消费者脆弱性——设计和提供包容性服务的要求和指南

[中文适用范围]： 本文件规定了组织如何设计和提供公平、灵活和包容的服务的要求和指南，这些服务将为弱势消费者带来更多积极成果，并将消费者受到伤害的风险降至最低。它涵盖组织文化和战略、包容性设计以及如何识别和应对消费者的脆弱性。它适用于任何向消费者提供服务（包括服务相关产品）的组织，无论其地点或规模如何。注 1 “服务”一词是指在线或离线向消费者提供的任何服务。服务行业可以包括医疗保健、休闲和娱乐、零售、能源、通信、金融服务、旅游和观光、数字服务、专业和行业。注 2 服务提供商可以包括任何规模的私人或公共组织、慈善机构、政府机构、地方当局。注 3 在某些情况下，包容性服务提供商限制组织目标受众之外的个人的访问可能是公平合理的，其主要目标是保护消费者并防止伤害。例如，防止儿童访问在线赌博网站。 [外文原描述]： This document specifies requirements and guidelines for organizations on how to design and deliver fair, flexible and inclusive services that will increase positive outcomes for consumers in vulnerable situations and minimize the risk of consumer harm. It covers organizational culture and strategy, inclusive design and how to identify and respond to consumer vulnerability. It is applicable to any organization that provides services, including service-related products, to consumers, regardless of location or size. NOTE 1 The term “services” refers to any service provided to consumers online or offline. Service sectors can include, for example, healthcare, leisure and entertainment, retail, energy, communication, financial services, travel and tourism, digital services, professions and trades. NOTE 2 Service providers can include private or public organizations, charities, government agencies, local authorities of any size. NOTE 3 It can be fair and reasonable, in some cases, for an inclusive service provider to limit access for individuals outside of the organization’s target audience, where the main objective is to protect consumers and prevent harm. For example, preventing children from accessing online gambling sites.