Overview - ISO/IEC Guide 76:2020 (Development of service standards - Recommendations for addressing consumer issues)
ISO/IEC Guide 76:2020 is a guidance document for the development and revision of service standards with a clear focus on meeting the needs and protecting the interests of consumers. Applicable to any type of service (commercial, public, charitable; one‑off or ongoing; paid or free), the Guide helps standards writers and technical committees embed consumer perspectives into service standards. It was prepared by ISO’s Committee on Consumer Policy (COPOLCO) and is the second edition, updating the 2008 Guide.
Key topics and technical elements
This Guide does not set prescriptive technical performance metrics; instead it provides structured recommendations and principles to shape service standards, including:
- Terminology and scope - clear definitions for consumer, customer, service, service provider, complaint, access, vulnerability, etc.
- Core consumer principles to be addressed in service standards:
- Choice, Access, Information, Safety
- Redress, Sustainability, Representation, Quality
- Privacy and data protection
- Application methodology - “what, who/to whom, where, when, and how” approach for drafting requirements.
- Integration guidance - how to apply consumer principles across stages of service provision and common service elements.
- Practical tools - consumer‑issues checklists and example templates (Annex A for immediate/one‑off services; Annex B for ongoing contractual services).
- Cross‑references to relevant ISO terminologies and related guidance (e.g., ISO 9000, ISO 10002 and ISO 26000 referenced in the Guide).
Practical applications - who uses it and why
This Guide is useful to:
- Standards developers and technical committees drafting service standards to ensure consumer protection is embedded.
- Consumer representatives and NGOs who advise on consumer impacts during standards development.
- Service providers and industry bodies adopting standards that reduce customer complaints and improve service design.
- Regulators, procurement teams and public service providers designing inclusive, accessible and safe service specifications.
Benefits include improved accessibility, clearer information and redress mechanisms, better handling of consumer vulnerability, and alignment of service standards with ethical and sustainability concerns.
Related standards and references
- Referenced documents in the Guide: ISO 9000, ISO 10002, ISO 26000.
- The Guide notes upcoming work on ISO 22458 (inclusive service) and directs users to ISO’s Online Browsing Platform and IEC Electropedia for terminology.
Keywords: ISO/IEC Guide 76:2020, service standards, consumer issues, consumer protection, standards development, accessibility, privacy, redress, sustainability, inclusive service.