Warranties to be standardised

Plans are underway to develop a new ISO (International Organization for Standardization) standard for consumer warranties, providing guidelines for development of clear and effective warranty statements. It hopes to improve purchaser, retailer and manufacturer confidence and smooth the way for better trade.

A newly formed ISO project committee, ISO/PC 303, will develop the standard drawing guidance from ISO/IEC Guide 14:2003 ‘Purchase information on goods and services intended for consumers’, and also call for input from consumer and standarisation experts globally.

According to Saral James Maniam, secretary of the new committee, development is being led by Standards Malaysia and it will deliver benefit across the board in a time of increased e-commerce that crosses international boundaries.

“Despite numerous laws and regulations related to consumer rights, warranties and guarantees remain a significant problem. This standard aims to put in place international benchmarks that not only give consumers a minimum level of redress, but reduce purchasing risks and provide a competitive advantage for brands,” she said.

A report issued by the UK Office of Fair Trading suggests that problems relating to consumer dissatisfaction with goods and services sets back the local economy to the tune of £6 billion per annum. The Malaysian National Consumer Complaints Centre receives more than 40,000 warranty-related claims per year, with common issues including warranties not being valid in different countries and disputes over responsibility, which see consumers being bounced from manufacturer to retailer, causing additional exasperation.

ISO says the new standard will also serve as a basis to reinforce laws and regulations and will clarify responsibilities when goods and services do not work as intended.