Market-based Codes of Conduct

Noting that merchants and others are increasingly developing codes of conduct, and making claims about those codes of conduct to consumers, COPOLCO observed that to date there has been no internationally agreed set of criteria for the development, content and use of codes of conduct, with the result that both merchants and consumers alike have difficulty knowing which code claims are credible and verifiable and which are not. 

COPOLCO considered it important to develop a set of essential criteria for effective codes developed by both demand and supply side interests in order to give consumers the confidence to deal with traders who comply with a code based on criteria established by a reputable and well recognized international body, i.e., ISO, and also to give guidance to merchants about how to develop effective and credible codes of conduct. Currently, in response to consumer and other marketplace demands, at both the international and domestic level, claims are being made by organizations about their codes of conduct, but there is considerable marketplace confusion concerning these claims. Recently, both domestic and regional governments have indicated their dissatisfaction with the current situation and a desire for a corrective solution to the problem. Those who operate codes have also indicated awareness of deficiencies in their own code development and implementation processes.

The objective of the proposed International Standard is to enhance fair trading in the marketplace by harmonizing the use of claims about codes. It is anticipated that benefits will include accurate and verifiable claims that are not misleading, a reduction in marketplace confusion, facilitation of international trade, an increased opportunity for more informed purchasing choices, and improved quality of codes.

The International Standard would establish procedures for code development and implementation to ensure that claims about codes can be substantiated and are verifiable. It should be emphasized that the proposed International Standard does not in any way prescribe what should be the content of codes: this is for individual organizations to decide.

External Customer dispute resolution systems  

External customer disputes schemes have become popular for domestic transactions in many countries (e.g., in banking, insurance, communications, direct marketing, cars, better business bureaus) and are also being adopted in the e-commerce

Experience suggests that when guidance is provided about what constitutes fair and effective consistent and credible dispute resolution, customers and industry both benefit.

The proposed standard is intended to establish a set of consensus-based essential criteria for developing and implementing external customer dispute resolution systems. Such an external system would be available for either a business or its customer to give an avenue of appeal when a supplier cannot remedy a complaint internally.

This standard is intended to provide optimal levels of c consumer protection and be of application on a global level, within individual jurisdictions, and across jurisdictions. In those jurisdictions where effective regulatory dispute resolution mechanisms already exist, the standard would be available (if necessary) as a supplement or complement. In those jurisdictions where there is minimal or no regulatory framework the standard may play a more significant role. The standard would be particularly appropriate to address dispute resolution in cross-border contexts, such as with respect to electronic commerce. It would not be envisaged that the standard would undermine consumer’s statutory rights.  

Technical Management Board resolution 82/2002

COPOLCO NWIPs

The Technical Management Board, noting the positive result of the votes on the work items, decides to allocate to ISO/TC 176/SC 3 Quality management and quality assurance /Supporting technologies the following items: External customer dispute resolution systems Market based codes of conduct