This British Standard specifies procedures for ensuring that services are
available and made accessible to all consumers equally, regardless of
their personal circumstances.
It is applicable to any organization dealing with the public, regardless
of type, size, sector and service provided, though not all of the
requirements are relevant to all organizations [for example, the
sub?clauses on promotions and marketing (5.8) and contracts and sales
documentation (5.10)], while some of the examples provided relate to
specific sectors or services.
NOTE 1 The term “services” describes the provision of any service to
consumers, including advice, utilities, goods and products, e.g. financial
services, communications, energy, retail (both online and on the high
street) and trade. Organizations include consumer groups, debt assistance
organizations, social services, government agencies, local authorities,
charities, voluntary organizations, legal firms, marketing (PR)/advertising
professionals and ombudsmen services.
NOTE 2 The requirements of this British Standard are additional to those
for customer service generally. For recommendations on customer service,
see BS 8477.