FprEN 12522

SLOVENSKI STANDARD
01-februar-2024
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: prEN 12522
ICS:
03.080.30 Storitve za potrošnike Services for consumers
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

DRAFT
EUROPEAN STANDARD
prEN 12522
NORME EUROPÉENNE
EUROPÄISCHE NORM
November 2023
ICS Will supersede 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 - Umzug für Privatpersonen - Teil 1:
particuliers - Partie 1: Spécifications de service Festlegung von Dienstleistungen
This draft European Standard is submitted to CEN members for enquiry. It has been drawn up by the Technical Committee
CEN/TC 320.
If this draft becomes a European Standard, 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.

This draft European Standard was established by CEN 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.
Recipients of this draft are invited to submit, with their comments, notification of any relevant patent rights of which they are
aware and to provide supporting documentation.

Warning : This document is not a European Standard. It is distributed for review and comments. It is subject to change without
notice and shall not be referred to as a European Standard.

EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION

EUROPÄISCHES KOMITEE FÜR NORMUNG

CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2023 CEN All rights of exploitation in any form and by any means reserved Ref. No. prEN 12522:2023 E
worldwide for CEN national Members.

prEN 12522:2023 (E)
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 The 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
prEN 12522:2023 (E)
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 Settlement . 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 Inventarisation 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

prEN 12522:2023 (E)
European foreword
This document (prEN 12522:2023) has been prepared by Technical Committee CEN/TC 320 “Transport
services”, the secretariat of which is held by NEN.
This document is currently submitted to the CEN Enquiry.
This document will supersede EN 12522-1:1998 and EN 12522-2:1998.
prEN 12522:2023 (E)
Introduction
This document specifies the requirements for a furniture removal service for private individuals and for
the provision of that service.
— the service: all the services agreed upon between the service provider and the customer within the
contra
...