Commission staff working document - Accompanying document to the Communication from the Commission to the European Parliament, the Council, the European Economic and Social Committee and the Committee of the Regions on a harmonised methodology for classifying and reporting consumer complaints and enquiries Draft Commission recommendation on the use of a harmonised methodology for classifying and reporting consumer complaints and enquiries - Electronical version only [COM(2009) 346 final]
Date: 2009-07-07
Institutions: European Commission
Subjects: classification, complaint to the Commission, consumer policy, consumer protection, domestic market, harmonisation of prices

EN 

COMMISSION OF THE EUROPEAN COMMUNITIES 

Brussels, 7.7.2009 
SEC(2009) 949 

COMMISSION STAFF WORKING DOCUMENT 

accompanying document to the 

COMMUNICATION FROM THE COMMISSION TO THE EUROPEAN 
PARLIAMENT, THE COUNCIL, THE EUROPEAN ECONOMIC AND SOCIAL 
COMMITTEE AND THE COMMITTEE OF THE REGIONS 

on a harmonised methodology for classifying 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 

1 

  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 European Community, and in particular Article 
211 thereof, 

(1) 

(2) 

(3) 

(4) 

The  European  Council  in  its  Presidency  Conclusions  of  14  December  2007  has 
welcomed  the  Single  Market  Review  which  calls  for  Community  policymaking  and 
regulation  to  develop  a  better  understanding  of  real  outcomes  for  consumers  in  the 
Internal  Market  through  the  development  of  tools  and  indicators  such  as  consumer 
complaints; 

The  European  Parliament  in  its  Resolution  of  18  November  2008  on  the  Consumer 
Markets  Scoreboard  has  invited  the  Commission  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 database of consumer complaints;  

The Commission Communication on "EU Consumer Policy strategy 2007-2013"1 has 
set  as  one  of  its  priorities  the  better  monitoring  of  consumer  markets  and  national 
consumer  policies,  including  the  development  of  a  tool  monitoring  consumer 
complaints 

Article  16  of  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 laws2 authorises the Commission to work 
with the Member States on developing a common framework for the classification of 
consumer complaints, 

HEREBY RECOMMENDS: 

(1) 

Aim 

The  aim  of  this  Recommendation  is  to  introduce  a  harmonised  methodology  for  classifying 
consumer  complaints  and  enquiries,  to  be  used  by  complaint  handling  bodies  in  the 
Community, and their reporting to the Commission.  

1 

2 

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} 
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 

2 

  EN 

                                                      
(2) 

Scope 

This Recommendation applies to: 

(a) complaint handling bodies, in particular Member States' consumer  authorities, consumer 
organisations, regulatory authorities, alternative dispute resolution bodies, 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 confidentiality 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  cases  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 which 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,  sale  or  supply  of  a  product,  to  a  complaint 
handling body.  

(c)  consumer  enquiry  means  a  request  for  information,  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 his/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 data fields according to the values presented 
in the Annex. 

(b) Complaint handling bodies should collect at least the following recommended data: 

EN 

3 

  EN 

(i) country of consumer 

(ii) country of the trader 

(iii)  type  of  contact  distinguishing  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,  including  the  micro  data  for  every 
individual complaint, corresponding 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 the 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 the data on a monthly basis. 

(d) In case personal data are processed, it has to be done in line with national laws transposing 
Directive 95/46/EC on the protection of individuals with regard to the processing of personal 
data and on the free movement of such data3. In particular, the principle of data minimisation 
shall  apply  and  personal  data  in  consumer  complaints  and  enquiries  should  be,  if  possible, 
anonymised.  

3 

OJ No. L 281, 23.11.1995, p.31  

EN 

4 

  EN 

                                                      
(e) The Commission will publish all data received 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 

5 

  EN 

 
 
 
ANNEX  

DRAFT 

Harmonised methodology for classifying 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 

6 

  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 trader4 

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 situated on its territory and flight from a third country 
to such airports. 

EN 

7 

  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 

8 

  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 

9 

  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 

10 

  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 

11 

  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 paid 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 

12 

  EN 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Section B, SECTOR INFORMATION 

It is recommended that sector information 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 collected at level 2, e.g. 1.1 "Food – Fruit and 
vegetables", 1.2 "Food – Meat", for enquiry registration 

1.1.1 

Consumer Goods 

1 
1.1 

Consumer Goods 
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 cultivated for their leaves or stalks (asparagus, 
broccoli, cauliflower, endives, fennel, spinach, etc.), for their fruit (aubergines, 
cucumbers, courgettes, green peppers, pumpkins, tomatoes, etc.), and for their roots 
(beetroots, carrots, onions, parsnips, radishes, turnips, etc.), 
fresh or chilled potatoes and other tuber vegetables (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 (parsley, 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 

13 

  EN 

 
 
 
 
 
 
 
 
 
 
Includes: meat and edible offal of marine mammals (seals, walruses, whales, etc.) and exotic 
animals (kangaroo, ostrich, alligator, etc.); animals 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 cereals in the form of grain, 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 products prepared with meat, fish, seafood, cheese, vegetables or 
fruit. 

Excludes: meat pies and fish pies (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 

14 

  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, chewing 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 and rubber), for everyday wear, for sport or 
for work, 
all footwear for men, women, teenagers, children (three to 13 years) and infants (0 to 
two years) including sports footwear suitable for everyday or leisure wear (shoes for 
jogging, cross-training, tennis, basket ball, boating, etc.), 
parts of footwear, 
underwear, 
gaiters, leggings and similar articles, 
ties, handkerchiefs, scarves, 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 

15 

  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, cupboards, chests of drawers 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 material, curtains, double curtains, 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 tablecloths, 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 materials such as saucepans, stewpots, pressure 
cookers, frying pans, coffee mills, purée-makers, mincers, hotplates, household scales 
and other such mechanical devices, 
non-electric household articles of all materials 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 

16 

  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 recorders and personal computers (1.15) 

1.12 

Large domestic household appliances (including vacuum cleaners and microwaves) 

Major, durable household appliances 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, water heaters, portable heating appliances, 
ventilators and extractor hoods, 
vacuum cleaners, steam-cleaning machines, carpet shampooing machines 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 (including coffee machines and food-processing 
appliances) 

Small, semi-durable electric household 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 

17 

  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); equipment 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 recreation 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, plasticine, electronic games, masks, disguises, 
jokes, novelties, fireworks and rockets, festoons and Christmas tree decorations, 
stamp-collecting requisites (used or cancelled 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-air 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, spikes, studs, etc.); protective headgear for 
sports; other protective gear for sports such 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 bicycles (1.20); camping and garden furniture 
(1.10). 

1.16 

New cars 

EN 

18 

  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 wagons 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-hand, wheeled motor vehicles used for transporting passengers 
and includes second-hand motor 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, bicycles, 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 meters (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 and 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 accessories for personal transport equipment, 
products specifically for the cleaning and maintenance 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, encyclopaedias, text books, guidebooks and 
musical scores, 
newspapers, magazines and other periodicals, 
catalogues and advertising material, 

EN 

19 

  EN 

 
 
 
 
 
 
 
 
 
 
posters, plain or picture postcards, calendars, 
greeting cards and visiting cards, announcement and message cards, 

- 
- 
-  maps and globes, 
-  writing pads, envelopes, account books, 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-held and hood hair dryers, curling tongs and 
styling combs, sun-lamps, epilators, vibrators, 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) and carriers of personal effects, attaché cases, satchels, hand-
bags, wallets, purses, etc. (1.8). 

EN 

20 

  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, detergents, disinfectant bleaches, softeners, 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 

21 

  EN 

 
 
 
 
 
1.1.2  General Consumer Services 

Code 
2 
2.1 

Description / Term and Explanatory Note 
General consumer services 
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 

22 

  EN 

 
 
 
 
 
 
 
 
-  Turkish baths, spas, saunas, solaria, 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, shoe 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 vehicles 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 (1.20) 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. Includes 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 

23 

  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 

24 

  EN 

 
 
1.1.3 

Financial Services 

Code 
3 
3.1 

Description / Term and Explanatory Note 
Financial services 
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, securities, 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 insurance products (3.8). 

EN 

25 

  EN 

 
 
 
 
 
 
 
 
 
 
 
 
3.6 

Insurance – Dwelling 

Service for non-life insurance (insurance in connection with a dwelling). Service charges for 
multi-risk insurance covering several risks should be classified on the basis of the cost of the 
principal risk if it is not possible to allocate the 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 personal 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 contractual basis of the following items:  

- 

- 

- 
- 
- 
- 

life assurance (which covers assurance on survival 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, marriage 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 

26 

  EN 

 
 
 
 
 
 
 
1.1.4 

Postal Services and Electronic Communications 

Code 
4 

Description / Term and Explanatory Note 
Postal services and electronic 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, radiotelegraphy and radiotelex services. 

Excludes: telefax and telephone answering facilities 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, 
- 
-  Multimedia message service 

text messages. 

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 

27 

  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 television 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 

28 

  EN 

 
 
 
 
 
 
1.1.5  Transport Services 

Code 
5 

Description / Term and Explanatory Note 
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 

29 

  EN 

 
 
 
 
 
 
 
 
 
 
 
1.1.6  Leisure Services 

Code 
6 

Description / Term and Explanatory Note 
Leisure services 

Includes goods and services related 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 calls 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 right to spend a period of time,  e.g. one or 
more weeks, in a holiday property for a specified or specifiable period 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 recreational, cultural, sporting or entertainment services: theatres, 
cinemas, sports stadia, swimming pools, sports 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 contractors 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 

30 

  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 courses, 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, performers 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 

31 

  EN 

 
 
 
 
 
 
1.1.7  Energy and Water 

Code 
7 

Description / Term and Explanatory Note 
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, reading 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, reading 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 

32 

  EN 

 
 
 
 
 
 
 
 
1.1.8  Health 

Code 
8 

Description / Term and Explanatory Note 
Health 

Includes goods and services related to healthcare. 

8.1 

Pharmaceutical products  

This group u-includes medicines that are used by humans for health purposes 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 and 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 convalescence 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 rehabilitation 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 laboratories and X-ray centres, 
services of freelance nurses and midwives, 
services of freelance acupuncturists, 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 

33 

  EN 

 
 
 
 
 
 
 
 
 
persons and rehabilitation centres providing primarily long-term support (8.6). 

8.4 

Health food and naturopathic drugs 

Includes health food and alternative (over-the-counter) medicine. 

8.5 

Retirement homes and home care 

Such services include residential care, home help, day care and rehabilitation. More 
specifically, this class covers payments by households for: 

- 

- 

retirement homes for elderly persons, residences 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 persons to live at home (home-cleaning services, 
meal programmes, day-care centres, day-care services and holiday-care services). 

EN 

34 

  EN 

 
 
1.1.9  Education 

Code 
9 

Description / Term and Explanatory Note 
Education 

This category covers educational services only. It does not include educational materials, such 
as books and stationery, or education support services, 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, from 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 

35 

  EN 

 
 
 
 
 
 
 
 
 
 
1.1.10  Other 

Code 
10 
10.1 

Description / Term and Explanatory Note 
Other 
Other 

Other 

10.2 

Erotic services 

Includes erotic massage parlours and online erotic services. 

EN 

36 

  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 and Explanatory Note 

1 

Quality of product  

1.1 

Defective, caused damage 

The good is faulty, not working, caused damage 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 consumer 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 products provided by a Trader. For example, internet and telephone 

EN 

37 

  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 consumer's opportunities for contacting the Trader.  

Includes: no access to call centre due 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 

4.1 

Invoicing / billing and debt collection 

Incorrect invoice / bill 

Wrong invoice for example when data on the invoice are 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 products 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 consumer 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 

38 

  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 respect 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 redress 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 

7.1 

Contracts and sales 

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 the 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. information 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 

39 

  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 period (possible in certain circumstances. 

7.5 

Payments (prepayments and instalments)  

Issues related to payments as stated in the contract. 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 

8.1 

Ethical issues 

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 treated less favourably than another in a comparable 
situation because of their racial or ethnic origin, religion 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 

9.1 

Privacy  

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 data 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 accidental or unlawful destruction 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 

40 

  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 misleading 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 advertising or misleading commercial practices 

Misleading commercial practices related to advertising. 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 who 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 average consumer’s freedom of choice or conduct is 
significantly impaired. This means a commercial practice uses harassment, coercion, including physical 
force, or undue influence. “Undue influence” means “exploiting a position of power in relation to the 
consumer so as to apply pressure, even without using or threatening to use physical 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 deceiving another in order to damage them – usually, to 
obtain property or services unjustly 

10.8 

Other 

EN 

41 

  EN 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
11 

Safety (covering both goods and services) 

11.1 

Product safety 

Product safety covers any product which, under normal or reasonably 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 product, including its composition, 

the effect on other products, where it is reasonably foreseeable that it will be used with other 
products, 

the categories of consumers at risk when using 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 elements such as: unsafe packaging including hazardous substances or 
unsuitable for children (choking etc.). 

Labelling of certain non-food products must also contain particular information, in order to guarantee 
their safe use and allow consumers 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 

EN 

42 

  EN