable(s).
Benefits/impacts
Industry and commerce –large industry

Organizations that choose tocomply with the standard, andprovide a flexible and inclusive
service, could benefit from:

Examples oforganizations/companies tobe contacted
Energy providers
Essential water services
providersService organizations
Health service providers

Increased customer loyalty
and increased confidence intheir brand.
Protecting and enhancing theirreputation.
Delivery of services that meetthe needs of a wider range ofconsumers and so lead to
fewer complaints, whichmeans fewer resources spenton complaints handling.
A valuable checklist, written byinternational experts, of factors
to consider when developing
new processes andprocedures.
Assistance in implementing
Corporate Social
Responsibility programs

Ensuring that services areaccessible to the widest
possible range of consumers
to help widen their customer
base.

Valuable assistance andpractical advice to help themcomply with national
regulations around equalityand discrimination.

Industry and commerce –SMEs
Government

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As above

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Some jurisdictions haveupdated their consumer
protection laws and in thesejurisdictions there may begreater demands on
businesses and enforcement
agencies to ensure that theGovernment-owned utilities
Healthcare institutionsinterests of vulnerable
consumers are considered.

Consumers

For those who may be invulnerable situations:

National consumer bodies
Not-for-profit organizations

Easier and more effective
communication withorganizations providing goods
and services.
Greater understanding of thefactors that can lead tovulnerability.
A more flexible, tailoredapproach from organizations
that meets their specific needs.
Decreased risk of detriment.
Fair and equal treatment,
regardless of theircircumstances
Greater ability to access goods
and services, as well aseffective mechanisms ofdispute resolution and redress.
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Academic and researchbodiesStandards application
businesses
Non-governmentalorganizations

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Universities

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Other (please specify)

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LabourLiaisons:

Joint/parallel work:

A listing of relevant externalinternational organizations or internal
parties (other ISO and/or IEC
committees) to be engaged as liaisonsin the development of the deliverable(s).

Possible joint/parallel work with:Consumers International☐ IEC (please specify committee ID)

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☐ CEN (please specify committee ID)

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☐ Other (please specify)

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A listing of relevant countries which are not already P-members of the committee.

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Note: The committee secretary shall distribute this NWIP to the countries listed above to see
if they wish to participate in this work
Proposed Project Leader (name ande-mail address)

Name of the Proposer(include contact information)

Piera Johnson, Lead ProgrammeManager, Services, BSI

COPOLCO

Piera.Johnson@bsigroup.com

c/o Dana Kissinger-Matray, Secretary ofISO/COPOLCO
copolco@iso.org

This proposal will be developed by:☐ An existing Working Group (please specify which one: Click here to enter text.)☐ A new Working Group (title: Click here to enter text.)(Note: establishment of a new WG must be approved by committee resolution)☐ The TC/SC directly☒ To be determined
Supplementary information relating to the proposal☒ This proposal relates to a new ISO document;☐ This proposal relates to the adoption as an active project of an item currently registeredas a Preliminary Work Item;☐ This proposal relates to the re-establishment of a cancelled project as an active project.
Other:

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☐ Annex(es) are included with this proposal (give details)
Results of voting on questions relating to vulnerable consumers
Additional information/questions

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FORM 4 – New work item proposal
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