Consumer resources

CPIN publishes a range of informative leaflets for the benefit of consumers and anyone interested in consumer protection.

Our leaflets explain CPIN’s role in standards development and why consumer participation is vital. We summarize CPIN’s priority areas and highlight key standards that have improved positive outcomes for consumers.

Our resources provide a valuable overview of what we do. However, if you would like to know more, please contact BSI’s Consumer Team at consumer@bsigroup.com to find out more.

All of our leaflets are free to download.

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 >

CPIN priorities

CPIN focuses its work in five areas where it feels it can have the greatest positive impact on consumers. These are all horizontal issues, relevant to a wide range of goods and services.

Consumer safety

Consumers have a right to expect that the products and services they use are safe. Standards complement the strong regulatory framework that exists in the UK.

Find out how CPIN addresses safety issues across a wide range of products and services and plays a vital role in enhancing consumer protection minimizing the risk of harm.

Download PDF >

Consumer vulnerability

Anyone can be vulnerable at any time and it is important that organizations are able to recognize and support those who may be vulnerable. Inclusive design and fair and flexible service are key.

Find out how CPIN works with regulators, businesses to raise awareness of vulnerability and how it contributes to standards to improve positive outcomes for people in vulnerable situations.

Download PDF >

Digital

Find out how CPIN addresses digital issues in standards to unlock benefits for consumers but also protect privacy and security. We live in an increasingly digital world. Many aspects of our daily lives are affected by digital technology – from smart homes, domestic appliances, toys and watches, to mobile phones and our interactions with organizations.

Download PDF >

Services

We all use services every day, from healthcare and financial services, to utilities, entertainment, travel and tourism. Services are vital to consumers and the economy, but they are evolving fast as global markets and digital technology increase.

Find out how CPIN works to improve customer service, provision of information and effective complaints handling in a wide range of services.

Download PDF >

Building ethics into standards

Standards play a vital role in improving consumer outcomes, by detailing good practice for organizations to follow.

They help build ethical behaviour into all aspects of their business, to secure consumer trust and avoid reputational damage through poor practice.

Download PDF >

Sustainability

Sustainability has never had a higher profile or been more important; tackling climate change is on all nations’ agendas, with a global demand to minimise carbon emissions.

See how CPIN plays an essential role in enabling consumers to live sustainable lifestyles, through effective consumer representation in British Standards.

Download PDF >

Standards at a glance

Privacy by design for consumer goods and services — Part 1: High-level requirements - BS ISO 31700-1:2023

In an increasingly digitally connected world, where everyday items such as fridges, doorbells and children’s toys have the ability to collect and process personal data, the need to protect consumer privacy has never been greater. Consumers need robust privacy controls to be built into goods and services, and adequate tools to manage privacy preferences. Without these, consumers’ personal data, and control of their devices, can fall into the hands of strangers and criminals, threatening their emotional wellbeing and their financial and physical safety.

BS ISO 31700-1 helps organizations to do the right thing, inspiring customer confidence that the goods and services they buy, and use will not jeopardize their privacy and put them at risk of harm.

Download PDF

 

Electric vehicles – Accessible charging – Specification - PAS 1899: 2022

All users of EVs deserve equal access and opportunities. If public chargepoints are not designed and installed in a way that takes account of the needs of disabled people with a wide range of needs and abilities, this could create problems for a large number of EV drivers and passengers, leading to harm such as being unable to charge their cars in an emergency and becoming stranded.

PAS 1899 is a document that sets out good practice in delivering inclusive and accessible public chargepoints for electric vehicles (EVs).

Download PDF

 

Bringing safe products to the market - PAS 7050

Product safety is not always front of mind for consumers at the point of purchase. They (understandably) assume that all products that reach the market have been through robust safety-assurance processes and may be unaware of potential risks. These risks can be exacerbated by recent developments in how products are made available to consumers.

PAS 7050 is a key part of the UK’s consumer protection toolkit, working in tandem with legislation and other product safety standards to help ensure that only safe products reach consumers.

Download PDF

Button and coin batteries - PAS 7055 2021

Some safety standards specifically addressing button batteries, such as those for toys, medical devices, and electrical devices, already exist. However, there are many other consumer products that contain button batteries for which there were previously no relevant safety standards.

PAS 7055 helps to close this protection gap by giving organizations clear guidance on how to minimize the risk of consumer harm from button batteries.

Download PDF

Guidelines for business-to-consumer electronic commerce transactions - BS ISO 10008:2022

E-commerce has exploded in recent years, offering consumers greater convenience and choice, better access to information such as ratings and reviews and, often, lower prices. But shopping online changes the nature of the trader-consumer relationship, putting consumers in a weaker position.

BS ISO 10008 is an international, voluntary standard that provides guidance for organizations on how to design, develop, implement, maintain, and improve effective and efficient systems for B2C e-commerce.

Download PDF

 

 Consumer vulnerability - BS ISO 22458:2022

Consumers are at risk of harm if businesses don’t recognize that they are vulnerable or understand how this impacts their lives. Without the right help or support, consumers in vulnerable situations may be unable to access suitable or affordable products and services, understand information, make decisions in their best interests, or pursue complaints.

BS ISO 22458 is an international standard that aims to increase positive outcomes for vulnerable consumers when dealing with service providers and reduce the risk that they will experience harm.

Download PDF

 

Ageing societies – Framework for dementia-inclusive communities - BS ISO 25552:2022

Without good understanding of dementia, and guidance on how to support those living with it, there is a risk of unfair treatment or exclusion.

BS ISO 25552 aims to help people with dementia live as independently as possible, giving them the opportunity and ability to participate in society as much as they wish. It also aims to reduce stigma and discrimination and help people with dementia feel safe and comfortable, improving their quality of life.

Download PDF 

Key consumer standards

Children’s playgrounds

Playgrounds are an important part of childhood, providing adventure, exploration and fun. But it is essential that they are managed carefully, to maintain risks at an appropriate level.

The BS EN 1176 series spells out good practice in the design, manufacture, installation and maintenance of playground equipment in public spaces.

Download PDF >

Customer service

Find out how the British Standard for customer service, BS 8477, can help companies to deliver a consistently high level of service, which can keep their customers happy and loyal to the brand.

Download PDF >

Online reviews

Consumers spend billions of pounds on goods and services each year, influenced by online reviews. So, it is important that they can be trusted. BS ISO 20488 Online Consumer Reviews details good practice for the collection, moderation and publication of reviews, helping organizations to stamp out fake reviews and build consumer trust.

Download PDF >

Delivering fair, flexible and inclusive services for all.

Find out how BS ISO 22458: Consumer Vulnerability can help service providers to understand, identify and support consumers in vulnerable situations.

Download PDF >

Toys

Playing safe: How the British Standard for toy safety (BS EN 71) makes life safer for families.

Download PDF >

Web accessibility

Websites should be easy to access and navigate for people with a wide range of needs and abilities. Find out how the British Standard for web accessibility (BS 8878) makes life easier.

Download PDF >

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