An update of ISO's activities regarding standards and consumer protection, for the members and stakeholders of the ISO Committee on consumer policy (ISO/COPOLCO).
ISO/COPOLCO is ISO's forum for promoting consumer interests in standardization. Its mission is to:

• Enhance the market relevance of International Standards by promoting and facilitating the input of consumers' views into ISO's policies, procedures, standards and services
• Help consumers around the world benefit from standardization.

Building confidence in a business-to-consumer relationship
When you consider spending your hard-earned money on a consumer good or a service, what information helps you decide?
Consumers generally expect a product to perform as expected (or better), and does not cause injury or illness. Instructions for use, sustainability, durability, origin and interoperability also matter for a purchasing decision. But how can consumers rely on information about these characteristics to make informed choices? Especially with the rise of the online market environment, clear and effective communication is critical: it enhances the business-to-consumer relationship and builds mutual confidence.

On 14 May 2014, ISO/COPOLCO will hold an international workshop exploring market trends and current models and tools that help suppliers communicate product claims effectively, and help consumers make informed decisions. The workshop, Building confidence in a business-to-consumer relationship – roles and expectations, will take place in Milan, hosted by Italy's standards organization, UNI.

For more information, contact copolco@iso.org or the ISO/COPOLCO member in your country. This event is open to the public.

Improved child safety Guide enters final stage
The joint WHO/UNICEF World Report on Child Injury Prevention identifies unintentional injury as the leading cause of death for children over the age of 5. More than 830 000 children die each year from road traffic crashes, drowning, burns, falls and poisoning.

To counter this tragedy, ISO and IEC are revising ISO/IEC Guide 50, Safety aspects – Guidelines for child safety in standards. The final draft has gone out to the members of ISO and IEC for comment and vote by 14 June. If approved, this revision will likely be published by end 2014.

Behind the scenes with ISO/IEC Guides
This is a little-known fact: in addition to International Standards and other consensus documents, ISO and IEC publish Guides for standards-writers relevant to a larger audience too. Some particularly interesting Guides for consumers are safety aspects in standards, child safety, instructions for use, comparative testing, product information, packaging, graphical symbols, and services; and for taking into account of the needs of older persons and persons with disabilities. ISO's Technical Management Board has decided to review all Guides for timeliness, evaluate the extent of their use and consider the need for further action to promote them.

Last published in 2002, the revised Guide will be useful for standards-writers, designers, architects, manufacturers, service providers, communicators and policy makers. ISO/IEC Guide 50 addresses potential sources of physical harm to children from products, processes or services that they use, or which they may encounter. The Guide identifies and describes various hazards for children, and explains how they evolve at different stages of a child's development.

Welcome to new members
Eight new countries join ISO/COPOLCO! Welcome, Belarus, Bosnia & Herzegovina, Gambia, Macao, Nepal, Qatar, Sierra Leone and Zambia! This brings the total number of COPOLCO members to 122. That is 74% of the 164 ISO members end 2013, up from 68% in 2012.

What's your country doing for consumer participation? Why does consumer participation matter, and how can you help enhance it..?

Given the rising popularity of our social media sites on Facebook and Twitter, this avatar is the new face representing the partnership and dialogue between consumers and business around standards. Click to see, and "like" us!

2052: The Odyssey of sustainability – recorded webcast available
Jørgen Randers, Professor of climate strategy at BI Norwegian Business School, highlighted his award-winning book "The Limits of Growth" at an event followed by 670 people in Geneva on 18 February. This event kicked off the next round of the Masters in Standardization, Social Regulation and Sustainable Development course, run jointly  by ISO and the University of Geneva. See the conference webcast in French or English.

See what ISO is doing to improve sustainability, fight climate change, and ensure social sustainability.

World Cancer Day – can standards have an impact?
World Cancer Day is celebrated on February 4. ISO standards help in many ways, from quality assurance to environmental management, to food safety, product safety, and standards that directly impact the diagnosis and treatment of cancer such as preventing breast cancer, radon in homes, radiation at work, and dangerous counterfeit products and medicines, to helping to build overall healthy communities!

How can consumers ensure safety through better standards?

Consumers International asks what YOU are planning for March 15! Upload your activities to the World Consumer Rights Day 2014 map – and see where your rights are best upheld.

The theme of #WCRD2014 is Fix Our Phone Rights. Issues highlighted include the need for:
1. Fair contracts explained in clear, complete, accessible language.
2. Consumers to receive the service they have been promised.
3. Fair and transparent billing.
4. Consumers to have power over their own information.
5. Phone companies to listen and respond to consumer complaints.

How can standards help consumer satisfaction? Stop bill shock through better billing standards!

Boost corporate social responsibility on World Women's Day
March 8 – As growing numbers of women enter the economic mainstream, they will have a profound effect on global business. China and India each represent 1 billion emerging participants in the global marketplace, and this “third billion” is made up of women, in both developing and industrialized nations. This group’s impact on the global economy will be significant. Yet accommodating and driving this change requires moving mindsets, since women's progress is still uneven. More often than not, women are still not on an equal footing when it comes to salary, safety and potential for development. How many organizations today can take an honest look at themselves and say that they do not have a glass ceiling keeping women down? This is an opportunity for all of us to take stock of our society and reflect on what we need to change.

ISO 26000, Guidance on social responsibility, helps include stakeholders such as consumers and women in companies and societies. ISO has remarkable men and women in standardization, too!

See how ISO 26000 enhances gender equality.

ISO/IEC Guide 71 promotes accessibility for all
ISO produces guides, often in conjunction with IEC, which are intended for use by those developing standards. Although aimed particularly at international standardization, many are relevant at a regional or national level too. These guides can be useful tools to help consumer representatives and other stakeholders make sure that all relevant consumer needs are addressed within a standard being developed or reviewed. An example is Guide 71, Guidelines for standards developers to address the needs of older persons and persons with disabilities, which provides a systematic approach to addressing ageing and disability issues when writing international standards. It also helps technical committees to evaluate how they are addressing these issues in their entire work programmes. Effective, practical techniques are given. This Guide is currently being revised and updated. COPOLCO is participating through nominated representatives.

Materials that support consumer representatives
The ISO brochure, Involving Consumers – Why and how is a 32 page publication that underlines ISO’s commitment to consumer representation. It aims to assist NSBs, both in understanding the importance of involving consumers (Why) and how this can happen in practice (How). Familiarity with these arguments strengthens a consumer representative’s position as they know what they can expect from their national standards body – resources permitting!

The brochure is based on useful case material from 11 countries from around the world as well as covering regional and international activities e.g. ANEC (Europe), ANCO (Asia), Consumers International and COPOLCO. Topics included are the benefits of involving consumers, how to organize consumer participation, who is a consumer representative, the interface with ISO/COPOLCO and the funding and training of consumer representatives.

Eye on the economy: What's ahead for 2014
After six frustrating years, the economy is far from a full recovery. Hardships faced today by many are linked to the declining number of good jobs, dwindling incomes and the soaring cost of living. No one is predicting herculean growth in 2014. But there is hope.

In the ISOfocus magazine (January/February 2014), you'll learn how standards can make a difference. Interesting research from the World Bank and the International Trade Centre shows how International Standards can boost economic growth.

Smart business is on trend in the latest ISOfocus magazine (March 2014).

ISO 9001 and the public sector: Two new documents, one big benefit and millions of happy citizens
How can Government increase efficiency, prevent errors and improve customer service? Answer: ISO 9001. ISO 9001 is by far the world's most established quality framework, currently being used by over 1.5 million organizations in 191 countries. Those are some impressive numbers - and among the primary reasons why the public sector is sitting up and taking notice.

Happy Olympics!
ISO 14001 on environmental management systems was on the podium at the Sochi 2014 Olympic Games, with millions of spectators glued to their seats, watching skiing, skating, snowboarding and bobsleighing. ISO 20121 for sustainable events management was also successful at London's Olympic and Paralympic Games.

How to measure and evaluate smart community infrastructures
Our cities and communities are draining the planet's natural resources. A new ISO technical report on smart communities infrastructures gives practical advice to help us counteract this worrying trend, and fits with smart city initiatives.

A new generation of robots has arrived…to take care of you
From friendly Wall-E and helpful R2D2 to the dystopian worlds of the Matrix and Terminator, robots have captured our imagination. Robots are already used in manufacturing, the medical field, and even as toys, but recently, a new player has appeared on the scene: the service robot. These mobile servants, physical assistants and person carriers will revolutionize the industry and transform our lives. Capable of understanding our voice and gestures and reacting to touch, they can also connect to our nervous system and "read minds" by tapping into brain wave activity. Science fiction has just become reality.

Nano-labelling for well-informed consumers
There is growing consumer realization of the many benefits, and potential risks of nanotechnology. Nanoparticles, nanotubes, nanofibres? Nanotechnologies are increasingly pervading the products we buy, yet we are often unaware of their existence. In order to better inform consumers about their presence, ISO has developed a document which offers manufacturers a harmonized approach for the voluntary labelling of their nanoproducts and products incorporating nanotechnology.

The Internet has empowered consumers but can we trust online ratings?
As consumers, we are increasingly checking online user reviews to assess the quality of goods and services. This increasing transparency is rebalancing consumers' power to choose, and is driving the new economy. Unfortunately, the prevalence of false online reviews risks an Internet trust crisis. Thus, AFNOR, our French member, has recently created the world's first standard for authentic consumer reviews. Bazaarvoice is the first online reviews provider certified to this new standard, ensuring more than 400 million people view and share authentic opinions, questions and experiences on about 70 million products in its network. ISO is now considering whether to create a global standard for online companies to improve trust between businesses and consumers.

Safe gas cooking 
With open fires and traditional cookstoves causing millions of injuries and deaths annually, a new ISO technical committee has been set up, ISO/TC 285 Clean cookstoves and clean cooking solutions, which represents a major first step towards defining criteria for clean, efficient and safe cooking.

Major milestone: single charger for computers will significantly reduce e-waste
Each year billions of external chargers are sold. They are generally not reusable, and they get lost or break, leading to the discarding of computers that may still work perfectly well. It is estimated that the total e-waste related to chargers of ICT devices exceeds half a million tons each year. In response, IEC, the international standards and conformity assessment body for electrotechnology, has released the first globally relevant Technical Specification for a single external charger for a wide range of notebook computers and laptops, safety, interoperability, performance and environmental considerations.

Online collection of ISO country codes now available
Ever heard of BR or CH, NZ, or JM? Whether you’re in banking, commerce or trade, look no further than this latest collection to keep you up to date on ISO country codes.
This new collection provides the most recent official country codes used by millions worldwide in the exchange of goods and information.

Is it quality saffron?
Otherwise known as "red gold" and well known in cooking, saffron is the world's most expensive spice. But, as an object of desire it can also be a victim of fraud. Low quality saffron is often traded on international markets, and the specifications for pure saffron are not always respected. So, what is saffron worthy of its name?

Shocking food safety findings uncovered by Consumers International
There are huge challenges in ensuring food safety, especially in developing countries. Shocking food safety challenges include a lack of standards and enforcement policies. Consumers International highlights the need for better food safety management standards and certification, as part of a portfolio of governance policies, including the prevention of porous borders and dangers of counterfeit.

Giving a boost to food safety certification
The consequences of unsafe food can be serious and ISO’s food safety management standards (ISO 22000 series) help organizations identify and control food safety hazards. Consumer confidence in the food industry has been waning in recent years, calling for an urgent injection of trust.

REGIONAL BODIES

AFRICA

Protecting African Consumers and enhancing Africa's competitiveness
The African Regional Standards Organization has initiated a Consumer Committee, ARSO COCO, currently hosted by the Sudanese Standards and Metrology Organisation (SSMO), to involve consumers in standards development at national, regional, continental and international levels. The more active consumers are in developing standards, the more likely it is that products and services meet their needs.

ARSO's 20th General Assembly on 26 and 27 June 2014 coincides with Africa's Standardization Day on 25 June 2014. It is open to invited African industry players, consumer organizations, government officials and the public, and will take place in Rwanda. Its theme is: "Standardization as a driver for improving Africa’s Competitiveness".

EUROPE

Societal Stakeholders Toolbox
The European standards body CEN-CENELEC has launched a new online toolbox which aims to explain European standardization to consumers and other societal stakeholders; which has been welcomed by ANEC, ECOS and ETUI. Next, an e-learning tool is expected to facilitate the inclusion of societal stakeholder organizations and SMEs in standardization.
The European Consumer Association, ANEC, has used this opportunity to revise its brochure, “What we do for you”.

A single click closer to web accessibility
ANEC welcomed the approval of a series of European standards on accessibility requirements for the public procurement of ICT products and services under Mandate M/376 on e-accessibility.

New standards for window blinds offer more protection to children
ANEC welcomed the publication of tougher European standards for window blinds.

Europeans vote for enhanced consumer protection
On 17 October, the European Parliament Internal Market & Consumer Protection committee adopted legislative reports on Consumer Product Safety (CPSR) and Market Surveillance of products (MSR). The precautionary principle is now explicitly mentioned in both. In addition, MEPs supported ANEC's call for a pan-European injury and accident database. EU institutions will also consider a comprehensive approach for minimizing adverse effects of hazardous substances, including chemicals in products, in the 7th Union Environmental Action Programme.

Clarification from our December 2013 issue: Mr Stephen Russell, ANEC Secretary-General, delivered a report at the CEOC International-EUROLAB-IFIA Safety Seminar in Brussels on 27 November rather than at BSI's annual Product Safety Conference.

AUSTRALIA

A unit pricing standard in the making?
Unit pricing provides a base price to compare items of different sizes and brands, helping consumers to get the best value for money. Australia is leading a new unit pricing task group to investigate the feasibility of creating an international standard to assist consumers and industry to achieve best practice when developing new, or enhancing existing, unit pricing schemes. It includes representatives from consumer organizations, standards bodies, and the International Organization of Legal Metrology (OIML). A broad spectrum of nations including Canada, France, Germany, Israel, Korea, Malaysia, South Africa and the USA are involved. ISO/COPOLCO will consider the group's conclusions at its Plenary in May.

BELGIUM

Societal Stakeholder Platform
Societal stakeholders – consumer organizations, environmental stakeholders and social interest groups – do not always join the committees where standards are drafted. Yet they have a keen interest in influencing the standards writing process and to be involved in standardization activities. Hence, NBN’s board has decided to create a Societal Stakeholder Platform, to address concerns and discuss issues. The inauguration took place in October 2013 and NBN holds the secretariat and chair function. The next meeting will be announced soon.

FRANCE

International Standards supporting policies for energy efficiency and renewable energy
The International Energy Association (IEA), IEC and ISO hosted this workshop in English on 13 March 2014, in Paris, France. Policy makers, representatives from international standardization organizations and other key stakeholders discussed how to improve stakeholder engagement in international standardization and ensure that international standards support the transition towards more sustainable energy systems. A key topic was how to facilitate the development and use of systemic approaches both within policy making and standardization, to overcome challenges due to climate change, energy constraints, and enable broader access to sustainable energy in support of economic and social development. See the programme.

GHANA

National Consumer Protection Policy under way
In 2011 the Ministry of Trade and Industry (MOTI) has spearheaded efforts to initiate a National Consumer Protection Policy to protect consumers from unfair trade practices which may adversely affect their health, safety and economic interests, in consultation with stakeholders. The policy defines regulations on labelling, price marking and a code of practice on advertising in Ghana. Once approved, an independent Consumer Protection Authority should co-ordinate all consumer activities in collaboration with regulatory and other relevant agencies. The Ministry will work closely with civil society organizations to establish consumer advocacy groups to monitor implementation and provide education on the policy's impact on rights and responsibilities for goods and services.

To boost awareness of the policy, two independent national consumer groups, the Consumer Protection Agency and the Consumer Advocacy Centre organized workshops with the government agencies, regulatory agencies and media involved in drafting the policy, in May and August 2013. The policy, yet to be finalized, proposes speedy redress of consumer complaints in a specialized court with ‘hotlines’ for quick response. MOTI believes a Consumer Protection Law will streamline the operations of all agencies involved in consumer protection in Ghana.

MAURITIUS

New standards for consumer protection
The Mauritius Standards Bureau (MSB) has implemented several product standards of the IEC 60335 series for safety of electrical appliances for household and similar purposes as national standards. These standards were recommended by the Standards Committee on Safety of Household Appliances and approved by the MSB Standards Council. The standards will be referred in legislation to control the importation of household electrical appliances to prevent substandard products on the local market.

Consumer participation facts
Representatives from consumer organizations participate in the different standards committees for the development of national standards, subcommittees preparing draft standards; and policy committees. A consumer organization representative participates in the MSB Standards Council and chairs the Committee on "Safeguarding Impartiality for the National Management Systems Certification Schemes".

Consumer protection legislations
MSB standards are voluntary; however, several Mauritian Standards are referred in various legislations under the Fair Trading Act and Consumer Protection Act and are therefore mandatory. The Consumer Protection (control of imports) regulations refer to the following Mauritian Standards: MS 37, Control of the weight of bread; MS 17 and MS 113, Electric cables for electric power and lighting; MS 137, Tubes and hoses for LPG; and MS 147, Nonadjustable regulators for use with butane and LPG.

Important International Standards
The most important International Standard for Mauritius right now is ISO 39001, Road traffic safety management systems – Requirements with guidance for use. MSB helped develop this International Standard through its national mirror committee – and has implemented it as a national standard. A workshop was also organized with stakeholders to create awareness of this standard. Its implementation by public transport companies will decrease road accidents and fatalities. Other standards include ISO 50001, Energy management and ISO 22000, Food safety management. These standards will help manage economic activities related to food safety and energy management.

NORWAY

Designing for equal access
Standards Norway has four new standards for universal design to help ensure equal access to goods and services in society. The standards were presented to the minister of children, equality and inclusion affairs in December 2013 in front of a large audience, receiving broad national attention. Standards Norway believes that an important step has been taken to achieve a more accessible society in several important areas, to fulfill Norwegian political objectives of universal design of goods and services. This requires that public authorities support their implementation in the market and that both public authorities and business use them in their work.

SIERRE LEONE

A national consumer bill
A Consumer Bill is currently at cabinet level for approval in Parliament. National consumer protection organizations are in close collaboration with the Sierra Leone Standards Bureau (SLSB) in the areas of food safety, sensitization on standards and consumer protection on foods and non-food products.

UNITED KINGDOM

Circular Economy Stakeholder Forum
If you are in London on 8 April 2014, you can attend the British Standards Institution's free event for British businesses to review needs and options for standards in waste reduction and the emerging sustainable, 'circular economy'.

BSI on TV
Starting on 10 March, the BBC consumer programme, Watchdog, is running a daytime series, called BBC Watchdog Test House which will look at how household products are tested, typically against British, European or International Standards. Several of the daily programmes, over the three week run, will feature the BSI Test labs and will include appearances from former BSI Consumer & Public Involvement Network Chair, Lynn Faulds Wood, who herself presented Watchdog over many years. Others from the BSI CPI Network have contributed on the way standards have improved safety for consumers. View the programme on the BBC website.

More than 830 000 children die each year from road traffic crashes, drowning, burns, falls and poisoning – WHO/UNICEF World Report on Child Injury Prevention – and ISO standards can help reduce this terrifying number.

Visit us at ISO and …Consumers on ISO's Website, ISO Online, www.iso.org.

Is the ISO member in your country a member of COPOLCO? If not, encourage this national standards body to join COPOLCO!

For a full list of ISO members, see http://www.iso.org/iso/about/iso_members.htm.

Is your organization a member of Consumers International? Find CI at www.consumersinternational.org.

Questions …? Comments… ? News to share…? Subscription requests …..?
We would like to hear from you!  Contact us at copolco@iso.org.

ISO Consumer update is a free service by the Secretariat of the ISO Committee on consumer policy (ISO/COPOLCO). Editor: Ms Dana Kissinger-Matray, Secretary of ISO/ COPOLCO. Writer: Katia Kerswell