Standards GO Home About BSI UK National Standards Body What is the national standards body? Consumers and standards Standards are everywhere, making consumers’ lives safer, fairer and better Value of the consumer voice in standards Consumer representation in standards ensures consumer needs are met and real problems addressed. We explain how consumer involvement in standards benefits everyone > Consumer and Public Interest Network (CPIN) CPIN speaks up for consumers in the development of British Standards. Find out how CPIN works to enhance consumer protection and minimize harm > BSI Consumer Forum The Consumer Forum works with other consumer protection organizations to strengthen the consumer voice in British Standards. Find out how Consumer Forum members collaborate to achieve shared consumer protection goals > Consumer resources Browse our consumer-friendly guides, which explain CPIN’s priorities and how key standards have improved consumers’ lives. Explore our wide range of free resources here > In 2021 BSI is celebrating 70 Years of Consumer participation in British Standards View the e-book ‘Celebrating 70 years of consumer participation in British Standards' here. 'Consumer participation in British Standards has changed considerably since 1951, although our purpose remains the same – for standards to address consumer needs and minimize harm' - Julie Hunter, CPIN Chair. The Consumer and Public Interest Network (CPIN): CPIN is an independent organization, that exists to empower and protect consumers through effective consumer representation in British Standards. Established in 1951, CPIN is funded by BSI and the UK government grant. CPIN is made up of 60+ trained volunteers, who are experts in consumer issues and participate in the development of standards to: highlight key consumer issues make sure that real problems are addressed minimize the risk of consumer harm make a positive difference to consumers’ lives CPIN believe that all consumers have a right to safe and accessible goods and services, clear information, fair treatment, effective systems of redress and a healthy environment. CPIN representatives use the principles described in the United Nations Guidelines for Consumer Protection (UNGCP) as the foundation of their work. BSI Consumer Forum BSI Consumer Forum is an open network that brings together organizations from across the consumer protection landscape, including CPIN, to share valuable insight about topical consumer issues. Members include charities, regulators, enforcement agencies and government departments who may have expertise in: general consumer issues a specific topic (e.g. electrical safety or sustainability) the needs of particular groups of consumers (e.g. children or older people). The Standards Show Discover more about the important role of the consumer voice in standards through our podcast series, developed in collaboration with BSI Education. Consumer voice in standards Consumers and standards Find out how standards benefit consumers and why it’s vital that the consumer voice is heard in standards development. We explain the role of CPIN and the BSI Consumer Forum, and how to get involved. Download PDF > Role of standards in consumer protection Organizations that don’t follow good practice place consumers at risk of harm. Unsafe products, bad design, poor service and unfair treatment can lead to detriment such as: Adverse effect on health Breaches of online privacy or security Disadvantage, inconvenience and stress Financial loss Negative impact on the environment Restricted access to goods and services Serious injury or even death A range of consumer protection tools – legislation, regulation, enforcement agencies, charities and consumer groups and standards - work together to protect consumers from harm. Standards are a valuable part of the consumer protection toolkit complementing: Legislation - standards are voluntary but, in some sectors, legislation references specific standards, which help organizations to achieve compliance with the law e.g. toys and domestic appliances. Regulators – standards can provide detailed guidance for regulated firms about good practice e.g. Ofgem references BS 18477 in its Consumer Vulnerability Strategy. Policy – standards can support policy e.g. energy efficiency labelling Consumer groups – organizations, such as Which?, use standards in comparative product testing. Enforcement agencies – if consumers have a problem with an organization, standards can be used as a benchmark of good practice in a court of law. Standards are a powerful consumer protection tool because: The consumer voice is included in their development - standards are developed by expert working groups, which must include all key stakeholders including consumers. Consumers have a real opportunity to influence outcomes - standards are developed by consensus, which means that expert groups must reach shared agreement on the content. International standards can tackle cross-border consumer issues, improving consistency of protection. Standards can be developed more quickly than legislation, allowing them to be responsive to new consumer challenges. CPIN works closely with other UK consumer protection organizations via the BSI Consumer Forum. How do standards benefit consumers? Standards provide organizations with detailed good practice, developed by experts, to help them do the right thing and improve positive outcomes for consumers. Standards give organizations the information they need to: Increase consumer benefits and opportunities – for example, improving customer service, accessibility and inclusivity Improve consumer safety – by identifying and mitigating risks Deliver consistent quality – by defining good practice which can be repeated time and time again. A standard for chocolate cake’ (see below) explains how consistency can be achieved through standards Service standards define good practice in areas such as: Billing Dispute resolution Complaints handling Management of personal data Provision of information Quality of customer service Safety Staff training Product standards define good practice in areas such as: Chemical composition Durability Energy consumption Interoperability Operation of mechanical parts Performance Risk assessment By demonstrating compliance with standards, organizations can prove their commitment to improving consumer safety and satisfaction. This, in turn, helps to build consumer confidence and trust. A standard for chocolate cake If you asked ten people to make a chocolate cake, it is likely that you would end up with ten very different creations, with everyone using a variety of ingredients, methods and appliances. If you gave each person the same recipe, the cakes they produced might be more similar. However, if you gave each person a standard for chocolate cake that specified: brands of ingredient the make and model of all equipment to be used precise methodology for mixing and cooking exact weights and temperatures …it’s likely that you would be presented with ten identical cakes How to get involved Organizations Join the BSI Consumer Forum If you work in consumer protection, join the Consumer Forum to network with other organizations about topical consumer issues and find out about CPIN’s work in key consumer standards. Individuals Become a CPIN rep If you would like to make a positive difference to consumers through standards, apply to become a CPIN representative. We welcome consumer champions with a wide range of knowledge, skills and experience. Full training and support will be given. Contact BSI’s Consumer Team at consumer@bsigroup.com to find out more Standards matter to consumers Standards are everywhere, making consumers’ lives safer, fairer and easier. Whether you are using a mobile phone, shopping online, buying a car, using a washing machine or travelling abroad there are numerous standards behind the scenes setting good practice for organizations that manufacture goods and provide services. Standards are an agreed way of doing something. They provide detail on ‘what good looks like’, helping organizations to make better decisions and achieve positive change. Standards can cover products, services, processes, ethics and values. (See CPIN leaflets on ‘Sustainability’ and ‘Ethics’). Standards are a valuable tool in the consumer protection toolkit, working alongside regulation, policy and enforcement. Find out more about: What standards are How standards are made SHARE Find a Standard ISO 9001 Quality Management ISO 13485 Quality Management ISO 14001 Environmental Management ISO 22301 Business continuity ISO/IEC 27001 Information security ISO 45001 Occupational Health and Safety ISO 50001 Energy Management ISO 37001 Anti-Bribery Management System View all standards Services Access and buy standards Develop a standard Online subscription services Standards services Assessment and ISO certification Auditing and verification Product testing and certification Validate BSI-issued certificates Training courses Medical devices services BSI Connect View all services Sectors Aerospace Automotive Banking and financial services Construction and Built Environment Education Energy, oil and gas Food Government Healthcare Hospitals IT Manufacturing and engineering Medical devices View all sectors Topics Future of mobility Global market access Health and safety Information security Innovation Internet of things (IoT) Organizational Resilience Sustainability - Circular economy - Net zero View all topics Built Environment Cybersecurity and information resilience Food Industry View all blogs About About BSI BSI impartiality Our accreditation Our clients and partners Our financial information Our governance Our legal information Our purpose, mission and vision Our Royal Charter UK National Standards body Events and webinars Sustainability Modern Slavery Statement (PDF) Contact BSI +44 345 086 9001 Site Policy: Privacy notice Cookie policy Terms of use Accessibility Site map © The British Standards Institution 2021 Impartiality is the governing principle of how BSI provides its services. 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