This document describes the elements of workforce turnover and retention and provides comparable measures for internal and external reporting. This document also highlights issues that need to be considered when interpreting the turnover and retention data, especially when deciding on the appropriate intervention internally and when reporting this to external stakeholders (e.g. regulators, investors).

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This document provides examples of good practices in stormwater management related to ISOÂ 24536Â and information on standards and guidelines used in various countries.

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This document specifies requirements for the competences and qualifications of legal translators, revisers and reviewers, best translation practices and the translation process directly affecting the quality and delivery of legal translation services. In particular, it specifies the core processes, resources, confidentiality, professional development requirements, training and other aspects of the legal translation service provided by individual translators.
Fulfilment of all the requirements set out in this document enables the individual legal translator to demonstrate conformity of their legal translation services to this document and their capability to maintain a level of quality in legal translation services that will meet the client's and other applicable specifications.
The use of output from machine translation, even with post-editing, is outside the scope of this document. Consulting of a machine translation resource by a legal translator, does not constitute use of raw machine translation plus post-editing.
This document does not apply to interpreting services.

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  • Standard
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  • Standard
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This document establishes the requirements and recommendations for facilitators and healthcare providers in medical tourism. This document intends to ensure quality service provision for tourists in order to meet the expectations of tourists travelling for medical reasons as a primary motivation. This document does not apply to thalassotherapy centres, medical spas or wellness spas.

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    19 pages
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This document specifies guidelines for the implementation of continuous monitoring systems for drinking water quality and operational parameters in drinking water distribution networks. It provides guidance for determining the: — effective number of continuous monitoring stations in the drinking water distribution network; — location of monitoring stations in the drinking water distribution network; — types of operational and drinking water quality parameter measuring devices (MDs) that can be installed in a continuous monitoring station; — quality control, maintenance and calibration requirements of the continuous monitoring system. This document excludes guidance on the design, structure, number and type of MDs to be installed in a continuous monitoring system.

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This document establishes requirements and guidance for clients working with one or more service provider(s) to carry out the assessment of an individual, a group or an organization for work-related purposes. This document enables the client to base its decisions on sound assessment results. This document specifies the requirements of the client with respect to: a) the needs and rationale for using assessments; b) the conditions under which the assessment will be used; c) the decisions about the assessment approach together with the implementation and evaluation of assessment procedures and methods; d) the required competence and professionalism of any person working under its control with a role in the assessment process; e) the decisions about the access, use and storage of assessment results and subsequent reports; f) organizational decisions related to the delivery of assessment services. This document also specifies assessment approaches and procedures that can be carried out for one or more work-related purposes made by or affecting individuals, groups or organizations, including, but not limited to: — employment-related decisions (e.g. recruitment, selection, development, appraisal, promotion, outplacement, succession planning and reassignment); — career-related decisions (e.g. recruiting, coaching, guidance, vocational rehabilitation and outplacement counselling); — group decisions (e.g. training initiatives, team building); — organizational decisions (e.g. restructuring, morale and culture initiatives, mergers and acquisitions). No detailed technical or professional specifications are included within this document; however, an explanation of some of the more common professional quality principles used in assessment (e.g. validity, reliability, fairness, standardization) are included in Annex B. Despite the informative nature of this annex, the quality of assessment procedures and methods is important to the client in relation to the purposes of the assessment, the relevance of the measures involved, their validity, reliability, fairness, standardization and any issues relating to special needs of the assessment participant and other factors that affect the practicality, acceptability and utility of the assessment. NOTE 1 Requirements for the service provider are specified in ISO 10667-2. NOTE 2 See Bibliography for examples of various professional guidelines and national standards. This document does not detail the specific competences required for assessors as these are dependent upon the nature of the assessment. NOTE 3 See Annex C for further information on assessor competence.

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This document establishes requirements and guidance for one or more service provider(s) in working with a client to carry out the assessment of an individual, group or organization for work-related purposes and to deliver quality assessment services. This document addresses the requirements for the service provider with respect to, among other areas: a) the choice, integration, implementation and evaluation of assessment procedures and methods in making recommendations to a client who has an assessment need, carrying out and delivering such assessments, and assisting the client in communicating with assessment participants and others; b) the interpretation of assessment results and subsequent reports; c) the collection, processing and storage of personal data of assessment participants and of assessment data; d) ensuring the required competence and professionalism of any person working under its control with a role in the assessment process; e) organizational decisions related to the delivery of assessment services. This document also specifies assessment approaches and procedures that can be carried out for one or more work-related purposes made by or affecting individuals, groups or organizations, including, but not limited to: — employment-related decisions (e.g. recruitment, selection, development, appraisal, promotion, outplacement, succession planning and reassignment); — career-related decisions (e.g. recruiting, coaching, guidance, vocational rehabilitation and outplacement counselling); — group decisions (e.g. training initiatives, team building); — organizational decisions (e.g. restructuring, morale and culture initiatives, mergers and acquisitions). No detailed technical or professional specifications are included within this document; however, an explanation of some of the more common professional quality principles used in assessment (e.g. validity, reliability, fairness, standardization) are included in Annex B. Despite the informative nature of this annex, the quality of assessment procedures and methods is important to the client in relation to the purposes of the assessment, the relevance of the measures involved, their validity, reliability, fairness, standardization and any issues relating to special needs of the assessment participant and other factors that affect the practicality, acceptability and utility of the assessment. NOTE 1 Requirements for the client are specified in ISO 10667-1. NOTE 2 See Bibliography for examples of various professional guidelines and national standards. This document does not detail the specific competences required for assessors as these are dependent upon the nature of the assessment. NOTE 3 See Annex C for further information on assessor competence.

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This document establishes the requirements and recommendations of competencies and the related expected results of competencies for adventure tourism activity leaders common to any adventure tourism activity, which can affect the quality and safety of the services provided. It can be used by all types and sizes of providers operating in different geographic, cultural and social environments. This document does not apply to diving leaders, for whom References [1], [2] and [4] to [9] apply.

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This Technical Specification 'Service model for social care alarms', provides a framework and recommendations for the roles and responsibilities of the different actors in the social care alarm service chain.
The following topics are included in this technical specification:
1. Service user perspective: objectives, roles, needs and processes
2. Process description on service chain, including:
- service user experience, instruction and installation, use, service accessibility, response arrangements, access management.
- marketing, sales, referral, review and termination;
- customer billing and collection
3. Good practice of service delivery: quality and risk management, including security, privacy and for instance requirements for infrastructure.
Technology and organization structure independent are important features of this technical specification, the service model for social care alarms.

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This document specifies requirements for the provision and operation of indirect, temperature-controlled refrigerated delivery services for refrigerated parcels which contain temperature-sensitive goods (including foods) in land transportation. It includes all refrigerated delivery service stages from acceptance (receipt) of a chilled or frozen parcel from the delivery service user to its delivery at the designated destination, including intermediate transfer of the refrigerated parcels between refrigerated vehicles or container and via a geographical routing system. This document also includes requirements for resources, operations and communications to delivery service users. It is intended for application by refrigerated delivery service providers. This document does not cover requirements for: a) refrigerated parcel delivery via modes of transport such as airplane, ship or train; b) refrigerated parcels that are transported in ambient temperatures due to the fact that they contain their own refrigeration materials (for example, ice packs, refrigerated foam bricks, dry ice blocks) and are surrounded and enclosed by sealed thermo protective packaging that creates a separate refrigerated climate to that provided within the delivery service. However, these types of refrigerated parcels may be transported through a refrigerated delivery service; c) direct refrigerated delivery services in which chilled parcels and frozen parcels are collected from the delivery service user and transported directly to a recipient without in-transit transfer; d) the quality or the measurement of the temperature of the contents of the chilled parcels or frozen parcels being delivered and their pre-point of receipt state, however it does set the requirements for the refrigerated delivery service carrying them; e) Medical devices and medical equipment and pharmaceuticals might be subject to specific legislation and require specific transport requirements and are therefore, excluded from the scope of this document. NOTE Resources covered by requirements of this document include facilities, refrigerated vehicles, cold stores, and staff members. This document is not limited to covering specific sizes of vehicles, as long as the performance requirements can be met. Land transport refrigerated vehicles which are conveyed in a ship as roll-on/roll-off vehicles are covered by this document. While this document does not cover requirements directly relating to the quality or safety of the refrigerated parcels being delivered, attention is drawn to specific country legislation that might require a refrigerated delivery service provider to adhere to additional requirements outside of this document, such as monitoring the temperature of the refrigerated parcel itself, or specific requirements regarding the segregation of different types of refrigerated parcel. It is important to note that the contents of refrigerated parcels referenced within this document are not limited to edible or perishable products.

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This document provides guidelines on alternative drinking water service (ADWS) provision during a crisis. This document addresses: a) ADWS principles and methods; b) ADWS operational planning and implementation. This document is not applicable to: 1) planned water supply interruptions forming part of drinking water utilities' normal operations; NOTE However, many of the principles and methods described can be appropriate in such circumstances. 2) drinking water supplied for the ongoing operation of key establishments and facilities during a crisis, such as hospitals, homes for the aged, schools, reception facilities and vital plants; 3) water supplied for industrial, agricultural or commercial purposes; 4) water supplied to temporary settlements such as refugee camps; 5) the development and implementation of a crisis management system for water service, which is covered by ISO 24518 and ISO/TS 24520.

  • Standard
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This document specifies requirements for the competences and qualifications of legal translators, revisers and reviewers, best translation practices and the translation process directly affecting the quality and delivery of legal translation services. In particular, it specifies the core processes, resources, confidentiality, professional development requirements, training and other aspects of the legal translation service provided by individual translators. Fulfilment of all the requirements set out in this document enables the individual legal translator to demonstrate conformity of their legal translation services to this document and their capability to maintain a level of quality in legal translation services that will meet the client's and other applicable specifications. The use of output from machine translation, even with post-editing, is outside the scope of this document. Consulting of a machine translation resource by a legal translator, does not constitute use of raw machine translation plus post-editing. This document does not apply to interpreting services.

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  • Standard
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This document establishes quality requirements and recommendations for hotels regarding staff, service, events, entertainment activities, safety and security, maintenance, cleanliness, supply management and guest satisfaction. The requirements are applicable regardless of their classification and category, and whether the services are provided directly by internal staff or by a subcontractor.

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This document establishes minimum requirements for commercial and non-commercial harbours for yachts (defined for the purposes of this document in 3.24) to deliver luxury facilities and services to the yachting community. It details the requirements for a luxury yacht harbour to be considered a luxury facility, providing exceptional levels of customer service to meet the user's needs in a time-efficient way. This document does not cover specifics of yards, dry stacks, dry-docking areas, dry storages, fuel stations or nearby beaches. This document does not cover risks in case of abnormal weather conditions above wind force 9 on the Beaufort scale, extreme sea conditions or rogue waves.

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This standard specifies hygiene requirements before, during tattooing and tattoo aftercare. It provides guidance for tattooists and their routine interactions with clients and public authorities. It gives guidance for the correct procedures to be used to ensure optimum protection of the client, the tattooist and others in the tattoo workspace.

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This document specifies the form and content of warranties/guarantees that a manufacturer and/or supplier can use to address reasonable expectations of products by consumers. This document is applicable to transactions between businesses and consumers of new and used products, including online transactions. This document is also applicable to products associated with services to complete a transaction (such as, buying clothes that need alteration).

  • Standard
    11 pages
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This document specifies hygiene requirements before and during tattooing and for aftercare. It gives guidelines for tattooists and their routine interactions with clients and public authorities. It gives guidelines for the correct procedures to be used to ensure optimum protection of the client, the tattooist and others in the tattoo work area.

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This document specifies requirements for service providers with regard to responsible practices for the provision of their services.
This document applies to recreational diving related activities, e.g:
•   scuba diving;
•   snorkelling;
•   free diving (breath hold diving).
Further, this document provides guidance to all stakeholders involved in recreational diving related activities on best practice to minimise negative impact on the aquatic environment and to optimise positive outcomes.
This document will also provide consumers with a method of identifying and comparing service providers who follow environmental best practice.

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This document specifies requirements for training programmes designed to educate participants in environmental awareness and sustainable practices in recreational diving activities.
The training programme consists of theory and an optional practical part (water session).

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This document specifies requirements for service providers with regard to responsible practices for the provision of their services.
This document applies, but is not limited, to recreational-diving-related activities, for example:
— scuba diving;
— snorkelling;
— free diving (breath hold diving).
Further, this document provides guidance to all stakeholders involved in recreational-diving-related activities on best practice to minimize negative impact on the aquatic environment and to optimize positive outcomes.
NOTE In this document the term "aquatic" refers to all bodies of water.
This document helps stakeholders to identify and compare service providers who follow environmental best practice.

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This document specifies requirements for training programmes designed to educate participants in environmental awareness and sustainable environmental practices in recreational diving activities.
The training programmes consist of theory and an optional practical training segment water session.

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This document provides guidance to stormwater management authorities and relevant stakeholders on both structural and non-structural stormwater management approaches. The guidance includes consideration of relevant policies, planning, design criteria and implementation processes for stormwater management, and performance evaluation. This document can be applied to new stormwater systems and to the extension or improvement of existing systems for both fully separated and combined storm and sanitary sewers. This document is applicable to stormwater sewer systems as well as combined sewer systems. This document is not applicable to sanitary sewer systems.

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This document sets out the requirements for the provision of funeral services with respect to education, transport, facilities, advisory services, and care of the deceased for both burial and cremation services.
This document is applicable to all funeral professionals, funeral homes, and funeral-related services at cemeteries and crematoria as well as any other person(s) providing funeral services of any kind.
This document does not apply to product-related technical requirements. Occupational health and safety requirements are not covered by this document.

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This document sets out the requirements for the provision of funeral services with respect to education, transport, facilities, advisory services, and care of the deceased for both burial and cremation services.
This document is applicable to all funeral professionals, funeral homes, and funeral-related services at cemeteries and crematoria as well as any other person(s) providing funeral services of any kind.
This document does not apply to product-related technical requirements. Occupational health and safety requirements are not covered by this document.

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This document provides requirements and recommendations for the provision of professional beauty
salon services. These services relate to the delivery of beauty treatments regardless of where the
service is delivered.
This document provides requirements and recommendations for the delivery of beauty treatments
performed by a suitably qualified beauty therapist. Recommendations are provided for client
management to ensure client safety during any beauty treatments. The delivery of beauty salon services
is limited to the boundaries of the qualification of the individual beauty therapists obtained through a
recognized education provider.
Medical procedures including aesthetic surgical procedures and cosmetic injectable procedures
including sclerotherapy are excluded from the scope of this document.
Hairdressing, barbering and body art tattooing services are also excluded from the scope of this
document.

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This document specifies requirements for service providers with regard to responsible practices for the provision of their services. This document applies, but is not limited, to recreational-diving-related activities, for example: — scuba diving; — snorkelling; — free diving (breath hold diving). Further, this document provides guidance to all stakeholders involved in recreational-diving-related activities on best practice to minimize negative impact on the aquatic environment and to optimize positive outcomes. NOTE In this document the term "aquatic" refers to all bodies of water. This document helps stakeholders to identify and compare service providers who follow environmental best practice.

  • Standard
    8 pages
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  • Standard
    9 pages
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This document specifies requirements for training programmes designed to educate participants in environmental awareness and sustainable environmental practices in recreational diving activities. The training programmes consist of theory and an optional practical training segment water session.

  • Standard
    7 pages
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  • Standard
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This document for fitness centres specifies minimum requirements for structured exercise and physical activity. This includes requirements for equipment and any associated facilities, if present, together with the operational and managerial procedures for delivering the service.
This European Standard is applicable to all publically accessible fitness centres where diverse structured exercise and/or physical activity for groups and/or individuals are delivered in a safe and controlled environment .
NOTE   In the event that the fitness centre is designed to be accessible to people with disability and/or impairments, attention is drawn to any relevant national guidelines.
This European Standard excludes any permanently installed outdoor fitness equipment according to EN 16630 or stationary exercise equipment for medical use according to directive 93/42/EWG. ((To be discussed later after clarification with committee for training equipment and outdoor fitness equipment.))
Additional services such as spa services, child care, tanning beds, swimming pools, nutritional counselling, facilities for racket sports etc. are not included in this part. ((To be discussed whether to remove this paragraph.))

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Interruption of work due to appeal from UNE against BT Decision 69/2017 (SV on 2018-03-07).

  • Standard
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This document for fitness centres specifies minimum requirements for structured exercise and physical activity. This includes requirements for equipment and any associated facilities, if present, together with the operational and managerial procedures for delivering the service.
This European Standard is applicable to all publically accessible fitness centres where diverse structured exercise and/or physical activity for groups and/or individuals are delivered in a safe and controlled environment .
NOTE   In the event that the fitness centre is designed to be accessible to people with disability and/or impairments, attention is drawn to any relevant national guidelines.
This European Standard excludes any permanently installed outdoor fitness equipment according to EN 16630 or stationary exercise equipment for medical use according to directive 93/42/EWG. ((To be discussed later after clarification with committee for training equipment and outdoor fitness equipment.))
Additional services such as spa services, child care, tanning beds, swimming pools, nutritional counselling, facilities for racket sports etc. are not included in this part. ((To be discussed whether to remove this paragraph.))

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This document defines individual concepts that together constitute a vocabulary common to different stakeholders with interests in water service provision. It is intended to facilitate common understanding and communication on the provision and management of service activities relating to drinking water supply, wastewater and stormwater systems. The following are within the scope of this document: — definition of a vocabulary common to the different stakeholders; — definition of key elements and characteristics of the service to users; — definition of the components of drinking water supply, wastewater and stormwater systems.

  • Standard
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This document provides guidance for water utilities on the detection and classification of water and wastewater events. The following subjects are within the scope of this document: — publicly and privately owned and operated water utilities. It does not favour any particular ownership or operating model; — all aspects of the drinking water system and the wastewater system; — all causes of abnormal changes in water and/or wastewater service provision capable of detection by monitoring systems including accidents, unexpected operational changes, natural hazards and intentional disruption. This document is independent of the measurement methods used to collect the data. The document focuses on events which could imminently affect the water utility's interested parties. The following are outside the scope of this document: — methods of design and construction of drinking water and wastewater systems; — plumbing and drainage systems not under the control of the water utility. This document does not include details about action taken as a result of event detection. For such details see ISO 24518 and EN 15975 Part 1.

  • Technical specification
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ISO/TR 24524:2019 details the hydraulic, mechanical and environmental conditions generally found in wastewater transport systems from toilets through to wastewater treatment plants, the general powers of wastewater services to manage discharges to sewers, and the responsibilities imposed on wastewater services by applicable local, regional or national legislation.

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    10 pages
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This document gives principles and best practice guidelines for unit pricing displayed by written, printed or electronic means. It includes guidance on — the provision of unit price, — units of measure used to express unit price including: weight, length, volume, count, area and other forms of measure, — the display of unit price, and — implementation, communication and education of consumers. This document is applicable to any retailer, including supermarkets, hardware stores, pharmacies, convenience stores, automotive parts suppliers and pet product suppliers. It is applicable to packaged and non-packaged food and consumer products where the price is displayed, including — at point of sale, including in-store and online, and — when relevant communications about the product are released (including advertising by electronic and printed formats). This document excludes services and merchandise, such as clothing and electronic goods sold as a single item.

  • Standard
    18 pages
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This document specifies requirements for the provision of quality services at medical spas which use natural healing waters (except sea water) and other natural resources. This document does not cover decisions that correspond to the medical profession. This document does not apply to thalassotherapy centres or wellness spa centres.

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    29 pages
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This International Standard provides practical guidance to suppliers on consumer product recalls and
other corrective actions after the product has left the manufacturing facility. Other corrective actions
include, but are not limited to, refunds, retrofit, repair, replacement, disposal and public notification.
This International Standard is intended to apply to consumer products, but might also be applicable to
other sectors.

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ISO 20488:2018 provides requirements and recommendations for the principles and methods for review administrators to apply in their collection, moderation and publication of online consumer reviews. ISO 20488:2018 is applicable to any organization that publishes consumer reviews online, including suppliers of products and services that collect reviews from their own customers, a third party contracted by the supplier, or an independent third party. It is recognized that the different processes related to the collection, moderation and publication can at various times be performed by different organizations. This document is applicable to reviews published online, collected by any methodology.

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    21 pages
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This document provides several examples of varying complexity which illustrate the use and intent of the performance assessment methodology set out in ISO 24510, ISO 24511 and ISO 24512. The document also provides examples of the parallel and similar practices for measuring performance or establishing benchmarks as found in various institutional circumstances. These examples represent practices in a range of utilities (e.g. small, medium and large water utilities; water utilities from developed and developing countries; water utilities in both the public and private sectors; government and non-governmental agencies; and utilities with and without certified management systems). They are drawn from many geographical locations.

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ISO 20245:2017 establishes minimum screening criteria for second-hand goods that are traded, sold, offered for sale, donated or exchanged between countries. ISO 20245:2017 is intended to help protect health, safety and the environment in which second-hand goods interact, when used by consumers. ISO 20245:2017 is applicable to second-hand goods that are shipped across at least one international border, and where the intended end user is a consumer. ISO 20245:2017 does not apply to goods that are remanufactured, rebuilt or refurbished.

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    11 pages
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ISO 20410:2017 sets out the minimum service level and equipment requirements for bareboats offered for charter on inland, coastal and/or offshore waters. It is applicable to any individual or organization that offers a bareboat for charter. ISO 20410:2017: · covers the safety of the bareboat and its occupants, but not associated sport or water-based recreational activities; · excludes boats that are provided with a skipper and/or crew and bareboats that do not have living accommodation; · does not establish the construction requirements for bareboats and equipment provided.

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    15 pages
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  • Standard
    17 pages
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This document provides guidance on addressing chemicals in the development of standards for
consumer-relevant articles. The aim is to minimize the impacts of chemicals of concern on human
health and the environment by complying with, complementing or going beyond legal obligations for these chemicals. Emphasis is given to chemicals in articles posing risks to human health during use. The
environmental dimension is considered, where feasible and where appropriate, for instance by
addressing environmental exposure or persistent or bio-accumulative chemicals.
The Guide is intended to assist in the development of normative provisions for chemicals, particularly in
those areas where specific regulatory provisions (e.g. limit values) for chemicals are absent and are not
envisaged to be implemented in the foreseeable future such as articles covered by the General Product
Safety Directive (2001/95/EC). In so doing, the Guide aims to facilitate the placing on the market of safe
products. In addition, these guidelines can assist those with a general professional interest in consumer
safety.
The Guide including the associated background information document presents a comprehensive
overview of approaches taken on chemicals in various legislative and voluntary tools. It is not intended
to override legal obligations. Both documents reflect the status as of April 2017.
Electrical and electronic equipment, and ICT products, are excluded from the scope as these products
fall under the lead of CENELEC and ETSI, respectively. Food contact materials, materials used in the
supply of drinking water, medical devices, and construction products are also excluded. This is because
comprehensive, detailed and specific regulation on chemicals in these products is either already
available or subject to consideration and debate; because specific approaches are required; or because
performance requirements are supposed to be addressed at national level; or a combination of all these.
Nonetheless, some of the guidance may be useful in areas excluded from the scope of the Guide.
It is envisaged that sector specific guides or standards dealing with chemical hazards in standards for
consumer-relevant articles, where available, should be used in conjunction with the present Guide.
NOTE The Bibliography includes relevant CEN sector guidance documents.

  • Guide
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This International Standard specifies minimum requirements for information to be provided to
participants before, during and after adventure tourism activities.
This International Standard can be used by all types and sizes of providers operating in different
geographic, cultural and social environments.

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  • Standard
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  • Standard
    6 pages
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  • Standard
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ISO/TS 24520:2017 provides guidance to water utilities on good practice in technical aspects of crisis management. ISO/TS 24520:2017 is applicable to all water utilities, of whatever size, whether public or private, that wish to review the effectiveness and efficiency of their service activities relating to preparation for, response to and recovery from a crisis.

  • Technical specification
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This document specifies service requirements for customer contact centres (CCC). It specifies a
framework for any CCC that aims to assist in providing clients and customers with services that
continuously and proactively meet or exceed their needs.
This document is applicable to both in-house (captive) and outsourced (third party operator) CCCs of
all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies
performance metrics (KPIs) as and where required.

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This document specifies requirements for organizations using the services of customer contact centres
(CCC). It aims to ensure that customer expectations are consistently met through the provision and
management of appropriate arrangements with CCCs meeting the requirements of ISO 18295-1.
This document is applicable to clients using CCCs of all sizes, across all sectors including in-house
(captive) centres and outsourced (third party operator) centres, across multiple contact channels,
including voice and non-voice media.

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ISO 18295-1:2017 specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.
ISO 18295-1:2017 is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required.

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ISO 18295-2:2017 specifies requirements for organizations using the services of customer contact centres (CCC). It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of ISO 18295‑1.
ISO 18295-2:2017 is applicable to clients using CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres, across multiple contact channels, including voice and non-voice media.

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ISO 13687-3:2017 establishes minimum requirements for commercial and non-commercial harbours for leisure craft in order to define the high level to deliver services to the boating community for all types of recreational boating activities, excluding the standardization of sports activities. The scope does not cover specifics of boat yards, dry stacks, dry-docking areas, dry storages, fuel stations and nearby beaches. ISO 13687-3:2017 does not cover risks in case of abnormal weather conditions above windforce 9 on the Beaufort scale and extreme sea conditions or rogue waves.

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ISO 13687-1:2017 establishes minimum requirements for commercial and non-commercial harbours for leisure craft in order to define the basic level to deliver services to the boating community for all types of recreational boating activities, excluding the standardization of sports activities. The scope does not cover specifics of boat yards, dry stacks, dry-docking areas, dry storages, fuel stations and nearby beaches. ISO 13687-1:2017 does not cover risks in case of abnormal weather conditions above windforce 9 on the Beaufort scale and extreme sea conditions or rogue waves.

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ISO 13687-2:2017 establishes minimum requirements for commercial and non-commercial harbours for leisure craft in order to define the intermediate level to deliver services to the boating community for all types of recreational boating activities, excluding the standardization of sports activities. The scope does not cover specifics of boat yards, dry stacks, dry-docking areas, dry storages, fuel stations and nearby beaches. ISO 13687-2:2017 does not cover risks in case of abnormal weather conditions above windforce 9 on the Beaufort scale and extreme sea conditions or rogue waves.

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