SIST EN 12522:2025
(Main)Furniture removal activities - Furniture removal for private individuals - Service specification
Furniture removal activities - Furniture removal for private individuals - Service specification
This document specifies the requirements for a furniture removal service and its provision and the general terms and conditions of contract subject always to any applicable national legislation, licensing or contractual constraints.
This document applies only to furniture removal services for private individuals where the contract is entered into by an individual or by an employer or relocation agent when the latter requires the moving of personal property, generally consisting of non-commercial property and/or property which is in current use.
Umzugsdienste - Umzug für Privatpersonen - Teil 1: Festlegung von Dienstleistungen
Dieses Dokument legt die Anforderungen für die Umzugsdienstleistung und deren Bereitstellung sowie die allgemeinen Vertragsbedingungen fest, die stets der anwendbaren nationalen Gesetzgebung, Genehmigungen oder vertraglichen Einschränkungen unterliegen.
Dieses Dokument ist nur für Umzugsdienstleistungen für Privatpersonen anwendbar, bei denen eine Person, Arbeitgeber oder Umzugsvermittler einen Vertrag abgeschlossen hat und der Auftrag für den Umzug persönlichen Besitzes gilt, das im Allgemeinen aus nicht kommerziell genutztem Besitz und/oder in derzeitiger Verwendung befindlichem Besitz besteht.
Activités de déménagement - Déménagement de particuliers - Partie 1: Spécifications de service
Le présent document spécifie les exigences relatives à un service de déménagement et à sa mise en œuvre, ainsi que les conditions générales du contrat, sous réserve de toute législation nationale, licence ou contrainte contractuelle applicable.
Le présent document s’applique exclusivement aux services de déménagement de particuliers, lorsque le contrat engage un particulier, un employeur ou un organisme de relogement et que cette mobilité exige le déplacement de biens personnels généralement constitués de biens à caractère non professionnel et/ou d’usage courant.
Transportne storitve selitve pohištva - Selitev pohištva zasebnih naročnikov - Specifikacija storitve
Ta dokument določa zahteve za storitev selitve pohištva in njeno zagotavljanje ter splošna pogodbena določila in pogoje, ki so vselej predmet veljavne nacionalne zakonodaje in licenčnih ali pogodbenih omejitev.
Ta dokument se uporablja samo za storitve selitve pohištva zasebnih naročnikov, pri čemer pogodbo sklene posameznik ali delodajalec oziroma agent za selitev, kadar slednji zahteva selitev osebne lastnine, ki je običajno sestavljena iz nekomercialne lastnine in/ali lastnine, ki je trenutno v uporabi.
General Information
Relations
Standards Content (Sample)
SLOVENSKI STANDARD
01-februar-2025
Transportne storitve selitve pohištva - Selitev pohištva zasebnih naročnikov -
Specifikacija storitve
Furniture removal activities - Furniture removal for private individuals - Service
specification
Umzugsdienste - Umzug für Privatpersonen - Teil 1: Festlegung von Dienstleistungen
Activités de déménagement - Déménagement de particuliers - Partie 1: Spécifications de
service
Ta slovenski standard je istoveten z: EN 12522:2024
ICS:
03.080.30 Storitve za potrošnike Services for consumers
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
EN 12522
EUROPEAN STANDARD
NORME EUROPÉENNE
December 2024
EUROPÄISCHE NORM
ICS 03.080.30 Supersedes EN 12522-1:1998, EN 12522-2:1998
English Version
Furniture removal activities - Furniture removal for
private individuals - Service specification
Activités de déménagement - Déménagement de Umzugsdienste - Umzüge für Privatpersonen -
particuliers - Spécifications de service Festlegung von Dienstleistungen
This European Standard was approved by CEN on 13 October 2024.
CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this
European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references
concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN
member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by
translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management
Centre has the same status as the official versions.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,
Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Türkiye and
United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2024 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN 12522:2024 E
worldwide for CEN national Members.
Contents Page
European foreword . 4
Introduction . 5
1 Scope . 6
2 Normative references . 6
3 Terms and definitions . 6
4 General principles . 7
4.1 General . 7
4.2 Professionalism of the personnel . 8
4.3 Suitability of the transport material . 8
4.4 Suitability of packaging equipment . 8
5 Initial contact and preliminary information . 8
5.1 Initial contact . 8
5.2 Customer requirements . 8
5.3 Information on origin and destination locations . 8
5.4 Detailing information . 9
5.5 Pre-move survey . 9
6 Core service . 9
7 Optional services . 10
8 Contractual and statutory documents . 11
8.1 Quotation . 11
8.1.1 Content . 11
8.1.2 Information on terms and conditions . 11
8.1.3 Insurance . 12
8.2 Work order . 12
8.2.1 General . 12
8.2.2 Arrival at worksites . 12
8.2.3 Completion of services . 12
9 Principles governing the terms and conditions of the contract . 13
9.1 Terms and conditions of the contract . 13
9.2 Terminology . 13
9.3 Information concerning circumstances affecting the carrying out of the services . 13
9.4 Accuracy of information . 13
9.5 Subcontracting to third parties . 13
9.6 Postponement or cancellation of the contract . 13
9.7 Liability . 13
9.8 Formalities to be followed in the event of claims for loss and/or damage . 13
9.9 Procedures relating to compensation in the event of claims for loss and/or damage . 14
10 Human resources . 14
11 Technical means . 14
11.1 Packaging, vehicles and equipment . 14
11.2 Mobile communications equipment . 15
11.3 Health and safety . 15
11.4 Storage . 15
12 Review and follow-up of the furniture removal service . 15
12.1 Review . 15
12.1.1 Customer feedback. 15
12.1.2 Review feedback . 15
12.1.3 Insurance claims . 15
12.2 Complaint management . 16
12.2.1 Procedure . 16
12.2.2 Dispute resolution . 16
13 Quality management . 16
13.1 General . 16
13.2 Quality policy . 16
13.2.1 Establishing the quality policy . 16
13.2.2 Maintaining the quality policy . 16
13.2.3 Communicating the quality policy . 16
13.2.4 Conducting, controlling and reviewing quality policy responsibilities . 17
13.3 Internal audit . 17
13.3.1 Audit objectives . 17
13.3.2 Audit programme . 17
13.4 Quality manual . 18
13.4.1 Quality control procedures . 18
13.4.2 Control of quality-related documents . 19
13.5 Management review . 19
13.6 Corrective and preventive action . 20
13.6.1 Elimination causes of problems . 20
13.6.2 Inventorisation of number and nature of complaints . 20
13.6.3 Remedial actions . 20
14 Customer protection . 20
14.1 Non-completion of contract . 20
14.2 Confidentiality . 20
14.3 Subcontractors . 20
Bibliography . 21
European foreword
This document (EN 12522:2024) has been prepared by Technical Committee CEN/TC 320 “Transport
services – Logistics and services”, the secretariat of which is held by NEN.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by June 2025, and conflicting national standards shall be
withdrawn at the latest by June 2025.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
This document supersedes EN 12522-1:1998 and EN 12522-2:1998.
The main changes in EN 12522:2024 compared to the previous editions of EN 12522-1:1998 and
EN 12522-2:1998 are as follows:
a) the merging of Parts 1 and 2 of EN 12522 into one document;
b) introduction of internal auditing requirement;
c) reference to electronic media;
d) modernization and simplification of the language.
Any feedback and questions on this document should be directed to the users’ national standards body.
A complete listing of these bodies can be found on the CEN website.
According to the CEN-CENELEC Internal Regulations, the national standards organisations of the
following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia,
Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland,
Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of North
Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Türkiye and the United
Kingdom.
Introduction
This document specifies the requirements for a furniture removal service for private individuals and for
the provision of that service:
— the service: all the services agreed upon between the service provider and the customer within the
contract including elements which allow the service to be assessed;
— the provision of the service: all the means utilized by the service provider which include the
personnel, the equipment, the organization and the budget for carrying out the service.
The objectives are as follows:
— to deliver customer satisfaction;
— to enable customers to see clearly the services offered by competing service providers and to
compare them on a similar basis;
— to provide customers with confidence that a quality service will be provided;
— to enable service providers to operate against clearly defined specifications for their activities;
— to regularize the provision of furniture removal services on a common basis regardless of territory.
1 Scope
This document specifies the requirements for a furniture removal service and its provision and the
general terms and conditions of contract subject always to any applicable national legislation, licensing
or contractual constraints.
This document applies only to furniture removal services for private individuals where the contract is
entered into by an individual or by an employer or relocation agent when the latter requires the moving
of personal property, generally consisting of non-commercial property and/or property which is in
current use.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https://www.iso.org/obp
— IEC Electropedia: available at https://www.electropedia.org/
3.1
furniture removal service
removal of household furniture and effects which are subject to the furniture removal contract including
the loading of the furniture at the origin address, its transport and unloading at the destination address
3.2
pre-move survey
service provider’s assessment of the property to be removed and the services to be provided, achieved
either by a visit to the address(es) concerned or by virtual (electronic) means, enabling an accurate
quotation to be drawn up
3.3
quotation
detailed proposal of the furniture removal service and of the offer price, issued by the service provider to
the customer either by hard copy or in electronic format, with terms and conditions
3.4
furniture removal contract
quotation and terms and conditions accepted by the customer either by hard copy or in electronic format
3.5
work order
contractual document which includes instructions for the furniture removal service and which allows its
follow-up
3.6
provision of the furniture removal service
means utilized by the service provider which include the personnel, the equipment, the organization and
the budget in order to carry out the service as required under the furniture removal contract
3.7
packing
wrapping, packaging, dismantling of the property being moved, as necessary to protect it during the
handling and transport operations
3.8
handling
carrying, loading and unloading at various stages and locations during the removal from the origin
address to the destination address
3.9
transport
transportation in a vehicle, container or by any other suitable means from the origin address to the
destination address and any intermediate locations
3.10
delivery
unloading, unpacking, re-assembly and positioning in accordance with the contract
3.11
inspection of pre-existing conditions
joint inspection for the recording of pre-existing conditions before commencement of work, at both origin
and destination locations, with the customer and service provider signing the work order
3.12
loss and/or damage insurance
insurance either contracted directly by the customer or through the service provider in order to cover
the customer’s property against loss and/or damage which could occur during the course of the furniture
removal service
4 General principles
4.1 General
The provision of a generally acceptable, customer-oriented furniture removal service requires the
detailed gathering and timely supply of accurate and relevant information and the application of human
and technical skills and means at each of the following three phases:
a) gathering, preparation/presentation of preliminary information;
b) provision of the furniture removal service;
c) review and follow-up of the furniture removal service.
The service provider shall ensure that all administrative, commercial and operational personnel involved
in the three phases of the performance of the service are familiar with this document and how to meet its
requirements.
4.2 Professionalism of the personnel
The service provider shall ensure that the personnel deployed on its services demonstrate punctuality,
courtesy, good presentation and honesty.
The team foreman is the company's operational representative and shall be fully acquainted with the
general and special conditions of the furniture removal contract and work order. They shall ensure that
the services rendered comply with the specifications agreed upon and that the furniture removal
operation is conducted in safety.
4.3 Suitability of the transport material
The customer's property shall be transported in vehicles (and/or containers or other means) which are
suitable for the work to be undertaken. The transport equipment used shall be clean and tidy.
The service provider shall ensure that they are familiar with all the relevant legal requirements.
4.4 Suitability of packaging equipment
The packaging materials used shall be suitable, i.e. clean, of appropriate type, size and strength to protect
their contents and these qualities shall be maintained for the duration of the move. Wherever feasible,
reusable/recycled/recyclable materials should be used. Bedding, clothing, crockery and kitchen utensils
shall be packed under generally acceptable hygienic conditions.
5 Initial contact and preliminary information
5.1 Initial contact
Following the initial contact with the customer the assessment of the work to be undertaken shall be
carried out by competent personnel of the service provider using skills acquired through training and
practical experience.
5.2 Customer requirements
The service provider shall seek to obtain from the customer all information required in order to carry out
the furniture removal service in accordance with the customer’s requirements and the service provider’s
established procedures. This shall include information relating to:
a) the core service;
b) any additional optional services;
c) any relevant information provided by the customer that could impact the service.
NOTE 1 Obtaining some of the necessary information might involve contact with other parties such as landlord
and statutory authorities (e.g. access, parking restrictions etc.).
NOTE 2 See 9.3 and 9.4 for further information.
5.3 Information on origin and destination locations
The service provider shall seek to obtain all relevant information relating to the origin and, if known,
destination locations which could affect the physical performance of the removal. A risk assessment shall
be carried out so that the relevant measures can be taken to carry out the move safely.
NOTE These arrangements can be subject to consumer protection law and/or national regulations.
5.4 Detailing information
The service provider shall ensure that the potential customer is made aware of the detailed structure of
the service and also the importance of gathering adequate, accurate information to enable the quotation
to be prepared, and shall establish procedures for gathering and formulating such information. The
service provider shall advise the customer of the need for all relevant information to be provided to
ensure that no incorrect assumptions are made.
5.5 Pre-move survey
The service provider should undertake a pre-move survey of the property to be moved and the premises
from which they are to be collected, wherever this is practicable. The survey can be carried out either
directly or through another service provider and can be either by a visit in person or by electronic means
(“virtual survey”). Other means of gathering the information (e.g. from a list provided by the customer)
may be used.
6 Core service
The breakdown of the minimum furniture removal service shall be as follows:
a) initial contact a
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