Guidance

Guidance on ISO23412 for certification
February 2024

1

Guidance

Table of contents
1. Purpose of guidance
2. Explanation of major requirements
3. Explanation of the certification process
4. How to appeal certified ISO23412 to stakeholders

2

1. Purpose of guidance

Guidance

The purpose of this guidance is to provide an easy-to-understandexplanation of the major requirements of ISO 23412, the certification
process, and how to appeal certified ISO23412 to stakeholders whenlogistics service providers provide refrigerated parcel delivery services.
It also explains the background of the standard's origins and the importantessence of the standard for operations.
The guidance is a product under the study on compiling a guidelines forcertification of ISO23412 by logistics service providers – standardization ofcold chain logistics in 2023 commissioned by Ministry of Economy, Trade andIndustry of Japan.

We don't understand therequirements, certification
process, etc.

Let's get certified!

32. Explanation of major requirements

Guidance

ISO 23412 for refrigerated parcel delivery services
With the proposal from Japan, ISO/PC(Project Committee)315 was officially established in
January 2018 for developing ISO 23412 and it was published on 28th May 2020.
Document
tittleISO 23412:2020

Indirect, temperature-controlled refrigerated delivery services— Land transport of parcels with intermediate transfer

Aim

Support consumer safety through a total control of the cold chain while therefrigerated parcel is in the possession of the refrigerated delivery service

TargetFocus on the service provided by, and the processes for, temperature control
within the refrigerated delivery service
https://www.iso.org/standard/75468.html↑Check here
for the introduction movie(YouTube)4

2. Explanation of major requirements

Guidance

Effects of ISO 23412 certification
Companies that have acquired ISO 23412 certifications identify the following four effects ofcertification.
1.Improving and ensuring service quality••••

Clarify points that need to be checked, which can be confirmed and improved during regular internal inspections.
Clarify points to be improved by third-party audit, and enable the provision of better services.
Create a culture of continuous improvement and ensure effective and up-to-date conditions over the long term.
Prevent the growth of microorganisms, maintains freshness, and ensures the safety and quality of customers' products

2.Reducing risks•

Reduce risks such as spoilage, waste, food safety issues, loss of customer trust and confidence, and enhance overall
service levels.

3.Improved reliability•

Provide easy-to-understand proof of quality for shippers and customers

4. Differentiating factors from competitors•

It is a differentiating factor from other companies in terms of quality (The certification body mentioned that it is difficultfor other companies to acquire ISO 23412 certification in terms of quality. Other companies use coolants in refrigerated
containers, have no rules for transshipment time, and do not have sufficient temperature control).

【Specific region (e.g. Hong Kong)】•
Important requirements for participating in tenders and contracts including cold chain services ( ISO 22000 and HACCP
certifications are prerequisites, ISO 23412 is an additional key factor)•
Attract customers (high-end hotels, chain restaurants, supermarkets, etc.) who prioritize food safety and service quality.
52. Explanation of major requirements

Guidance

ISO 23412 includes requirements ranging from service launch to monitoring andimprovement of the service. The major requirements are as the below.
Service definitions
１

Subject of control
temperature2

Service transporttemperature3

Pre-cooling of parcels

Requirements for the refrigerated delivery
Execution

Design4Pre-cooling ofequipment

7 Confirmation of precooling/ item upon
reception

5 Emergency measures

8

Labeling

6 Temperature control
during transferring

9

Refrigeration uponnon-delivery

Review
Monitoring and
10recording of transporttemperature
11

Effectiveness oftemperature control inall processes

Other Requirements for maintaining transportation quality
Design12

Transportation
network

13 Security measures for
operation sites
14

Execution

Review

15

Daily securing ofresources

17 Resource supply anddemand situation

16

Provision of
personnel training

18

State of transportation
network6

Scheme for dealing
with problems

Guidance

Service definitions

1 Subject of control temperature

The service provider shall maintain the internal temperature of the refrigerator/freezer
within the service transportation temperature range specified by the service provider.

1
Ambient
temperature(Internal
temeperature ofrefrigerator /freezer)... Scope covered by ISO 23412

XXX... Not covered by ISO 23412

Refrigerator / Freezer-xx ℃

Servicetransport
temperature

XXX

Invoice2
Invoicecontents

ParcelCentraltemperature ofparcel contents(core temperature)

3

Parcels with different contents are transported together in one defined temperature
range. Therefore, instead of controlling the temperature of each parcel individually, thetemperature of the refrigerator and freezer are maintained at the service transportation
temperature.
7

Guidance

Service definitions

2 Service transport temperature

The service provider shall specify their own service transport temperatures, with cautions to
the laws and regulations of each country.
e.g. Japanese logistics company stipulates as below

0 ℃-10℃-15 ℃ or less

As a business, the service transportation temperature is set by each service provider.
8

Guidance

Service definitions

3 Pre-cooling of parcels

The service provider shall stipulate conditions for pre-cooling or pre-freezing by delivery
service users and other terms and conditions for accepting refrigerated parcels.
e.g. Japanese logistics company stipulates as below
Service temperature duringtransportation

Request to users on pre-cooling time

0-10 ℃

10℃ or less for over 6 hours-15℃ or less

-15℃ or less for over 12 hours* The service provider is possible to provide pre-cooling or pre-frozen as value-added services.

Other terms and conditions
Maximum size

Width + Length + Height=less than 120 cm

Maximum mass

Within 15kg

Packagingconditions

Put the contents in a plastic bag or other bag, then put it into a cardboard box

Setting appropriate terms and conditions is to guarantee a safe and efficient transportation.
For example, if some parcels are not pre-cooled, the internal temperature of refrigerator willrise and lead to the damage of other parcels. In addition, if the maximum size, mass, etc. ofparcels are not specified, there will be a risk that the parcel will not fit into the equipmentused by the service provider, and the parcel will not be efficiently kept cool.
9

Guidance

Requirements for the refrigerated delivery : design

4 Pre-cooling of equipments

The service provider shall confirm that refrigerators/freezers or cold stores have reachedservice transport temperatures before transferring refrigerated parcels.
e.g. Japanese logistics company stipulates as below

By setting pre-cooling time and reaching the appropriate temperature, a fully pre-cooled
equipment can provide a non-stop transfer process and minimize the time being exposedto the ambient temperature.
10

Guidance

Requirements for the refrigerated delivery : design

5 Emergency measures

The service provider shall have contingency plans in place, such as during an electric outage
or when refrigerated parcel is exposed to non-temperature-controlled environment.
Event examples

Requirements

e.g. Counter measuresa) Connect the generator

If the site is under anelectric outage…

A cold store at the site shallhave the ability to function
continuously without
interruption

If a refrigerated parcel isplaced in a nontemperature-controlledenvironment or
is mistakenly sorted into a
different service transporttemperature…

The service providers shallprovide work instructions tostaff working for the
refrigerated delivery service
according to their respective
rolesb) Temporarily use coolingmaterials

Promptly report to theperson in charge at the site
and ask for instructions, etc.

It is necessary to prepare a contingency plan so that the temperature is properly
controlled even in an emergency.
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Guidance

Requirements for the refrigerated delivery : design

6 Temperature control during transferring

The service provider shall have operational guidelines for transferring the parcel andstipulate the transferring time duration, environmental temperatures, etc.
Collection
Transfer from thedelivery service user toa refrigerator/freezer orcold store

Transportion
Transfer between
refrigerators/freezers
or/and cold stores

DeliveryTransfer to the recipientfrom arefrigerators/freezers orcold store

Transferring

Contents
stipulated
in theoperationalguidelinesa) The transfer time durationsb) The temperature of the temperature-controlled environment, or nontemperature-controlled environment to which parcels are exposedc) The recording, monitoring and storage of data coverd by a) and b)

At point of transfer, risk of rise in temperature increases. It can be reduced by specifying
the length of transfer time in the operational manual. In addition, record and understandthe temperature conditions accurately is an important part in customer service.
12

Guidance

Requirements for the refrigerated delivery : execution

7 Confirmation of pre-cooling/item upon reception

The service providers should confirm from delivery service users that the refrigerated
parcel has been pre-refrigerated/pre-frozen and that it is not a prohibited item, etc.
Have you pre-cooled
this parcel?

Terms to becheckedPre-cooling/pre-freezing

Estimated pre-cooling timeby delivery service users

e.g. Japanese logistics company stipulates as below
10℃ or less for over 6 hours-15℃ or less for over 12 hours

Item

Dangerous goods cannot be transported by airplain

Maximum size

Width + Length + Height=less than 120 cm

Maximum mass

Within 15kg

Packagingconditions

Put the contents in a plastic bag or other bag, then put it into a
cardboard box

If a parcel is not pre-cooled in advance or its packing condition is insufficient, it will
negatively affects not only the parcel itself but also other parcels. Confirmation with user isto achieve the safety of parcel delivery.
13

Guidance

Requirements for the refrigerated delivery : execution

8 LabelingAt the point of acceptance, the service provider shall label or mark the classification oftemperature ranges such as “chilled” or “frozen”, and other information.
e.g. Japanese logistics company stipulates as below
Chilled or frozen
9999-9999-9999

Recipient’s address,
postal code, etc.

Identification number

Acceptance date
Estimateddelivery date

Name of refrigerated
paecel delivery service

The service provider check that the
information labelled or marked isvisible on an external face of therefrigerated parcel.

User's address,
postal code,etc.
Contents of parcel

9999-9999-9999

Many staffs are involved in the refrigerated delivery service, so it is necessary to share
information clearly. Labeling is to visualize the parcel information such as type of temperature
range, prohibited items, or fragile items, etc. Also, it prevents parcels from being handled under
the wrong service transportation temperature.
9999-9999-9999

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Guidance

Requirements for the refrigerated delivery : execution

9 Refrigeration upon non-delivery

The service provider should keep parcels refrigerated at the site when the recipient isabsent on attempted delivery.

Delivery

Go back to thesite

RecipientabsentRefrigerate at
the site

Put into therefrigerator/freezer
or cold store

The goal of the service is to deliver a temperature-controlled parcels to customers.
When attempted delivery is failed, parcel should be under a temperature-controlledenvironment until the delivery is success.
15

Guidance

Requirements for the refrigerated delivery : review

10 Monitoring and recording of transport temperature

The service provider shall monitor the internal temperature of refrigerator/freezer andcold store at the site.
Target of Temperaturemonitoring
Vehicle’s refrigerator/
freezer

ThermometerFrequency of recording

Insert a calibrated
temperaturemonitoring instrument
VisibleCold store at the site

Insert a calibrated
temperaturemonitoring instrument
Visible

After pre-cooling/prefreezing the refrigerator/freezer
At the start and end of
every transport journey
At every point oftransfer
At least 3 scheduled
times a day

Data storage
periodShould be set by
the service provider
e.g. 12 months

Reliable refrigerated parcel delivery service is provided under proper temperature control.
By monitoring and recording the temperature at the determined timeslot every day andduring transfer, etc., equipment malfunctions could be alerted.
16

Guidance

Requirements for the refrigerated delivery : review

11 Effectiveness of temperature control in all processes

The service provider shall conduct testing of the temperature controls and processes within
its refrigerated delivery service a minimum of once a month.
e.g. Test by inserting a temperature data logger from acceptance to delivery at destination

Temperature data logger

Collection

Site

Hub

Hub

Site

Delivery

Reliable temperature control can be ensured through conducting test to check whether
temperature is appropriately controlled from collection to delivery. Define testing methodin the manual enables conducting a test in similar condition.
17

Guidance

Other requirements for maintaining transportation quality : design

12 Transportation network

The service provider shall make a plan regarding the distance and time between
transportation networks, and transportation schedules for vehicles, etc. The service
provider shall also implement a system to monitor and locate each refrigerated parcel. e.g.
Tracking system.

Site A

X km

Site BY km

30 minutes

50 minutes

Hub

Z km

W km
1 hour

Site C

1 hour

Site D

An appropriate and effective network (e.g. time, distance, and transportation scheduleof the vehicle) is essential to a reliable and on-time delivery, which prevents damage
and decay of the content.
18

Other requirements for maintaining transportation quality : design

Guidance

13 Security measures for operation sites

The service provider shall implement security measures on each operation site to prevent
unauthorized access causing theft and damage to refrigerated parcels. The site shall also be
designed to cover refrigerated parcels and protect them from external conditions.
 Protection from external conditions at
the site Prevention measures at the siteFacilities
Refrigerated vehicles
Cold stores
Refrigerated parcels

 When transferring refrigerated parcels
 Temporary storage of refrigerated parcels in the
refrigerator/freezer

e.g. Lock the door to prevent outside intrusion.

e.g. Tranferring is carried out indoors or under a roof
to avoid exposure to wind and rain.

These are the requirements to prevent the refrigerated parcels from being stolen or damaged.
19

Guidance

Other requirements for maintaining transportation quality : design

14 State of transportation network

The service provider shall have a system in place to record and monitor the location ofrefrigerated parcels on the transportation network.
subject
Eachrefrigerated
parcelWhole
refrigerated
parcels

Necessary information

e.g. Monitoring and recording system for refrigerated parcels

1

Identification number *2

Location *3

Designated destination (direction
number, etc.)

Size and mass

4

Size and mass

100 size

5Time and date of acceptance

6

Time and date of delivery

7

Total time taken from acceptance toarrival at designated destination

1

Volume of refrigerated parcels
delivered through the transportation
network and each site daily2

Temperature of refrigerated parcels
since acceptance, if applicable,
environmental temperatures duringtransfer times

3

Not deliverries

Tracking No.

Status9999-9999-9999
Delivery date andtime (estimated)
November 1st
No time specified
Time and date

Designateddestination
A siteLocation

Acceptance

14:30, October 31st

B sitePassing throughthetransportation
base

02:00, November 1st

C transportation
base

Deliverycompleted

10:00, November 1st

A siteParcels received from customers should be traceable. The system enables to trace the parcel
location, and identify if the refrigerated parcel goes to the wrong place.
20

Guidance

Other requirements for maintaining transportation quality : execution

15 Securing daily resources

The service provider shall check and secure resources (including personnel, equipment,etc.) on a daily basis.
Implementation
Serviceprovidere.g.
logistics
company

1 Assign a responsible person

Site manager

Communicate to the responsible person in2
writing expected duties

Proper temperature control
Hygiene management
Educational guidance for staff, etc.

Verify that the required
resources for the site to function
are present

Number of staff
Number of equipment etc.

2

Verify that the resources function
correctlyConfirmation of staff operations
Refrigerator/freezer, cold store, etc.

3

Implement remedial action if
necessary

Staff retraining
If there is a problem with the equipment,
immediately repair it or arrange for a
replacement

1
Who

Daily
checksResponsible
persone.g. sitemanager,
staff

e.g.

Results ofdailychecks4

Create a document and keep it for 〇years* Please note the relevant regulations
regarding the retention period
Record and retain

It is important to secure resources to provide quality services to customers. For example,
if the service cannot be provided due to a shortage of staff or space in refrigerators, itwill damage the refrigerated parcel, resulting in low service quality.
21

Guidance

Other requirements for maintaining transportation quality : execution

16 Provision of personnel training

The service providers shall design, document, and provide relevant training
programmes for new staff members. If there are any changes to the operation of theservice, additional training or repeated training shall be conducted.
Training
For new
staff








Add/Repe
ate.g. Japanese logistics company

Programmes






Documentation

Work instructions
Work instructions for transferring
refrigerated parcels
How to use the equipmenst/viecles
Contingency plans
Hygiene and sanitation
Food safety, etc.



There is a change to the service
attributes or operations
Therer are new processes orprocedures introduced in the service
There are new refrigerator/freezer orcold stores
A staff member is underperforming,etc.

Training record

Teaching materials(papers, movies, etc.)

Retained for 3yaers* Please note therelevant regulations
regarding theretention period
Confirmation test
(papers, e-learning,
etc.)

Trained staff supports quality service. While most of the operations are conducted byhuman operation, training and allocating skilled staff stabilizes service quality level.
22

Other requirements for maintaining transportation quality : review

Guidance

17 Resource supply and demand situation

The service provider shall analyze and forecast maximum number of parcels that can behandled, analyze demand and supply of resource, and plan the necessary measures.
Implementation1

 Monitor and record the number of chilled and/or frozen parcels daily2 Undertake an analysis of the maximum expected number of chilled and/or
frozen parcels within a defined period• Confirm that have the correct resources• Documented, reviewed and updated a minimum of once a year3

 If there is a peak period of high demand,• Implement a contingency plan (to obtain additional resources for each site or tolimit the acceptance parcels)• If the increase in demand is consistent, evaluate and implement plans for
expansion of operation site, additional resource commitment, or establishing
new operation sites••••Ref.) Seasonal events requiring analysis
of maximum number of parcels

Chinese New Year
Moon Festival
Double Eleven (Nov 11th)
Black Friday

The requirement aims to provide high quality service by preparing for unexpected peaks,
such as contingency plan. Even if the amount of parcel is currently stable, sudden peaks
are unexpectable. Well preparation will result in high-quality service without panic in suchcases.
23

Guidance

Other requirements for maintaining transportation quality : review

18 Scheme for the dealing with problems

If cases of delayed or unsuccessful deliveries occur or increase, the service provider
shall identify the causes and take improvement measures. The service provider shallalso prevent accumulation of undelivered parcels and prevent recurrence.
Phenomenon
Where there is a consistentor rising pattern ofrefrigerated parcels not
1 arriving at the designateddestination within thestandard delivery
timescales

2

Where issues and root
causes are identified

Implementatione.g.

Investigate the cause of thedelays or non-deliveries【Cause】
The vehicles are stuck intraffic between Hub A andHub B, and veicles do notarrive at Hub B on time.

Course of action shall becreated and followed

Change the transportationroute from Hub A to Hub B.
Measure the distance andtime of the new route andamend the transportation
schedule

The requirement aims to improve quality service continuously through identifying thecause of problems and taking measures.

24

3. Explanation of the certification process

Guidance

Purpose : This chapter is to provide an idea of the certification process
Contents : Explanation of the general certification process by certification bodies

1.Certification process0

Prior consultation with certification body*(herin after “CB”)

1Application for audit

2

Document audit

3

On-site audit

4

Registration of certification

5

Audit to maintain registration25

3. Explanation of the certification process

Guidance

2．Explanation of each process０

Prior consultation with CB
Contact the CB that you want to obtain certification from and confirm thenecessary documents and certification process in advance.

１

Application for audit
Application< Example of documents required
for application >- Application form
- Company brochure, company
profile, etc.
- Specifications for equipment- Operation manuals, etc.

Acceptance of theapplication by CB

Quotation

Quotation $ XX,XXX

Contact the CB and obtain a quotation(It is common that the amount varies
depending on the scope of certification(number of establishments, etc.).)26

3. Explanation of the certification process２

Guidance

Document audit
Caution!

The manual must meet ISO requirements.
→ For document review, it is necessary to state thepractices in the manual.

Audit

CB

Document audit

27

Receive result

3. Explanation of the certification process３

Guidance

On-site audit

Receive on-site
audit plan
Receive notification of
the audit plan
including informationsuch as the scheduleOn-site Audit
Check on site whether theoperation is carried out inaccordance with the operation
manual which in accordancewith the requirements of
ISO23412.

Receive result
Receive Corrective
action request＊（If applicable）

Upon receipt of a Corrective action request
・Create a corrective
action plan・Implementationof corrective
actions

Follow up audit
Document audit or atnext audit

28

Receive result

3. Explanation of the certification process３

Guidance

On-site audit【Reference】

Image on the day of the on-site audit (example)
Implementation Overview

Opening
meeting

Introduction of members
Explanation of the audit
Confirmation of the schedule of the audit

On-site check

On-site check（Check operation is in accordance withthe operation manual.）
Conducting interviews, reviewing documents andrecords
Checking equipment

Team meeting

Evaluate the audit by the members only andsummarize the evaluation and conclusions

Closing meeting

Explanation of the result（and corrective
recommendation if any）and subsequent flow.
※The review finding will be explained here, but theofficial result will be sent later.
29

3. Explanation of the certification process
４

Guidance

Registration of certification
If no nonconformity is found, certification is determined by the CB
and a certificate will be issued. Generally, the registered company islisted on the website of the CB.
In addition, the use of certification mark is permitted (For details,
see “4. How to appeal certified ISO23412 to stakeholders").

５

Review to maintain registration
To evaluate compliance with ISO23412 ・・・Intermediate
Audit
Review conductedwithin the valid
periodRenewal Audit

Occasional Audit

A renewal certificate
will be issued uponcompletion of theaudit around theend of the valid
period.

Done in following cases ︓・significant change in thework procedure・change in scope of
application・change in requirement,etc

Audit period varies depending 30on the CB30

3. Explanation of the certification process
6

Guidance

Withdrawing, suspending of registration
If the following events occur, the registration will be withdrawn or suspended.

Withdrawal request

Serious nonconformities in audit

Not accepting intermediate
or renewal audit

Non-payment of audit fee

False explanation in audit

Serious legal violation, etc.

These certification processes are reference examples.
For more details, please contact the CB that you want to obtaincertification from.

31

4. How to appeal certified ISO23412 to stakeholders
Widely publicized by stickers on
the back of trucks

Certification markon business card

Guidance

List on company infomation

List on company website〇〇〇 Co., Ltd.
manager
Frozen Hanako
TELXXX-XXXX-XXXX SAMPLE
Address: 1-2-3, 〇〇-cho, 〇〇-ku

32

Put at the sites

Guidance

4. How to appeal certified ISO23412 to stakeholders
Awareness through video

Dissemination through the media
Frozen Ltd. toreceive ISO23412
cold chain logistics
services certification

News Paper

Certified companies highlight the ISO 23412 certification
through videos

1. Company introduction
2. Grapes farmer
3. Mango farmer

PR through SNS
Posting certificates on LinkedIn and othersocial networking sites to promote

Improving service through operations
with standard

33

This guidance is the product of the "Study on
International standardization of cold chain
logistics", commissioned by the Ministry of
Economy, Trade and Industry (METI) in 2023.