EN 12522:2024

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
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