1、| | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | BRITISH STANDARD BS EN 12522-1:1998 The Eu
2、ropean Standard EN 12522-1:1998 has the status of a British Standard ICS 03.080.30 NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAW Furniture removal activities Furniture removal for private individuals Part 1: Service specificationThis British Standard, having been prepared un
3、der the direction of the Consumer Products and Services Sector Committee, was published under the authority of the Standards Committee and comes into effect on 15 December 1998 BSI 1998 ISBN 0 580 30572 4 BS EN 12522-1:1998 Amendments issued since publication Amd. No. Date Text affected National for
4、eword This British Standard is the English language version of EN 12522-1:1998. The UK participation in its preparation was entrusted by Technical Committee PKW/6, Transportation services, to Subcommittee PKW/6/4, Removal services, which has the responsibility to: aid enquirers to understand the tex
5、t; present to the responsible European committee any enquiries on the interpretation, or proposals for change, and keep the UK interests informed; monitor related international and European developments and promulgate them in the UK. A list of organizations represented on this subcommittee can be ob
6、tained on request to its secretary. Cross-references The British Standards which implement international or European publications referred to in this document may be found in the BSI Standards Catalogue under the section entitled “International Standards Correspondence Index”, or by using the “Find”
7、 facility of the BSI Standards Electronic Catalogue. A British Standard does not purport to include all the necessary provisions of a contract. Users of British Standards are responsible for their correct application. Compliance with a British Standard does not of itself confer immunity from legal o
8、bligations. Summary of pages This document comprises a front cover, an inside front cover, the EN title page, pages 2 to 7 and a back cover.CEN European Committee for Standardization Comite Europe en de Normalisation Europa isches Komitee fu r Normung Central Secretariat: rue de Stassart 36, B-1050
9、Brussels 1998 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 12522-1:1998 E EUROPEAN STANDARD EN 12522-1 NORME EUROPE ENNE EUROPA ISCHE NORM June 1998 ICS 03.080.30 Descriptors: moving, services, specifications, definitions, user
10、supplier relations, estimates, contracts, terms of sale, after-sale, quality English version Furniture removal activities Furniture removal for private individuals Part 1: Service specification Activite sd ed e me nagement De me nagement de particuliers Partie 1: Spe cifications de service Umzugsdie
11、nste Umzug fu r Privatpersonen Teil 1: Festlegung von Dienstleistungen This European Standard was approved by CEN on 13 May 1998. 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 standa
12、rd without any alteration. Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the Central Secretariat or to any CEN member. This European Standard exists in three official versions (English, French, German). A version in any other lan
13、guage made by translation under the responsibility of a CEN member into its own language and notified to the Central Secretariat has the same status as the official versions. CEN members are the national standards bodies of Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece,
14、 Iceland, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and United Kingdom.Page 2 EN 12522-1:1998 BSI 1998 Foreword This European Standard has been prepared by Technical Committee CEN/TC 320, Transportation services, the Secretariat of which is held by DS. Thi
15、s 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 December 1998, and conflicting national standards shall be withdrawn at the latest by December 1998. According to the CEN/CENELEC Internal Regulations,
16、 the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and the United K
17、ingdom. It is Part 1 of a standard on furniture removal for private individuals which includes the two following parts. Part 1: Service specification. Part 2: Provision of service. Contents Page Foreword Introduction 2 1 Scope 3 2 Normative references 3 3 Definitions 3 3.1 furniture removal service
18、3 3.2 furniture removal contract 3 3.3 waybill (instructions and work completion declarations) 3 3.4 quotation 3 3.5 accepted quotation 3 3.6 packing 3 3.7 handling 3 3.8 transport 4 3.9 delivery 4 3.10 formalities at loading and after actual delivery 4 Page 3.11 provision of the furniture removal s
19、ervice 4 3.12 pre-move survey 4 3.13 loss or damage insurance 4 4 Minimum and optional furniture removal service 4 4.1 General principles 4 4.1.1 Professionalism of the personnel 4 4.1.2 Suitability of the transport equipment 4 4.1.3 Suitability of packing material 4 4.2 Initial contact and prelimin
20、ary information 4 4.3 Specifications of the minimum furniture removal service 4 4.4 Recommendations for additional, optional services 5 5 Contractual and statutory document 5 5.1 General 5 5.2 Quotation 5 5.3 Declaration of value 6 5.4 Waybill 6 6 Principles governing the conditions of the contract
21、6 6.1 The conditions of the contract 6 6.2 Services carried out by the company 6 6.3 Information concerning the circumstances affecting the carrying out of the removal 6 6.4 Carrying out of the removal by third parties 6 6.5 Terms of payment 6 6.6 Cancellation of the contract 6 6.7 Liability 7 6.8 P
22、rocedures relating to compensation in the event of claims concerning loss or damage 7 6.9 Formalities to be observed in the event of claims relating to loss or damage 7Page 3 EN 12522-1:1998 BSI 1998 Introduction This standard forms part of a system of reference relative to the removal of household
23、furniture and effects aimed at dealing with the service and with the provision of the service to private individuals conducted by the profession. Within each activity, it has been necessary to make a distinction between the “service” on the one hand, and the “provision of the service” on the other h
24、and: the service: all the services agreed upon between the service provider and the customer within the framework of the contract; includes characteristics which allow this said service to be assessed; the provision of the service: all the means engaged by the service provider which include the pers
25、onnel, the equipment, the organization and the budget with a view to carrying out the service. The systems of reference constitute a beneficial means of achieving the following objectives: to create a dialogue with the customer which is favourable to the profession; to permit customers to identify a
26、nd compare the services offered by companies in order to benefit from the positive spin-off of fair competition in an open market; to protect customers against provision of services, the characteristics of which may not be in compliance with the standards; to allow the professionals of the trade to
27、conduct their activity with the aid of technical specifications that are clearly defined by a common understanding; finally, as regards the single market, to allow the activity to position itself efficiently in order to meet the needs of the European customer by having at its disposal, in particular
28、, harmonized general conditions of contract. 1 Scope This standard specifies the minimum qualitative and quantitative rules and characteristics of a furniture removal service. It also specifies the principles which govern the general conditions of contract of the furniture removal service within the
29、 most appropriate legal and contractual framework within each of the member states. This standard applies only to those activities which relate to the mobility of private individuals where the contract is entered into by an individual or by an employer or relocation agent when the latter requires th
30、e moving of personal property, generally consisting of non-commercial property and/or property which is in current use. 2 Normative references This European Standard incorporates by dated or undated reference, provisions from other publications. These normative references are cited at the appropriat
31、e places in the text and the publications are listed hereafter. For dated references, subsequent amendments to or revisions of any of these publications apply to this European Standard only when incorporated in it by amendment or revision. For undated references the latest edition of the publication
32、 referred to applies. EN 12522-2, Furniture removal activities Furniture removal for private individuals Part 2: Provision of the service. 3 Definitions For the purposes of this standard, the following definitions apply. 3.1 furniture removal service removal of household furniture and effects which
33、are subject to the furniture removal contract (see clause 4 and 4.3) 3.2 furniture removal contract quotation accepted by the customer and supplemented by the waybill (instructions and work completion declarations) 3.3 waybill (instructions and work completion declarations) contractual document, dra
34、wn up in several copies, which includes instructions relative to the furniture removal service and which allows its follow-up 3.4 quotation detailed written proposal of the furniture removal service and of the offer price, drawn up and signed by the service provider 3.5 accepted quotation quotation
35、countersigned by the customer, forming part of a furniture removal contract 3.6 packing packaging, dismantling, protection with a view to ensuring the proper preservation of the property entrusted during the handling and transport operations 3.7 handling carrying from the departure address to the ve
36、hicle or container and from the vehicle or container to the destination address, loading, stowing and unloading in accordance with the professional techniques in use (see EN 12522-2)Page 4 EN 12522-1:1998 BSI 1998 3.8 transport transportation in a vehicle, container or any other suitable method of t
37、ransport from the departure address to the destination address 3.9 delivery unpacking, re-assembly and possibly putting back in place according to the instructions given to the service provider and in accordance to the contract 3.10 formalities at loading and after actual delivery joint final inspec
38、tion at loading and on delivery by the customer and service provider and signing of the waybill 3.11 provision of the furniture removal service means engaged by the service provider which include the personnel, the equipment, the organization and the budget with a view to carrying out the service 3.
39、12 pre-move survey visit by a service provider technician to the customers residence to assess the service to be performed and to gather the necessary information required for drawing up the quotation 3.13 loss or damage insurance insurance provided for as an option to 4.4, contracted directly by th
40、e customer, either through the service provider, acting as an agent for the insurer, or through an insurance company of his own choice in order to cover himself against the risk of material loss or damage which could occur to all or part of the furniture during the course of the furniture removal op
41、erations 4 Minimum and optional furniture removal service 4.1 General principles 4.1.1 Professionalism of the personnel The service provider shall require that the professional personnel that the customer receives in his home combine, in addition to the skills defined in EN 12522-2, the following qu
42、alities: punctuality, courtesy, good presentation and honesty. The team foreman is the companys representative and shall be fully acquainted with the general and special conditions of the furniture removal contract. He shall ensure that according to the contract the service rendered complies with th
43、e specifications agreed upon and that the furniture removal operation is conducted in safety. 4.1.2 Suitability of the transport material The consumers personal property shall be transported in suitable vehicles (and/or containers) which are adequate for the work to be undertaken. The transport equi
44、pment used shall be clean and have a tidy appearance. NOTE The service provider should ensure that he is familiar with all the relevant legal requirements and make clear commitment to apply them. 4.1.3 Suitability of packaging equipment The packaging materials used shall be suitable, i.e. clean, of
45、appropriate shape, size and strength to protect their contents and these qualities shall be maintained during the life of the packaging materials and the duration of the move. Bedding, clothing, crockery and kitchen utensils shall be packed under generally acceptable hygienic conditions. 4.2 Initial
46、 contact and preliminary information The service provider shall ensure that his potential customer is made aware of the detailed structure of his service (see 4.3 and 4.4) and also the importance of gathering adequate, accurate information to enable the quotation to be prepared and shall establish p
47、rocedures for gathering and formulating such information. NOTE It is recommended that the service provider undertake a preliminary physical survey of the effects to be removed, wherever this is practicable. This should be either directly or through employment of the services of another removals prof
48、essional operating to this standard. 4.3 Specifications of the minimum furniture removal service The breakdown of the minimum furniture removal service shall be as follows: a) initial contact; b) preliminary information; NOTE This information, supplied by the service provider at the time of the init
49、ial contact and/or of the premove survey, should include all the advice and recommendations required in order to carry out the service properly. Among the advice and recommendations given to the customer it is essential to explain the consequences of an inaccurate valuation of the furniture and effects and of non-compliance with the conditions set out in 6.8. c) contractual and statutory documents (see clause 5) comprising at least: the quotation incorporating the general and special conditions in compliance with the
