ISO/IEC Guide 14:2018 製品および関連サービス—消費者向けの情報 | ページ 6

3.1

complaint

<customer satisfaction> expression of dissatisfaction made to an organization, related to its product or service, or the complaints-handling process itself ここで, a response or resolution is explicitly or implicitly expected

Note 1 to entry: ISO 10002 provides information on complaints handling in organizations.

[SOURCE:ISO 9000:2015, 3.9.3, modified — Note 1 to entry has been added.]

3.2

consumer

individual member of the general public purchasing or using property, products or services for private purposes

Note 1 to entry: The term “consumer” covers both customers and potential customers. Consumer products (3.3) and services can be one-time purchases or long-term contracts or obligations.

[SOURCE:ISO 26000:2010, 2.2, modified — Note 1 to entry has been added.]

3.3

consumer product

product designed and produced primarily for, but not limited to, personal use, including its components, parts, accessories, instructions and packaging

[SOURCE:ISO 10377:2013, 2.2]

3.4

consumer redress

3.5

cooling-off period

period of time following a purchase during which a consumer (3.2) can change his or her mind and return the purchase

3.6

guarantee

warranty

written assurance issued to the purchaser of a product or related service by its supplier (3.19) , promising to repair, refund or replace the product or related service within a specified period of time, if it is not of a specified quality

3.7

harm

injury or damage to the health of people or damage to property or the environment

[SOURCE:ISO/IEC Guide 51:2014, 3.1]

3.8

hazard

potential source of harm (3.7)

[SOURCE:ISO/IEC Guide 51:2014, 3.2]

3.9

instructions for use

information provided by the supplier (3.19) of a product to the user, containing all the necessary provisions to convey the actions to be performed for the safe and efficient use of the product

3.10

label

item, attached to a consumer product (3.3) (if practicable) or its packaging which displays information related to one or more characteristic(s) of the consumer product

3.11

life cycle

consecutive and interlinked stages of a product (or service) system, from raw material acquisition or generation from natural resources to final disposal

Note 1 to entry: The life cycle stages include acquisition of raw materials, design, production, transportation/delivery, use, end-of- life treatment and final disposal.

[SOURCE:ISO 14044:2006, 3.1, modified ― The words “(or service)” have been added to the definition; Note 1 to entry has been added.]

3.12

marking

symbols, pictograms, warnings, logos, or inscriptions on the consumer product (3.3) , label (3.10) or packaging to identify its type, which can also include short textual messages

3.13

purchase information

information that describes the physical or functional aspects of a product which is given to a consumer prior to the purchase of a product to allow informed choice

3.14

residual risk

risk (3.15) remaining after risk reduction measures (3.16) have been implemented

[SOURCE:ISO/IEC Guide 51:2014, 3.8]

3.15

risk

combination of the probability of occurrence of harm (3.7) and the severity of that harm

Note 1 to entry: The probability of occurrence includes the exposure to a hazardous situation, the occurrence of a hazardous event and the possibility to avoid or limit the harm.

[SOURCE:ISO/IEC Guide 51:2014, 3.9]

3.16

risk reduction measure

protective measure

action or means to eliminate hazards (3.8) or reduce risks (3.15)

[SOURCE:ISO/IEC Guide 51:2014, 3.13]

3.17

safety data sheet

document that provides information on the properties of hazardous chemicals, how they affect health and safety in the workplace and how to manage the hazardous chemicals in the workplace

[SOURCE:ISO/TR 13329:2012, 3.29]

3.18

second-hand goods

goods or components/parts that have been in service (leased, loaned or owned) and that are re-entering a market for sale, lease or use by a second or later end user

Note 1 to entry: For the purposes of this document, products that are rebuilt, refurbished or remanufactured within the context of the WTO concept paper^[34] are not considered to be second-hand goods.

Note 2 to entry: Second-hand goods do not include those goods that are sold for the first time but can have deficiencies or imperfections which can also be referred to as “seconds”.

[SOURCE:ISO 20245:2017, 3.7, modified — Note 2 to entry has been added.]

3.19

supplier

organization or person that supplies a consumer product (3.3) or provides a service

Note 1 to entry: In a contractual situation, a supplier is sometimes called “contractor/vendor”.

[SOURCE:ISO 10377:2013, 2.24, modified — The words “that provides a service” have been replaced by “that supplies a consumer product or provides a service” in the definition; the words “or service” have been added in the Example; the original Note 1 to entry has been deleted; the term “contractor” has been replaced by “contractor/vendor” in the Note to entry.]

3.20

vulnerable consumer

consumer who, either temporarily or permanently, is at greater risk (3.15) of harm (3.7) from products or systems, due to age, level of literacy, physical or mental condition or limitations, or inability to access product safety information

Note 1 to entry: ISO/IEC Guide 51 provides information about risk.

[SOURCE:ISO/IEC Guide 51:2014, 3.16, modified — The words “who, either temporarily or permanently, is” have been added; Note to entry has been added.]