EN 
EN 1  EN  COMMISSION OF THE E UROPEAN COMMUNITIES 
Brussels, 7.7.2009 
SEC(2009) 949 
  
COMMISSION STAFF WORKING DOCUMENT 
  
accompanying document to the 
COMMUNICATION FROM THE CO MMISSION TO THE EUROPEAN 
PARLIAMENT, THE COUNCIL, THE EUROPEAN ECONOMIC AND SOCIAL 
COMMITTEE AND THE COMMI TTEE OF THE REGIONS 
 
on a harmonised methodology for classifyin g and reporting consumer complaints and 
enquiries 
  
Draft 
 
COMMISSION RECOMMENDATION 
 
on the use of a harmonised methodology for classifying and reporting consumer 
complaints and enquiries 
  
[COM(2009) 346 final] 
 
 
ELECTRONICAL VERSION ONLY
EN 2  EN Draft 
COMMISSION RECOMMENDATION 
on the use of a harmonised methodology for classifying and reporting consumer 
complaints and enquiries 
(Text with EEA relevance) 
THE COMMISSION OF THE EUROPEAN COMMUNITIES, 
Having regard to the Treaty establishing the Eu ropean Community, and in  particular Article 
211 thereof, 
(1) The European Council in its Presidency Conclusions of 14 December 2007 has 
welcomed the Single Market Review whic h calls for Community policymaking and 
regulation to develop a bette r understanding of real outc omes for consumers in the 
Internal Market thr ough the development of tools a nd indicators such as consumer 
complaints; 
(2) The European Parliament in its Reso lution of 18 November 2008 on the Consumer 
Markets Scoreboard has invited the Comm ission and the Member States to work 
towards the harmonisation of the complaint classification systems used by the competent authorities and relevant consumer assistance services in the Member States 
and to establish a Community-wide da tabase of consumer complaints;  
(3) The Commission Communication on "E U Consumer Policy strategy 2007-2013"
1 has 
set as one of its priorities the better m onitoring of consumer markets and national 
consumer policies, including the developm ent of a tool monitoring consumer 
complaints 
(4) Article 16 of Regulation (EC) No 2006/2004 of the European Parliament and of the 
Council of 27 October 2004 on cooperation betw een national authorities responsible 
for the enforcement of consumer protection laws2 authorises the Commission to work 
with the Member States on developing a co mmon framework for the classification of 
consumer complaints, 
HEREBY RECOMMENDS: (1) Aim 
The aim of this Recommendation is to intr oduce a harmonised methodology for classifying 
consumer complaints and enquiries, to be used by complaint handling bodies in the Community, and their repor ting to the Commission.  
                                                     
 
1 Communication from the Commission to the European Parliament, the Council, the European 
Economic and Social Committee and the Committee of  the Regions, "EU Consumer Policy strategy 
2007-2013". {SEC(2007) 321}{SEC(2007) 322}{SEC(2007) 323} 
2 Regulation (EC) No 2006/2004 of the European Parliament and of the Council of 27 October 2004 on 
cooperation between national authorities responsible for the enforcement of consumer protection laws. 
EN 3  EN (2) Scope 
This Recommendation applies to: 
(a) complaint handling bodies, in particular Memb er States' consumer authorities, consumer 
organisations, regulatory authorities, alternativ e dispute resolution bodie s, complaint boards, 
independent Ombudsmen set up by government authorities, independent Ombudsmen-type 
services set up by traders, and industry self-regulatory bodies. 
Any participation of complaint handling bodies will be subject to conf identiality requirements 
that such bodies may be bound to respect; 
(b) all commercial advertising that is aimed at consumers, and sales and service contracts 
concluded between traders and consumers. 
This Recommendation does not apply to consumer complaint handling mechanisms operated 
by traders and dealing with ca ses concluded directly with the consumer or mechanisms 
providing such services operated by or on behalf of a business. 
(3) Definitions 
For the purpose of this Recommendation: 
(a) consumer means any natural person who is acting for purposes whic h are outside his/her 
trade, business, craft or profession  
(b) consumer complaint means a statement of  dissatisfaction made by a consumer with a 
specific trader, in relation to the promotion, sa le or supply of a product, to a complaint 
handling body.  
(c) consumer enquiry means a request for info rmation, other than a complaint, made by a 
consumer concerning the promotion, sale or supply of a product to a complaint handling 
body. 
(d) product means any goods or services  including immovable property, rights and 
obligations. 
(e) trader means any natural or legal person who, in relation to  the promotion, sale or supply 
of a product, is acting for purposes relating to hi s/her trade, business, craft or profession and 
anyone acting in the name of or on behalf of a trader. 
(f) complaint handling body means any body that is responsible for collecting complaints 
data, attempting to resolve complaints, giving advice, and providing information to consumers 
about complaints and/or enquiries, that is a third party to a complaint or enquiry by a 
consumer about a trader.  
(4) Collection and classification of data 
(a) Complaint handling bodies should complete da ta fields according to  the values presented 
in the Annex. 
(b) Complaint handling bodies should collect at least the following recommended data: 
EN 4  EN (i) country of consumer 
(ii) country of the trader (iii) type of contact disti nguishing between complaints and enquiries, and date of 
receiving the complaint or enquiry  
(iv) selling method (v) sector information at level 2, as this  is provided in Section B of the Annex 
(vi) type of complaint information at level 1, as this is provided  in Section C of the 
Annex 
(c) Complaint handling bodies are encouraged to collect the following additional data:  
(i) advertising method 
(ii) type of premises (iii) means of payment (iv) name of the trader (v) value of the transaction (vi) value of the loss incurred by the consumer 
(vii) sector information at level 3, as this  is provided in Section B of the Annex 
(viii) type of complaint information at level 2, as this is provided in section C of the 
Annex 
(5) Reporting of data 
(a) All complaint handling bodies  should report all data, incl uding the micro data for every 
individual complaint, correspond ing to the fields described in  point 4 (b) to the Commission. 
(b) All complaint handling bodies are encouraged to report all data, including the micro data 
for every individual complaint, corresponding to th e fields described in point 4 (c), with the 
exception of data on the "name of the trader", to the Commission. 
(c) All bodies providing data to  the Commission should report th e data on a monthly basis. 
(d) In case personal data are proc essed, it has to be done in line with national laws transposing 
Directive 95/46/EC on the protect ion of individuals with regard  to the processing of personal 
data and on the free movement of such data
3. In particular, the princi ple of data minimisation 
shall apply and personal data in consumer comp laints and enquiries sh ould be, if possible, 
anonymised.  
                                                      
3 OJ No. L 281, 23.11.1995, p.31  
EN 5  EN (e) The Commission will publish all data receive d by complaint handling bodies reporting at 
least the recommended data described in point 4 (b). 
Done at Brussels, […] 
 For the Commission 
 Meglena Kuneva  Member of the Commission 
EN 6  EN  
ANNEX  
DRAFT 
Harmonised methodology for classifyin g consumer complaints and enquiries 
 
Section A, "GENERAL INFORMATION" 
 
1 Country of consumer  
Recommended field for complaint registration Voluntary field for enquiry registration   
 11 Austria 
 12 Belgium 
13 Bulgaria 
 14 Cyprus 
15 Czech Republic 16 Denmark 17 Estonia 18 Finland 19 France 
 20 Germany 
21 Greece 
 22 Hungary 
23 Italy 24 Ireland 
 25 Latvia 
EN 7  EN  26 Lithuania 
 27 Luxembourg  28 Malta 
29 The Netherlands 30 Poland 31 Portugal 32 Romania 
 33 Spain  34 Slovenia  35 Slovakia  36 Sweden  37 The United Kingdom  38 Iceland  39 Liechtenstein  40 Norway  41 Switzerland  42 Other 
 
2 Country of the trader
4 
Recommended field for complaint registration Voluntary field for enquiry registration  
 11 Austria 
 12 Belgium 
                                                     
 
4  Regulation (EC) 261/2004 of the European Parliament and of the Council of 11 February 2004 on 
establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, stipulates that in cases related to this Regulation a 
country is competent for all flights from airports situat ed on its territory and flight from a third country 
to such airports. 
EN 8  EN 13 Bulgaria 
 14 Cyprus 
15 Czech Republic 16 Denmark 17 Estonia 18 Finland 19 France 
 20 Germany 
21 Greece 
 22 Hungary 
23 Italy 24 Ireland 
 25 Latvia  26 Lithuania  27 Luxembourg  28 Malta 
29 The Netherlands 30 Poland 31 Portugal 32 Romania 
 33 Spain  34 Slovenia  35 Slovakia  36 Sweden  37 The United Kingdom  38 Iceland 
 39 Liechtenstein 
EN 9  EN  40 Norway 
 41 Switzerland  42 Other 
 
3 Name of consumer complaint body handling the complaint  
Recommended field for complaint registration Voluntary field for enquiry registration  
31 Free text 
 
4 Type of contact by the consumer 
Recommended field for complaint registration Voluntary field for enquiry registration 
 
 41 Complaint 
 42 Enquiry 
 
5 Date of contact by the consumer  Recommended field for complaint registration  Voluntary field for enquiry registration 
 
 51 DD – MM - YYYY 
 
6 Selling method  Recommended field for complaint registration 
Voluntary field for enquiry registration 
 
EN 10  EN  61 Premises, including shop 
 62 Distance selling (e.g. phone , post), excludes e-commerce 
 63 E-commerce  64 Market, trade fair  65 Auction 
66 Internet auction 
 67 Doorstep selling  68 Other  69 Do not know 
 
7 Advertising method  Voluntary  field for complaint registration 
Voluntary field for enquiry registration  
 71 Face-to-face 
 72 Phone call  73 Text message  74 Audiovisual  75 Print (newspaper, brochure, flyer, etc.)  76 Internet (website)  77 E-mail  78 Radio  79 Outdoor (fixed or mobile)  80 Other 
  
8 Type of premises 
 Voluntary field for complaint registration 
EN 11  EN Voluntary field for enquiry registration 
 81 Supermarket, Hypermarket 
 82 Discount store  83 Department store  84 Retail chain store  85  Retail store  86 Small shop, small store  87 Greengrocer, night shop 
 88 Street market, farm shop  89 Petrol station  90 Office  91 Travel agency, tour operator agency  92 Hospital, Clinic, Surgery  93 School  94 Other 
 
9 Means of payment  Voluntary field for complaint registration 
Voluntary field for enquiry registration 
 
 91 Cash  92 Debit card  93 Credit card  94 Cheque  95 Bank transfer  96" Paypal" or similar 
 97 Wire transfer, "Western Union" or similar 
EN 12  EN  98 Other 
10 Name of the trader 
 Voluntary field for complaint registration 
Voluntary field for enquiry registration 
 
 101 Free text 
 
11 Value of the transaction   Voluntary field for complaint registration 
Voluntary field for enquiry registration 
In cases that this is applicable, the price pa id by the consumer for a good or a service.   
 111 Currency 
 
12 Value of the loss incurred by the consumer 
 Voluntary field for complaint registration 
Voluntary field for enquiry registration 
 In cases that this is applicable, the monetary loss as declared by the consumer. 
 121 Currency  
  
  
EN 13  EN Section B, SECTOR INFORMATION 
 
It is recommended  that sector informatio n be collected at least  at level 2, e.g. 1.1 "Food – 
Fruit and vegetables", 1.2 "Food – Meat", for complaint registration  
 It is voluntary
 that sector information be collecte d at level 2, e.g. 1.1 "Food – Fruit and 
vegetables", 1.2 "Food – Meat", for enquiry registration  
1.1.1  Consumer Goods 
1 Consumer Goods 
1.1 Food - Fruit and vegetables 
 Fruit 
- fresh, chilled or frozen fruit, 
- dried fruit, fruit peel, fruit kernels, nuts and edible seeds, 
- preserved fruit and fruit-based products. 
 
Excludes: jams, marmalades, compotes, jellies, fruit purees and pastes (1.4); parts of plants preserved in sugar (1.4); fruit juices and syrups (1.5).   
 
Vegetables 
- fresh, chilled, frozen or dried vegetables cultiv ated for their leaves or stalks (asparagus, 
broccoli, cauliflower, endives, fennel, spinach, etc.), for their fruit (aubergines, 
cucumbers, courgettes, green peppers, pum pkins, tomatoes, etc.),  and for their roots 
(beetroots, carrots, onions, parsnips, radishes, turnips, etc.), 
- fresh or chilled potatoes and other tuber vege tables (manioc, arrowroot, cassava, sweet 
potatoes, etc.), 
- preserved or processed vegetables and vegetable-based products, 
- products of tuber vegetables (flours, meals, flakes, purees, chips and crisps) including 
frozen preparations such as chipped potatoes. 
 
Includes: olives; garlic; pulses; sweet corn; sea fennel and other edible seaweed; mushrooms 
and other edible fungi. 
 
Excludes: potato starch, tapioca, sago and other starches (1.4); soups, broths and stocks containing vegetables (1.4); culinary herbs (parsl ey, rosemary, thyme, etc.) and spices (pepper, 
pimento, ginger, etc.) (1.4); vegetable juices (1.5).   
1.2 Food - Meat  
 Products in this category are: 
- fresh, chilled or frozen meat of:  
o bovine animals, swine, sheep and goat,  
o poultry (chicken, duck, goose, turkey, guinea fowl),  
o hare, rabbit and game (antelope, deer, boar, pheasant, grouse, pigeon, quail, 
etc.),  
o horse, mule, donkey, camel and the like.  
- fresh, chilled or frozen edible offal,  
- dried, salted or smoked meat and edible offal (e.g. sausages, salami, bacon, ham),  
- other preserved or processed meat and meat-based preparations (canned meat, meat 
extracts, meat juices, meat pies, etc.).  
 
EN 14  EN Includes: meat and edible offal of marine mamma ls (seals, walruses, whales, etc.) and exotic 
animals (kangaroo, ostrich, alligator, etc.); an imals and poultry purchased live for consumption 
as food. 
 Excludes: lard and other edible animal fats (1.4); soups, broths and stocks containing meat 
(1.4).   
1.3 Food – Bread and Cereals  
 Products in this category are: 
- rice in all forms,  
- maize, wheat, barley, oats, rye and other cer eals in the form of gr ain, flour or meal,  
- bread and other bakery products (crisp bread, rusks, toasted bread, biscuits, 
gingerbread, wafers, waffles, crumpets, muffins, croissants, cakes, tarts, pies, quiches, 
pizzas, etc.),  
- mixes and doughs for the preparation of bakery products,  
- pasta and pizza products in all forms,  
- cereal preparations (cornflakes, oatflakes, etc.) and other cereal products (malt, malt 
flour, malt extract, potato starch, tapioca, sago and other starches).  
Includes: farinaceous-based product s prepared with meat, fish, se afood, cheese, vegetables or 
fruit. 
 
Excludes: meat pies and fish pi es (1.4); sweetcorn (1.4).   
1.4 Food – Other 
 Includes:  
- fish and shellfish, 
- dairy products (milk, cheese and others), 
- eggs/egg products, 
- oils and fats (butter, margarine, olive oil, edible oil), 
- baby/infant foods, 
- herbs and spices, 
- nuts/ nut products, 
- soups, sauces, 
- ready meals, 
- additives, 
- sugar, jam, honey, chocolate and confectionery, 
- dietary products, 
- food supplements, 
- other food products not elsewhere classified.  
1.5 Non-alcoholic beverages 
 The non-alcoholic beverages classified here are those purchased for consumption at home.  
 
Includes: 
- coffee, tea and cocoa, 
- mineral waters,  
- soft drinks,  
- fruit and vegetable juices, 
- syrups, concentrates.  
 
Excludes non-alcoholic beverages sold for immediate consumption away from the home by 
hotels, restaurants, cafés, bars, kiosks, street vendors, automatic vending machines, etc. (6.5).  
EN 15  EN  
1.6 Alcoholic beverages 
 The beverages classified here include low or non-alcoholic beverages which are generally 
alcoholic such as non-alcoholic beer.   
Includes:  
- spirits and liqueurs,  
- wine,  
- beer.  
 
The group excludes alcoholic beverages sold for immediate consumption at restaurants, cafés, 
bars, etc. (6.5). 
 
1.7 Tobacco 
 Includes: 
- cigarettes; cigarette tobacco (loose tobacco) and cigarette papers, 
- cigars, pipe tobacco, chew ing tobacco or snuff, 
- lighters, lighter fuel, cigarette  cases, cigar cutters, etc. 
1.8 Clothing (including tailor-made goods) and footwear 
 Following items are included: 
- clothing materials and garments for men, women, teenagers, children (three to 13 
years) and infants (0 to two years), either  ready-to-wear or made-to-measure, in all 
materials (including leather, furs, plastics an d rubber), for everyday wear, for sport or 
for work, 
- all footwear for men, women, teenagers, chil dren (three to 13 years) and infants (0 to 
two years) including sports footwear suitabl e for everyday or leis ure wear (shoes for 
jogging, cross-training, tennis, basket ball, boating, etc.), 
- parts of footwear,  
- underwear,  
- gaiters, leggings and similar articles, 
- ties, handkerchiefs, scarve s, squares, gloves,  mittens, muffs, belts, braces, aprons, 
smocks, bibs, sleeve protectors, hats, caps, berets, bonnets, etc., 
- sewing threads, knitting yarns and accessories  for making clothing such as buckles, 
buttons, press-studs, zip-fasteners, ribbons, laces, trimmings, etc., 
- handbags and accessories. 
 
Excludes:  
- furnishing fabrics (1.10), 
- articles of medical hosiery such as elasticated stockings (8.4), 
- orthopaedic footwear (8.4), 
- babies' napkins (1.25), 
- protective gear for sports such as protective headgear, life jackets, boxing gloves, body 
padding, belts, supports, etc.; game-specific footwear (ski boots, football boots, golfing 
shoes and other such footwear fitted with ice skates, rollers, spikes, studs, etc.); shin-
guards, cricket pads and other such protective apparel for sport (1.15), 
- paper handkerchiefs (1.23), 
- watches, jewellery, cufflinks, tie-pins (1.24), 
- glasses, walking sticks and canes (8.4) 
- umbrellas and parasols, fans, key rings (1.24). 
1.9 House maintenance and improvement goods  
 
   Following items are included: 
- DIY materials, 
- paint and wall coverings, 
- fences and sheds, 
- power tools (e.g. drill, chainsaw), 
EN 16  EN - non-electrical tools, 
- gardening equipment / tools (non-electrical), 
- lawn mowers. 
 
Excludes:  
- household appliances (1.12 or 1.13). 
1.10 Furnishings 
 Furniture and furnishings, carpets and other floor coverings, household textiles,  
glassware, tableware and household utensils.  
Includes: 
- beds, sofas, couches, tables, chairs, cupboa rds, chests of draw ers and bookshelves, 
- lighting equipment such as ceiling lights, standard lamps, globe lights and bedside 
lamps, 
- pictures, sculptures, engravings, tapestries and other art objects including reproductions 
of works of art and other ornaments, 
- screens, folding partitions and other furniture and fixtures, 
- repair of furniture, furnishings and floor coverings, 
- base-mattresses, mattresses, tatamis, 
- bathroom cabinets, 
- blinds, 
- camping and garden furniture, 
- mirrors, candle-holders and candlesticks, 
- furnishing fabrics, curtain ma terial, curtains, double curtai ns, awnings, door curtains 
and fabric blinds, 
- bedding such as futons, pillows, bolsters and hammocks, 
- bedlinen such as sheets, pillowcases, blankets, travelling rugs, plaids, eiderdowns, 
counterpanes and mosquito nets, 
- table linen and bathroom linen such as ta blecloths, table napkins, towels and face-
cloths, 
- other household textiles such as shopping bags, laundry bags, shoe bags, covers for 
clothes and furniture, flags, sunshades, etc., 
- loose carpets, fitted carpets, linoleum and other such floor coverings, 
- glassware, crystal-ware, ceramic ware and chinaware of the kind used for table, 
kitchen, bathroom, toilet, office and indoor decoration, 
- cutlery, flatware and silverware, 
- ornamental glass and ceramic articles, 
- non-electric kitchen utensils of all material s such as saucepans, stewpots, pressure 
cookers, frying pans, coffee mills, purée-make rs, mincers, hotplates, household scales 
and other such mechanical devices, 
- non-electric household articles of all material s such as containers for bread, coffee, 
spices, etc., waste bins, waste-paper baskets, laundry baskets, portable money-boxes 
and strong-boxes, towel rails, bottle racks, irons and ironing boards, letter boxes, 
feeding bottles, thermos flasks and ice boxes. 
 
Excludes:  
- household appliances (1.12) or (1.13), 
- baby furniture such as cradles, high-chairs and carry cots and push-chairs (1.25), 
- clocks (1.24); wall thermometers and barometers (1.24). 
1.11 Electronic goods (non-ICT/recreational) 
 Equipment for the reception, recording and reproduction of sound and pictures (audio and 
video systems); photographic and cinematographic equipment and optical instruments; 
recording media; repair of audio-visual and photographic equipment. 
 
Includes: 
EN 17  EN - DVD players-recorders, 
- VCRs, 
- TVs, 
- CD, HI-FI, media players non-portable, 
- CD, HI-FI, media players portable, mp3 players, 
- Radios, radio sets, car radios, radio clocks, two-way radios, amateur radio receivers and 
transmitters, 
- cameras, 
- video cameras, 
- photographic equipment, 
- CDs (blank), DVDs (blank), 
- audio and video tapes (blank), 
- binoculars, microscopes, telescopes and compasses, 
- calculators, including pocket calculators, 
- typewriters and word processors, 
- unexposed films, cartridges and discs for photographic and cinematographic use. 
 
Excludes: video-game software (1.15); video-game computers that plug into a television set 
(1.15), pre-recorded tapes, cassettes, video cassettes, diskettes and CD-ROMs for tape 
recorders, cassette recorders, video r ecorders and personal computers (1.15) 
1.12 Large domestic household appliances (incl uding vacuum cleaners and microwaves) 
 Major, durable household applia nces whether electric or not: 
- cookers, spit roasters, hobs, ranges, ovens and micro-wave ovens, 
- refrigerators, freezers and fridge-freezers, 
- washing-machines, dryers, drying cabinets, dishwashers, ironing and pressing 
machines, 
- air conditioners, humidifiers, space heaters, wa ter heaters, portable heating appliances, 
ventilators and extractor hoods, 
- vacuum cleaners, steam-cleaning machines, carpet shampooing mach ines and machines 
for scrubbing, waxing and polishing floors, 
- other major household appliances such as safes, sewing machines, knitting machines, 
water softeners, etc. 
 
Includes: delivery and installation of the appliances when applicable. 
1.13 Small domestic household appliances (incl uding coffee machines and food-processing 
appliances) 
 Small, semi-durable electric h ousehold appliances. Includes: 
- food-processing appliances, food mixers, deep fryers, 
- coffee machines, coffee mills, coffee-makers, 
- irons, 
- toasters and grills, hotplates, 
- juice extractors,  
- ice cream makers, sorbet makers, yoghurt makers,  
- fans, electric blankets, etc. 
 
Excludes: small non-electric household articles and kitchen utensils (1.10). 
1.14 Information and communication  technology (ICT) goods  
 ICT goods are those that are either intended to  fulfil the function of information processing 
and communication by electronic means, including transmission and display, or which use 
electronic processing to detect, measure and/or record physical phenomena, or to control a 
physical process.  
Includes: 
- personal computers, self -build computers and accessories accompanying them, 
EN 18  EN - printers and scanners, 
- games consoles, 
- portable games players, 
- computer software, computer software upgrades, 
- laptops, notebooks and tablet PCs, 
- PDA’s and smartphones, 
- mobile and fixed phone devices, telefax machines, telephone answering-machines, 
- modems and decoders.  
 
Excludes video-game software (1.15); eq uipment for the reception, recording and 
reproduction of sound and pictures (1.11) 
1.15 Leisure goods (sport equipment,  musical instruments, etc) 
 Games, toys and hobbies for sport camping and open-air recreation and repair of such articles. 
Also includes durables for sport and recr eation and pre-recorded media (CD, DVD).  
- pre-recorded tapes, cassettes, video cassettes, diskettes and CD-ROMs for tape 
recorders, cassette recorders, video recorders and personal computers, 
- card games, parlour games, chess sets and the like, 
- toys of all kinds including dolls, soft toys, toy cars and trains, toy bicycles and 
tricycles, toy construction sets, puzzles, plas ticine, electronic games, masks, disguises, 
jokes, novelties, fireworks and rockets, festoons and Christmas tree decorations, 
- stamp-collecting requisites (used or cancel led postage stamps, stamp albums, etc.), 
other items for collections (coins, medals, minerals, zoological and botanical 
specimens, etc.) and other tools and articles necessary for hobbies, 
- gymnastic, physical education and sport equipment such as balls, shuttlecocks, nets, 
rackets, bats, skis, golf clubs, foils, sabres , poles, weights, discuses, javelins, dumb-
bells, chest expanders and other body-building equipment, 
- parachutes and other sky-diving equipment, 
- firearms and ammunition for hunting, sport and personal protection, 
- fishing rods and other equipment for fishing, 
- equipment for beach and open-a ir games such as bowls, croquet, frisbee, volleyball and 
inflatable boats, rafts and swimming pools, 
- camping equipment such as tents and accessories, sleeping bags, back-packs, air 
mattresses and inflating pumps, camping stoves and barbecues, 
- gliders, hang-gliders and hot-air balloons, 
- major items for games and sport such as canoes, kayaks, wind-surfing boards, sea-
diving equipment and golf carts, 
- musical instruments of all sizes, including electronic musical instruments, such as 
pianos, organs, violins, guitars, drums, trumpets, clarinets, flutes, recorders, 
harmonicas, etc., 
- billiard tables, ping-pong tables, pin- ball machines, gaming machines, etc., 
- video-game software; video-game computers that plug into a television set; video-game 
cassettes and video-game CD-ROMs, 
- game-specific footwear (ski boots, football boots, golfing shoes and other such 
footwear fitted with ice skates, rollers, spik es, studs, etc.); protective headgear for 
sports; other protective gear for sports su ch as life jackets, boxing gloves, body 
padding, shin-guards, goggles, belts, supports, etc., 
- travel goods: suitcases, trunks, travel bags. 
 
Excludes:  
- horse or pony-drawn vehicles and related equipment purchased for personal transport 
(1.18), 
- horses and ponies (1.22), 
- children's scrapbooks (1.21), 
- crash helmets for motor cycles and bicycl es (1.20); camping and garden furniture 
(1.10). 
1.16 New cars 
EN 19  EN  This category includes new vehicles designed and constructed for the carriage of passengers 
and comprising no more than eight seats in addition to the driver's sets.  This includes new 
motor cars, station wago ns and estate cars. 
 
Excluding: 
- spare parts, accessories or lubricants (1 .20); maintenance, repair or fitting (2.9) 
1.17 Second-hand cars 
 This category includes second-h and, wheeled motor vehicles used for transporting passengers 
and includes second-hand moto r cars, passenger vans, station wagons and estate cars. 
 
Excluding: 
- spare parts, accessories or lubricants (1 .20); maintenance, repair or fitting (2.9) 
1.18 Other personal transport 
 Following items are included: 
- new and second-hand motor cycles, bicycl es, mopeds, scooters and animal-drawn 
vehicles, 
- boats, outboard motors, sails, rigging and superstructures, 
- horse or pony-drawn vehicles and related equipment (harnesses, bridles, reins, saddles, 
etc.), 
- camper vans, caravans and trailers, 
- fitting out of boats, camper vans, caravans, etc., 
- snow mobiles, 
- trailers. 
 
Excludes: hire of a car with or  without driver (5.7) hire of  garages or parking spaces not 
providing parking in connection with a dwelling (5.6); toll facilities (bridges, tunnels, shuttle-
ferries, motorways) and parking mete rs (5.6); driving lessons (9.3). 
1.19 Fuels and lubricants 
 Following items are included: 
- petrol and other fuels such as diesel, liquid petroleum gas (LPG), alcohol and two-
stroke mixtures, 
- oil, lubricants, brake and transmission fluids, coolants and additives. 
1.20 Spares and accessories for vehicles an d other means of personal transport 
 Following items are included: 
- tyres (new, used or retreaded), innertubes, spark plugs, batteries, shock absorbers, 
filters, pumps and other spare parts or accesso ries for personal transport equipment, 
- products specifically for the cleaning and ma intenance of transport equipment such as 
paints, chrome cleaners, sealing compounds and bodywork polishes, 
- covers for motor cars, motor cycles, etc. 
- crash helmets for motor cycles and bicycles 
 
Excludes: non-specific products  for cleaning and maintenance such as distilled water, 
household sponges, chamois leathers, detergents , etc. (1.26); the fitting of spare parts and 
accessories, washing and polishing of bodywork (2 .9); radio-telephones  (1.14); car radios 
(1.11); baby-seats for cars (1.25).  
1.21 Books, magazines, newspapers, stationery (excluding postal delivery) 
 Following items are included: 
- books, including atlases, dictionaries, en cyclopaedias, text books, guidebooks and 
musical scores, 
- newspapers, magazines and other periodicals, 
- catalogues and advertising material,  
EN 20  EN - posters, plain or picture postcards, calendars,  
- greeting cards and visiting cards, announcement and message cards,  
- maps and globes,  
- writing pads, envelopes, account bo oks, notebooks, diaries, etc.,  
- pens, pencils, fountain pens, ball-point pens, felt-tip pens, inks, erasers, pencil 
sharpeners, etc.,  
- stencils, carbon paper, typewriter ribbons, inking pads, correcting fluids, etc.,  
- paper punches, paper cutters, paper scissors, office glues and adhesives, staplers and 
staples, paper clips, drawing pins, etc.,  
- drawing and painting materials such as canvas, paper, card, paints, crayons, pastels and 
brushes, 
- educational materials such as exercise books, slide rules, geometry instruments, slates, 
chalks and pencil boxes.  
 Excludes: postal delivery, pre-franked postcards and aerogrammes (4.1); stamp albums (1.15).  
1.22 Pets and pet goods 
 Includes: 
- pets, pet foods, veterinary and grooming products for pets, collars, leashes, kennels, 
birdcages, fish tanks, cat litter, etc.,  
- horses and ponies.  
1.23 Electrical appliances for personal care 
 Following items are included: 
- electric razors and hair trimmers, hand-hel d and hood hair dryers, curling tongs and 
styling combs, sun-lamps, epilators, vibrat ors, electric toothbrushes and other electric 
appliances for dental hygiene, etc., 
- non-electric appliances: razors and hair trimmers and blades, scissors, nail files, combs, 
shaving brushes, hairbrushes, toothbrushes, nail brushes, hairpins, curlers, personal 
weighing machines,  etc., 
- other products: toilet paper, paper handkerchiefs, paper towels, sanitary towels, cotton 
wool, cotton tops, toilet sponges, etc. 
 
Excludes: baby furniture (1.25); shopping bags (1.8); feeding bottles (1.25); travel goods: 
suitcases, trunks, travel bags (1.15).  
1.24 Cosmetics and toiletries for personal care 
 - articles for personal hygiene: toilet soap , medicinal soap, cleansing oil and milk, 
shaving soap, shaving cream and foam, toothpaste, etc., 
- beauty products: lipstick, nail varnish, make-up and make-up removal products 
(including powder compacts, brushes and powder puffs), hair lacquers and lotions, pre-
shave and after-shave products, sun-bathing products, hair removers, perfumes and 
toilet waters, personal deodorants, bath products, wigs, etc., 
- preservatives and other means of control of conception 
1.25 Jewellery, silverware, clocks, watches and accessories 
 Following items are included: 
- precious stones and metals and jewellery fashioned out of such stones and metals,  
- silverware, goldware, 
- costume jewellery, cuff-links and tie-pins,  
- clocks, watches, stop-watches, alarm clocks, travel clocks,  
- sun glasses  
- umbrellas and parasols, fans, key rings  
- wall thermometers and barometers  
 
Excludes: radio clocks (1.11) an d carriers of personal effects, attaché cases, satchels, hand-
bags, wallets, purses, etc. (1.8) . 
EN 21  EN 1.26 Baby and child care articles 
 Includes: 
- buggies, prams and pushchairs, 
- baby care products, 
- carry cots, 
- high chairs, 
- child car beds and seats, 
- back-carriers and front-carriers.  
 
Excludes baby clothes (1.8). 
 
1.27 Cleaning and maintenance products, articles  for cleaning and non-durable household 
articles 
 Following items are included: 
- cleaning and maintenance products such as soaps, washing powders, washing liquids, 
scouring powders, detergen ts, disinfectant bleaches, soft eners, conditioners, window-
cleaning products, waxes, polishes, dyes, unblocking agents, disinfectants, insecticides, fungicides and distilled water, 
- articles for cleaning such as brooms, scrubbing brushes, dust pans and dust brushes, 
dusters, tea towels, floor cloths, household sponges, scourers, steel wool and chamois 
leathers, 
- paper products such as filters, tablecloths and table napkins, kitchen paper, vacuum 
cleaner bags and cardboard tableware, including aluminium foil and plastic bin liners, 
- other non-durable household articles such as matches, candles, lamp wicks, methylated 
spirits, clothes pegs, clothes hangers, pins, safety pins, sewing needles, knitting needles, 
thimbles, nails, screws, nuts and bolts, tacks, washers, glues and adhesive tapes for household use, string, twine and rubber gloves, 
- polishes, creams and other shoe-cleaning articles. 
 
Excludes: paper handkerchiefs, toilet paper, toilet soaps, toilet sponges and other products for 
personal hygiene (1.23). 
EN 22  EN 1.1.2 General Consumer Services 
 
Code Description / Term an d Explanatory Note 
2 General consumer services 
2.1 Real estate services 
 Includes: 
- services of estate managers, property managers and letting agents,  
- house valuation, conveyancing and related services. 
2.2 Dwelling services 
 Includes: 
- sales transaction of a new or existing house,  
- sales of land, 
- construction of new houses. 
2.3 House maintenance and improvement services 
 Maintenance, improvement and repair of dwellings, includes: 
- roofing,  
- decorator services, floor coverings, carpenters, painters, wall coating, 
- plumbers,  
- central heating electrical services and installations,  
- bricklayers,  
- glaziers,  
- iron-mongers, 
- gardeners, tree-surgeons, tarmacking and paving,  
- fitted kitchens, fitted bathrooms, 
- insulation,  
- burglar alarms,  
- damp-proofing, 
- solar heating, 
- guttering, 
- chimney sweeps, 
- replacing doors and windows, 
- swimming pool services. 
2.4 House removal and storage 
 Includes services related to: 
- the move of the home contents from one location to another location, 
- temporary storage of the home contents, 
- freight and shipping. 
2.5 House cleaning services 
 Includes services related to: 
- household cleaning,  
- window cleaning, 
- disinfecting, fumigation and pest extermination. 
 
Excludes: cleaning products (1.26). 
2.6 Personal care services 
 Includes services related to: 
- hairdressing salons, barbers, beauty shops, manicures, pedicures,  
- hair therapy, cosmetic therapy, 
- sun studios, 
- diet clubs/centres, 
EN 23  EN - Turkish baths, spas, saunas, sola ria, non-medical massages, etc., 
- bodycare, depilation and the like, 
- tattoo and piercing services.  
 
Excludes: fitness centres (6.6).   
 
2.7 Cleaning, repair and hiring of  clothing and footwear  
 Following items are included: 
- dry-cleaning, laundering, ironing and dyeing of garments, 
- darning, mending, repair and altering of garments, 
- cloth tailoring,  
- hire of garments, 
- repair of footwear, sh oe cleaning services,  
- hire of clothing, 
- hire of footwear, 
- repair or hire of game-specific footwear (ski boots, football boots, golfing shoes and 
other such footwear fitted with ice skates, rollers, spikes, studs, etc.). 
2.8 Support and intermediary services 
 This category includes: 
- computer assistance,  
- wedding planner,  
- dating agencies,  
- model/talent agencies,  
- head hunters,  
- coaching services,  
- event agencies, 
- employment agencies,  
- process servers / bailiff,  
- genealogists and other services, 
- counselling, guidance, arbitration, fostering and adoption services for families. 
2.9 Maintenance and repair of ve hicles and other transport 
 Services for the maintenance and repair of  personal transport equipment such as: 
- fitting of parts and accessories,  
- wheel balancing, technical inspection,  breakdown services, oil changes,  
- greasing and car wash services, 
- road assistance. 
 
Excludes: spare parts, accessories (1.2 0) and fuel or lubricants (1.19).  
2.10 Legal services & accountancy 
 This category includes: 
- notary services, 
- lawyers, 
- legal advice, 
- accountants, 
- tax advisors, 
- auditors. 
2.11 Funeral services 
 All services related to the ceremony marking a person's death. Incl udes transport of the 
deceased to burial site or memorial service. 
2.12 Child care  
 Subsidised and private day care centres and other child-minding facilities; includes assistance, 
EN 24  EN support services provided to children and baby-sitting. 
2.13 Pet services 
 Veterinary services, kennels and animal boarding and other services for pets such as 
grooming, boarding, tattooing and training.  
 
EN 25  EN 1.1.3 Financial Services 
 
Code Description / Term an d Explanatory Note 
3 Financial services 
3.1 Banking – Current account 
 Refers to services related to a bank account from which money may be drawn quickly 
providing easy access.  
 
Includes:  
- overdraft facility on the current account, 
- internet banking, phone banking and mobile banking in the context of the current 
account, 
- debit cards. 
3.2 Banking – Credit 
 Refers to services related to borrowing money; an amount for which there is a specific 
obligation of repayment.  
 
Includes:  
- loans, 
- credits, secured by the mortgage 
- credit cards,  
- consumer credit provided by retailers and store cards, 
- mortgages,  
- revolving credit. 
 
Excludes: overdraft facility on the current account (3.1). 
3.3 Banking - Savings  
 Services related to a savings account. This is an account paying interest and which can not be 
used directly.   
 
Excludes: investments, pensions and securities-related saving programmes (3.5). 
3.4 Banking – Other 
 Other financial services such as consumer-to-consumer money transfer and currency 
exchange. 
3.5 Investments, pensions and securities 
 Services related to investments in bonds, se curities, funds and other financial instruments 
provided by banks, brokers and other financial services companies. 
 
Includes:  
- personal pension funds,  
- packaged investments, 
- portfolio and fund management, 
- stockbroking and derivatives,  
- internet banking, phone banking and mobile banking related to investments, pensions 
and securities. 
 
Excludes: pension insu rance products (3.8). 
EN 26  EN  
3.6 Insurance – Dwelling 
 Service for non-life insurance (insurance in co nnection with a dwelling). Service charges for 
multi-risk insurance covering several risks should be classified on the ba sis of the cost of the 
principal risk if it is not possible to allocate th e service charges to the various risks covered. 
 
Includes: service charges paid by owner-occupiers and by tenants for the kinds of insurance 
typically taken out by tenants against fire, theft, water damage, etc.  
Excludes: service charges paid by owner-occupiers for the kinds of insurance typically taken 
out by landlords.   
3.7 Insurance – Transport 
 Includes insurance on a contractual basis of pers onal transport equipment such as a car, boat 
or aircraft. 
 
Excludes: travel insurance and luggage insurance (3.8).   
3.8 Insurance – Life, health and other 
 This category includes insurance on a cont ractual basis of the following items:  
- life assurance (which covers assurance on su rvival to a stipulated age only, assurance 
on death only, assurance on survival to a stipulated age or an earlier death, life 
assurance with return of premiums, ma rriage assurance and birth assurance), 
- supplementary insurance (insurance against personal injury and disability resulting 
from an accident or sickness), 
- permanent health insurance, 
- holiday travel insurance, 
- travel insurance and luggage insurance, 
- any other insurance which is not listed above or in Transport (3.7) and Dwelling (3.6). 
EN 27  EN 1.1.4 Postal Services and Electronic Communications 
 
Code Description / Term an d Explanatory Note 
4 Postal services and el ectronic communications 
 Includes voice, video and data communication and broadcasting services; this sector excludes 
consumer goods such as televisions and mobile phones.  
4.1 Postal services & couriers 
 Delivery of letters, postcards and parcels; includes services provided by both postal companies 
and private companies. 
 
Includes:  
- correspondence, 
- parcels, 
- express mail, 
- periodical publications, 
- addressed advertising, 
- issuance and sale of postage stamps, 
- telex services, 
- couriers. 
 
Excludes: financial services of post offices (3).   
4.2 Fixed telephone services 
 Includes: 
- voice telephone provision, 
- installation of personal telephone equipment,  
- telephone calls from a private line or from a public line (public telephone box, post 
office cabin, etc.); telephone calls from  hotels, cafés, restaurants and the like,  
- radiotelephony, radiotelegraph y and radiotelex services.  
 
Excludes: telefax and telephone answering fac ilities provided by personal computers (1.14) 
and fixed access to the internet (4.4).  
4.3 Mobile telephone services 
 This category includes mobile and satellite telephony.  
 
Includes the following services:  
- voice telephone provision, 
- subscriptions,  
- voicemail service,  
- roaming services,  
- mobile data transmission services,  
- text messages.  
- Multimedia message service  
 
Excludes: ring tones (4 .7), prepaid cards (4.7) and mobile access to the internet (4.4) 
4.4 Internet services 
 Includes: 
- fixed internet provision, 
- mobile internet provision, 
- nomadic internet provision, 
- chat rooms, 
EN 28  EN - news services, 
- domain name services, 
- pay per view services, 
- e-mail account services. 
 
Excludes: modems and decoders hardware (1.14) 
 
4.5 Television services 
 This category includes digital and terrestrial te levision subscriptions and the related services 
via cable, satellite or any other medium. Complaints can be related to: 
- modem installation,  
- high definition television, 
- video-on-demand, 
- child lock, 
- television content,  
- advertising / commercials.  
 
Excludes: modems and decoders hardware (1.14).  
4.6 Bundled services 
 A bundle is a combination of two or more communication services that are provided together. 
For example: fixed and mobile telephone services together with broadband subscription and 
television. 
4.7 Others services 
 Includes: 
- prepaid telephone cards,  
- VOIP,  
- public payphone service,  
- premium rate services,  
- phone downloads (e.g. ringtones, games),  
- internet telephone services. 
EN 29  EN 1.1.5 Transport Services 
 
Code Description / Term an d Explanatory Note 
5 Transport services 
 Includes public and private transport and related services.  
5.1 Tram, bus, metro and underground 
 Transport of individuals and groups of persons and luggage by tram, bus metro and 
underground. 
5.2 Railways 
 Transport of individuals and groups of persons and luggage by train. 
 
Includes: transport of private vehicles. 
5.3 Airlines 
 Transport of individuals and groups of persons and luggage by aeroplane and helicopter.   
5.4 Taxi 
 Transport of individuals and groups of persons and luggage by taxi and hired car with driver.   
5.5 Sea, river, other water transport 
 Transport of individuals and groups of persons and luggage by ship, boat, ferry, hovercraft 
and hydrofoil. 
 Includes: cruises and transport of private vehicles over water.  
5.6 Transport infrastructure services 
 This category includes: 
- parking services,  
- train/bus stations,  
- ports,  
- airports, 
- skilifts.  
5.7 Rental services 
 Includes: 
- car rental,  
- motorcycle rental,  
- van rental,  
- caravan rental,  
- boat rental,  
- car share,  
- other transport-related rental services.  
EN 30  EN 1.1.6 Leisure Services 
 
Code Description / Term an d Explanatory Note 
6 Leisure services 
 Includes goods and services rela ted to recreation and culture.  
6.1 Hotels and other holiday accommodation 
 Accommodation services of: 
- hotels, boarding houses, motels, inns and establishments offering "bed and breakfast",  
- holiday villages and holiday centres, camping and caravan sites, youth hostels and 
mountain chalets,  
- hostels,  
- catering services in such establishments.  
 
Includes: porters. 
 
Excludes: telephone ca lls from hotel (4.2).  
6.2 Package travel 
 All-inclusive holidays or tours which provide for travel, food, accommodation, guides, etc. 
Includes: half-day and one-day excursion tours; pilgrimages.   
6.3 Other travel agency services 
 Other travel agency services. 
6.4 Timeshare and similar  
 Following items are included: 
- timeshare services (Traders offering the righ t to spend a period of time,  e.g. one or 
more weeks, in a holiday property for a specifi ed or specifiable peri od of the year for 
three years or longer,  
- resale, 
- exchange, 
- long term holiday contracts, 
- (discount) holiday club services, 
6.5 Restaurants and bars 
 Catering services (meals, snacks, drinks and refreshments) provided by restaurants, cafés, 
brasseries, caterers, buffets, bars, pubs, tea-rooms, canteens, nightclubs/discotheques, takeaways, mobile food vendors etc., including those provided: 
- in places providing recreationa l, cultural, sporting or ente rtainment services: theatres, 
cinemas, sports stadia, swimming pools, sp orts complexes, museums, art galleries, 
night clubs, dancing establishments, etc., 
- on public transport (coaches, trains, boats,  aeroplanes, etc.) when provided by an 
independent Trader, 
- in private places such as work canteens,  office canteens and canteens in schools, 
universities and other educational establishments. 
Also included are: 
- the sale of cooked dishes by restaurants for consumption off their premises, 
- the sale of cooked dishes by catering cont ractors whether collected by the customer or 
delivered to the customer’s home. 
Includes: tips. 
 
Excludes: tobacco (1.7); telephone calls from restaurants and bars (4.2).  
EN 31  EN  
6.6 Sport and leisure services 
 This category includes: 
- services provided by: 
- sports stadia, horse-racing courses, motor-racing circuits, velodromes, etc., 
- skating rinks, swimming pools, golf c ourses, gyms, fitness centres, tennis 
courts, squash courts and bowling alleys, 
- roundabouts, see-saws and other playground facilities for children, 
- pin-ball machines and other games for adults other than games of chance, 
- ski slopes. 
- hire of equipment and accessories for sport and recreation, such as aeroplanes, boats, 
horses, skiing and camping equipment, 
- out-of-school individual or group lessons in bridge, chess, aerobics, dancing, music, 
skating, skiing, swimming or other pastimes, 
- services of mountain guides, tour guides, etc., 
- navigational aid services for boating. 
 
Includes: hire of game-specific footwear (ski boots, football boots, golfing shoes and other 
such footwear fitted with ice skates, rollers, spikes, studs, etc.). 
6.7 Cultural and entertainment services 
 Services provided by: 
- cinemas, theatres, opera houses, concert halls, music halls, circuses, sound and light 
shows,  
- museums, libraries, art galleries, exhibitions,  
- historic monuments, national parks, zoological and botanical gardens, aquaria, hire of 
equipment and accessories for culture, such as television sets, video cassettes, etc.,  
- fairgrounds and amusement parks, 
- sport events, 
- ticket-selling services,  
- services of musicians, clowns, perf ormers for private entertainments.   
6.8 Gambling, lotteries 
 Gambling is the wagering of money or something of material value on an event with an 
uncertain outcome with the primary intent of winning additional money and/or material goods.  
Includes:  
- betting services,  
- lotteries,  
- casinos,  
- internet/mobile gambling. 
EN 32  EN 1.1.7 Energy and Water 
 
Code Description / Term an d Explanatory Note 
7 Energy and Water 
 Includes services related to water, electricity, gas or other fuels. Excludes fuel services related 
to the transport sector (1.19).  
7.1 Water 
 Includes:  
- water supply,  
- associated items such as hire of meters, reading of meters, standing charges, etc., 
- refuse collection and disposal, 
- sewerage collection and disposal. 
 
Excludes: drinking water sold in bottles or containers (1.5); hot water or steam purchased 
from district heating plants (7.4). 
7.2 Electricity 
 Includes: 
- energy supply, 
- associated items such as hire of meters, r eading of meters, standing charges, etc.   
7.3 Gas 
 Includes: 
- town gas and natural gas, 
- liquefied hydrocarbons (butane, propane, etc.), 
- associated items such as hire of meters, r eading of meters, storage containers, standing 
charges, etc.   
7.4 Other energy 
 Includes: 
- domestic heating and lighting oils, 
- solid fuels, 
- coal, coke, briquettes, firewood , charcoal, peat and the like, 
- hot water and steam purchased from district heating plants,  
- solar panels,  
- geothermal heating.  
 
Includes: hire of meters, reading of meters, standing charges, ice used for cooling and 
refrigeration purposes.   
EN 33  EN 1.1.8 Health 
 
Code Description / Term an d Explanatory Note 
8 Health 
 Includes goods and services related to healthcare.  
8.1 Pharmaceutical products  
 This group u-includes medicines that are used by  humans for health pur poses such as the cure, 
mitigation, treatment, or  prevention of a disease.  
Excludes: naturopathic drugs (8.5); veterinary products (1.22); articles for personal hygiene 
such as medicinal soaps (1.24).  
8.2 Medical devices and other physical aids used by patients 
 These devices and physical aids are intended to  compensate or alleviate an injury or a 
handicap.  This group includes: 
- visual aids, corrective eye glasses and contact lenses,  
- prostheses, 
- walking sticks and canes,  
- hearing aids,  
- mobility aids,  
- motorised scooters, motorised wheelchairs an d other mobility vehicles used for medical 
purposes,  
- stair lifts,  
- adjustable/orthopaedic beds,  
- bath aids, 
- other medical devices used by patients. 
 
Excludes: Binoculars 
 
8.3 Medical services 
 This group covers the services of general and specialist practitioners, the services of medical 
centres, maternity centres, nursing homes and co nvalescence homes which chiefly provide in-
patient health care, the services of institutions caring of old people in which medical 
monitoring is an essential component and the services of rehabilitati on centres providing in-
patient health care and rehabilitative therapy where the objective is to treat the patient rather 
than to provide long-term support. 
 
Includes: 
- hospitals, private clinics and rehabilitation centers, 
- consultations with physicians in general or specialist practice, 
- services of medical analysis la boratories and X-ray centres, 
- services of freelance nurses and midwives, 
- services of freelance acupunct urists, chiropractors, optometrists, physiotherapists, 
speech therapists, etc., 
- medically-prescribed corrective-gymnastic therapy, 
- out-patient thermal bath or seawater treatments, 
- ambulance services, 
- hire of therapeutic equipment, 
- services of orthodontic specialists, 
- dentists, 
- opticians, 
- cosmetic surgery. 
 
Excludes: the services of retirement homes for elderly persons, institutions for disabled 
EN 34  EN persons and rehabilitation centres providin g primarily long-term support (8.6). 
8.4 Health food and naturopathic drugs 
 Includes health food and alterna tive (over-the-counter) medicine. 
8.5 Retirement homes and home care 
 Such services include residential care, hom e help, day care and rehabilitation. More 
specifically, this class covers payments by households for: 
- retirement homes for elderly persons, reside nces for disabled persons, rehabilitation 
centres providing long-term support for patients rather than health care and 
rehabilitative therapy, schools for disabled persons where the main aim is to help students overcome their disability, 
- help to enable elderly and disabled person s to live at home (home-cleaning services, 
meal programmes, day-care centres, day-ca re services and holiday-care services). 
EN 35  EN 1.1.9 Education 
 
Code Description / Term an d Explanatory Note 
9 Education 
 This category covers educational services only. It  does not include educational materials, such 
as books and stationery, or education support serv ices, such as health care services, transport 
services, catering services and accommodation services. 
It includes education by radio or television broadcasting.  
Excludes: out-of-school individual or group lessons in bridge, chess, aerobics, dancing, music, 
skating, skiing, swimming or other pastimes (6.6).  
9.1 Schools 
 Levels 0 and 1 of ISCED-97: pre-primary and primary education. 
Levels 2 and 3 of ISCED-97: lower-secondary and upper-secondary education. Level 4 of ISCED-97: post-secondary non-tertiary education. 
Levels 5 and 6 of ISCED-97: first stage and second stage of tertiary education. 
 Educational programmes, generally for adults, which do not require any special prior 
instruction, in particular vocational training and cultural development. 
 Includes: 
- literacy programmes for students too old for primary school; out-of-school secondary 
education for adults and young people; out-of-school post-secondary non-tertiary 
education for adults and young people. 
 Excludes: recreational training courses such as sport or bridge lessons given by independent 
teachers (6.6). 
9.2 Language courses 
 A service for teaching foreign languages, fr om day courses to multi-year courses. 
9.3 Driving instruction courses 
 Courses for the purpose of teaching people to drive motor vehicles. 
9.4 Other private courses 
 Other private courses 
EN 36  EN 1.1.10 Other 
 
Code Description / Term an d Explanatory Note 
10 Other 
10.1 Other 
 Other 
10.2 Erotic services 
 Includes erotic massage parlours  and online erotic services. 
 
EN 37  EN Section C, TYPE OF COMPLAINT INFORMATION  
 
It is recommended  that "Type of Complaint" data be collected at least  at level 1, e.g. 
"Quality of product or service", "Product delivery/service provision", for complaint 
registration 
 It is voluntary
 that "Type of Complaint" data be collected at level 1, e.g. "Quality of 
product or service", "Product delivery/service provision", for enquiry registration 
 
Code Description / Term an d Explanatory Note 
1 Quality of product  
1.1 Defective, caused damage 
 The good is faulty, not working, caused da mage or the service was not fully fulfilled. 
1.2 Not in conformity with order 
 The delivered product is not similar in form or character as the product described in the order 
(including not satisfactory quality). 
1.3 Not fit for particular purpose 
 The delivered product is not fit for the particular purpose for which the cons umer required them and 
which he made known to the trader at the time of conclusion of the contract. 
1.4 Other 
 
2 Delivery of goods/ Provision of services 
2.1 Not delivered / not provided 
 The good was not delivered at all to the consumer. 
Includes loss, incorrect delivery address and cancellation. 
2.2 Partially delivered / partially provided 
 The delivery was not complete because items were missing or the service was only partly provided. 
2.3 Delay 
 Good was not delivered in due time (expected or agreed time). 
2.4  Not available / No access 
 The consumer has no access to the pr oducts provided by a Trader. For example, internet and telephone 
EN 38  EN connection or gas/electricity.  
2.5 Suspension of service without prior notice 
 The service unexpectedly stopped. 
2.6 Opening hours 
 Refers to cases where opening hours limit the cons umer's opportunities for contacting the Trader.  
Includes: no access to call centre du e to opening hours or queue length. 
2.7  Customer service 
 The consumer was not satisfied with the customer service provided by the Trader  
2.8 Other 
 
3 Price / Tariff 
3.1 Price / tariff change 
 Changes in price or tariff. 
3.2 Price discrimination 
 A pricing strategy that charges customers different prices for the same product. 
3.3 Tariff transparency  (unclear, complex) 
 The insight into how a tariff has been composed – what components or services are included and what 
are not. This category includes supplementary charges like fees for administration, delivery, heating or 
electricity. 
3.4 Other 
 
4 Invoicing / billing and debt collection 
4.1 Incorrect invoice / bill 
 Wrong invoice for example when da ta on the invoice ar e not correct such as account number, name, 
products or amounts charged. 
4.2 Unclear invoice / bill 
 Invoice not understandable; lack of  transparency as to what produc ts are charged or where the total 
amount comes from. 
4.3 Non-issue of invoice or difficult access to invoice/monthly statement 
 Invoice has not been sent to the consumer or the co nsumer is not able to access the invoice or monthly 
statement for example by internet.  
4.4 Unjustified invoicing / billing  
 Invoicing for goods or services not purchased.  
4.5 Debt collection 
 Refers to issues related to the collection by the seller of outstanding invoiced amounts. 
EN 39  EN 4.6 Other 
 
5 Warranty / statutory guarantee and commercial guarantees  
5.1  Warranty / statutory guarantee not honoured 
 The trader does not fulfil his obligations with re spect to the warranty / statutory guarantee (i.e. 
consumer rights provided by law).  
5.2 Commercial guarantee not honoured 
 Trader does not fulfil his obligations with  respect to its own commercial guarantees.  
 
6 After sales and redress  
6.1  Difficult access to redress 
 The consumer has difficulties in getting information on where to complain and claim redress (e.g. no 
phone number, no email or all telephone lines busy). 
6.2 No redress  
Outside the scope of the usual legal warranties and commercial guarantees, the consumer is not given 
redress. 
 The consumer is not given redress for e.g. losses, damages or injuries.  
6.3 Partly or incorrect redress 
 The consumer is not given the full redres s for e.g. losses, damages or injuries.  
6.4 Delayed redress 
 The redress is not given or provided in due time (expected or agreed time). 
6.5 After sales service/assistance 
 Customer support after the purchase of a product was not satisfactory to the consumer in terms of 
communication and or process.  
6.6 Other 
 
 
7 Contracts and sales 
7.1 Unfair contractual terms / change of contractual terms 
 A contractual term which has not been individually negotiated shall be regarded as unfair if, contrary to 
the requirement of good faith, it causes a significant imbalance in the parties' rights and obligations 
arising under the contract, to th e detriment of the consumer.  
 
A change of contractual term shall be regarded when unilateral the Trader  changes the contractual 
terms causing a significant change in the rights and obligations in the contract, to the detriment of the 
consumer.  
7.2 Lack of information 
 The consumer does not receive enough  information from the trader or there is no adequate information 
in the contract. (e.g. info rmation about the trader, the main characteristics of the item, the sale, delivery 
costs). 
7.3 Order confirmation (not received/wrong) 
 The consumer does not get a confirmation of an order or receives an incorrect order confirmation.  
7.4 Cooling-off period / Right of withdrawal 
EN 40  EN  The trader does not fulfil a consumer's right to cancel  a purchase or a consumer's right to reconsider a 
transaction within the cooling-off peri od (possible in certain circumstances. 
7.5 Payments (prepayments and instalments)  
 Issues related to payments as stated in the cont ract. For example prepayments and the distribution of 
payment to sellers or service providers based upon a regular schedule (instalments). 
7.6 Rescission of contract 
 Issues related to stopping or cancelling a contract. Rescission of a contract is a termination outside the 
withdrawal period. 
7.7 Minimum contractual period 
 Refers to the period for which a subscription can not be cancelled, which the consumer perceives too 
long.  
7.8 Other 
 
8 Ethical issues 
8.1 Taste, decency and offensiveness 
 Refers to anything which, in the light of generally prevailing community standards, is likely to cause 
offence, taking into account the context, medium, audience and product (including services). 
8.2 Environmental and social responsibility 
 Refers to a lack of a balanced approach on the part of the organization to address economic, social and 
environmental issues in a way that could benefit people, communities and society. 
8.3 Discrimination 
 A complaint can be about direct or indirect discrimination. 
Direct discrimination occurs when a person is treat ed less favourably than another in a comparable 
situation because of their racial or ethnic origin, re ligion or belief, disability, age or sexual orientation. 
Indirect discrimination occurs when an apparently neutral provision, criterion or practice would 
disadvantage people on the grounds of racial or ethnic  origin, religion or belief, disability, age or sexual 
orientation unless the practice can be objectively justified by a legitimate aim. 
8.4 Other 
 
9 Privacy  
9.1 Data protection 
 Includes destruction, disclosure or theft of data owned by the consumer. E.g. data from a hard drive are 
copied during a maintenance routine. If personal da ta are involved, the nature of complaint will be 
‘privacy’. 
Complaints are of this type when personal data (any  information relating to an identified or identifiable 
natural person) is at risk or not processed in line with the national laws on data protection. 
Organisations are obliged to process personal data fairly and lawfully, for specified, explicit and 
legitimate purposes and not to process it further in a way incompatible with those purposes. The data 
must be adequate, relevant and not excessive in relation to the purposes for which they are collected and/or further processed. The data controller must  implement appropriate technical and organisational 
measures to protect personal data against accide ntal or unlawful destru ction or accidental loss, 
alteration, unauthorised disclosure or access. 
9.2 Privacy 
 Complaints are of this type if individual's right to  privacy is endangered or not respected. For instance 
individual's right to private correspondence is not respected or when individuals' behaviour is 
monitored without a proper legal reasoning e.g. when purchasing online.  
EN 41  EN 9.3 Other 
 
10 Unfair commercial practices  
  10.1 Misleading contractual terms and conditions 
 A commercial practice related to terms and conditions is misleading if it either: 
- contains false information and is therefore untruthful, or 
- in any way, including overall presentation, deceives or is likely to deceive the average 
consumer, even if the information is correct, and 
- causes or is likely to cause him to take a transactional decision that he would have otherwise not 
taken. 
10.2 Incorrect or misleadi ng indication of prices  / tariffs and labelling  
 The price indicated on the label, price list or elsewhere does not fully or wholly represent the price 
(hidden charges) or is just wrong. 
Includes other labelling particulars (name of a product, manufacturer, minimum durability date (where 
applicable), risk etc.), the form  of labels, their location, etc. 
10.3 Misleading adv ertising or misleading  commercial practices 
 Misleading commercial practices related to a dvertising. It is misleading if it either: 
- contains false information and is therefore untruthful, or 
- in any way, including overall presentation, deceives or is likely to deceive the average 
consumer, even if the information is correct,  
- causes or is likely to cause the consumer to take  a transactional decision that he/she would not 
otherwise have taken, 
- misleading pre-sale advice, exaggeration, omission and information. 
10.4 Unsolicited advertising  
 Refers to unsolicited communications for the purposes of direct marketing either without the consent of 
the consumer or in respect of the consumer wh o does not wish to receive these communications. 
  
10.5 Unsolicited product 
 Refers to products delivered or provided which were not requested. 
10.6 Aggressive selling practices 
 A practice is considered aggressive if the aver age consumer’s freedom of choice or conduct is 
significantly impaired. This means a commercial practice uses harassmen t, coercion, including physical 
force, or undue influence. “Undue influence” mean s “exploiting a position of power in relation to the 
consumer so as to apply pressure, even without usin g or threatening to use ph ysical force, in a way 
which significantly limits the consumer’s ability to make an informed decision.” 
 
10.7 Fraudulent practices 
 Fraud is the crime or offence of deliberately deceivi ng another in order to damage them – usually, to 
obtain property or services unjustly 
10.8 Other 
 
EN 42  EN  
11 Safety (covering both goods and services) 
11.1 Product safety 
 Product safety covers any product which, under normal or reasonab ly foreseeable conditions of use 
including duration and, where applicable, putting into service, installation and maintenance 
requirements, does not present any risk or only the minimum risks compatible with the product's use, 
considered to be acceptable and consistent with a high  level of protection for the safety and health of 
persons, taking into account the following points in particular: 
- the characteristics of the produ ct, including its composition, 
- the effect on other products, where it is reasona bly foreseeable that it will be used with other 
products, 
- the categories of consumers at risk when usin g the product, in particular children and the 
elderly. 
 
11.2 Package, labelling and instructions 
 The objective of labelling is to guarantee that consumers have access to complete information on the 
content and composition of products (including both food and non-food products), in order to protect 
their health and their interests. Other information may provide details on a particular aspect of the 
product, such as its origin or production method.  
 Labelling would need to entail elemen ts such as: unsafe packaging in cluding hazardous substances or 
unsuitable for children (choking etc.). 
 Labelling of certain non-food products must also cont ain particular information, in order to guarantee 
their safe use and allow consumer s to exercise real choice.  
 
12 Provider change / switching 
12.1 Provider change / switching 
 Issues related to change of providers  
 
13 Other 
13.1 Refusal to sell / provide product 
 The refusal to sell or supply to a consumer a product which is for sale. 
13.2 Other