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Consumer champions
face when using a particular product or service,” says Julie. “Sometimes they will participate directly on technical committees as a member of the consumer stakeholder group. When this is not possible, they can participate indirectly by sharing valuable insight with CPIN reps, to inform their consumer objectives for a specific standard – this all helps to strengthen the consumer voice in standards development. “BSI publishes around 3,000 standards
every year and CPIN has finite resources, so we have to be very focused and use our representatives where they can have the greatest impact,” says Julie. To help CPIN decide how to prioritise its work it has five priority areas; consumer safety, consumer vulnerability, digital, services and sustainability. The focus on sustainability is in response
to increasing demands from consumers who want to know about a product or service’s ethical status. A standard that led the way was ISO 26000 Guidance on Social Responsibility. This groundbreaking standard, including consumer issues as one of its core subjects while providing guidance for organizations on other issues such as human rights, working practices, environmental policies, sustainable development, and impact on local communities. “People want to know if a product has been ethically produced, if the company treats its staff well,” said Julie. “They need guidance in choosing ethical products and services and they want to be assured it’s not just a box-ticking exercise. Standards, such as ISO/TS 17033, Ethical claims and supporting
organizations to address how this trend of people being pushed online is changing behaviour and patterns of engagement and how these emerging markets are impacting on vulnerable people,” said Nikki. Julie added, “We started the conversation on this standard three years ago, before Covid and before the cost-of-living crisis, and in that time it has become even more important – this is the most timely moment for it to be published.” The consumer voice is not only heard in
information, provide a means of assurance that criteria have been met for a product or service to be deemed ethical.” The growth of e-commerce and digital is another important area where CPIN and the Consumer Forum are very active. “In terms of the digital space, we are trying to forward- think as much as possible,” said Nikki. A recent example is a Consumer Forum
workshop with the Alan Turing Institute which, alongside BSI and other partner organizations, is setting up an Artificial Intelligence (AI) Standards hub. “AI is a principal area of focus for us because of its potential for detriment to consumers. We were able to put our point across about the need for algorithms used in AI to be without bias, transparent and accessible,” said Nikki (see ‘Standards support ethical artificial intelligence’ page 18).
“The introduction of products such as smart appliances connected to the internet has created a whole new set of risks that need to be addressed,” Nikki added. “For example, you can now turn on appliances remotely when you’re away from home, but most manufacturers say appliances shouldn’t be left unattended. This has to be resolved in a way that protects consumers’ safety.” There are also consumers in vulnerable situations who risk being left behind or excluded by the digital revolution. Consumer vulnerability – which may be caused by a wide range of risk factors – is the focus of a new international standard, BS ISO 22458 published in April (see ‘Protecting vulnerable customers in a changing world’ page 4). “The standard provided an opportunity to work with a wide range of consumer
The growth of e-commerce and digital is another important area where CPIN and the Consumer Forum are very active
Nikki Stopford
the development of individual standards but also influences UK and international standards policy. Nikki represents consumer interests on BSI’s Standards, Policy and Strategy Committee (SPSC) i which advises and reports to BSI’s board. BSI links into consumer representation at international level via the ISO Consumer Policy Committee (ISO/COPOLCO) of which BSI’s Consumer Policy lead, Sadie Dainton, is currently the chair. ISO/COPOLCO advises ISO on policy and standards-related matters from a consumer perspective. It brings NSBs and consumer stakeholders together to highlight key global consumer policy issues and share best practices to build consumer participation at national level. “BSI operates within a global market and, with the growth of e-commerce, consumer issues transcend geographical boundaries,” says Nikki. “Around 95% of standards that BSI publishes are international standards so there are clear benefits if we can come together and develop standards that protect consumers at an international level.”
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