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GB/T 21737-2022 English PDF (GBT21737-2022)
GB/T 21737-2022 English PDF (GBT21737-2022)
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GB/T 21737-2022: Products and related services information for consumers
GB/T 21737-2022
GB
NATIONAL STANDARD OF THE
PEOPLE’S REPUBLIC OF CHINA
ICS 97.020
CCS A 12
Replacing GB/T 21737-2008
Products and related services information for consumers
(ISO/IEC GUIDE 14:2018, Products and related services - Information for
consumers, MOD)
ISSUED ON: OCTOBER 12, 2022
IMPLEMENTED ON: OCTOBER 12, 2022
Issued by: State Administration for Market Regulation;
Standardization Administration of the People’s Republic of China.
Table of Contents
Foreword ... 3
Introduction ... 5
1 Scope ... 6
2 Normative references ... 6
3 Terms and definitions ... 6
4 Purchase information ... 10
4.1 Objectives ... 10
4.2 General principles ... 11
4.3 Basic information and representation ... 13
4.4 Performance and conditions of use ... 15
4.5 Reliability factors ... 15
4.6 Second-hand goods ... 16
5 Information transmission methods ... 16
5.1 Written and printed information ... 16
5.2 Online information ... 16
5.2.1 General ... 16
5.2.2 Machine-readable information ... 17
5.3 Oral information ... 18
6 Format and design... 19
6.1 General ... 19
6.2 Basic principles ... 19
6.3 Use of diagrams, symbols, graphs, values and tables ... 20
6.4 Legibility and consistency ... 20
6.5 Permanence ... 21
References ... 23
Products and related services information for consumers
1 Scope
This document provides the general principles and requirements for the content, method,
format and design of providing information on products and related services to
consumers, so that consumers can compare and choose consumer products and related
services before purchasing.
This document applies to:
-- committees that develop standards on consumer products and related services;
-- consumer product designers, manufacturers, technicians, marketers, graphic artists
or other staff involved in the writing of information;
-- other organizations (such as law enforcement agencies) or consumer ombudsmen.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
The following terms and definitions are applicable to this document.
3.1
Complaint
< Customer satisfaction> An expression of dissatisfaction with an organization
regarding the product, service, or complaint handling process, whether or not it is
clearly answered or resolved.
Note: Specific content of complaints handling in organizations are given in GB/T
19012.
[Source: GB/T 19000-2016, 3.9.3]
3.2
Consumer
verification methods should refer to relevant national laws and regulations or national
standards; where a national standard is unavailable or the national standard is not
applicable, industry standards can also be cited.
The applicable relevant standards should be indicated, so that consumers can identify
which characteristics of consumer goods or services are standard-compliant. It is
recommended that the standardization professional technical committee or other
organizations representing various stakeholders be responsible for screening and
classifying consumer-related product (or service) characteristics and basic requirements.
4.3 Basic information and representation
Potential purchasers are interested in information in varying degrees, so it is sometimes
necessary to provide information from two aspects:
-- at the first level, provide basic information about the key characteristics of the
consumer product or service;
-- at the second level, provide more detailed information, for example: including
basic information (content contained in the first level), specific functions or
technical content such as restrictions on consumer goods or services.
For consumers who need more detailed consumer product or service information to
decide whether to purchase or sign a contract, it is advisable to clarify the method of
obtaining more detailed information so that consumers can make informed decisions on
product purchase and maintenance.
In practice, an accurate description of the consumer product is helpful for consumers to
make informed choices. The following contents should be included:
a) identification of the consumer product or service, including its characteristics,
content and materials (e.g., chemicals) and restrictions on use;
b) the country in which the consumer product is manufactured or assembled;
c) the name and detailed address of the manufacturer or supplier;
d) basic performance characteristics, conditions of use and limitations of use;
e) instructions for use, storage and maintenance;
f) information on spare parts or replaceable parts and how to obtain them;
g) information on additional components (e.g., guards) that may be used in a
particular environment;
h) safety factors, including known risks, existing hazards and residual risks;
i) warranty/guarantee;
j) complaint handling procedures;
k) the need for professional installation;
l) resource consumption (e.g., energy required for use);
m) life expectancy of the product (e.g., product testing, clinical trials);
n) product privacy statement;
o) environmental issues and potential negative impacts (including recycling) related
to the development, use, storage or disposal of the product and any of its
component parts;
p) the method of contacting the supplier, such as mailing address, website and/or
toll-free telephone number;
q) information about the reliability of the product, especially in comparison with
similar products, to give the consumer confidence in the choice of the product.
The address, nature and content in relation to consumer products or services should be
clearly mentioned on the first page of each document. If necessary, pictures should be
provided. Accurate and clear picture information helps consumers better understand
information and make informed choices.
Attention to the needs of vulnerable consumers is important because they do not
necessarily have access to printed information (literacy issues), electronic information
(digital divide, poverty) or linguistic information (physical separation, language
barriers).
Note 1: The relevant content of complaint handing in enterprises is given in GB/T
19012.
Note 2: The relevant content of consumer product safety guidelines for suppliers is
given in GB/T 35248.
Note 3: The relevant content of consumer product recall is given in GB/T 34400.
Note 4: The relevant content of instructions for use is given in GB/T 5296.1-2012 and
GB/T 19678.1.
Note 5: The relevant content of residual risk of packaging is given in GB/T 17306.
Note 6: The relevant content of attention to vulnerable consumers is given in GB/T
20002.1 and GB/T 20002.2.
4.6 Second-hand goods
There may be a lot of problems during the maintenance of the product, especially for
second-hand goods. The rules on providing information to consumers apply to second-
hand goods of the same product. Local suppliers should be responsible for the warranty,
exemption, replacement or complaint handling of second-hand goods.
Note: The detailed content of cross-border trade of second-hand goods is given in ISO
20245.
5 Information transmission methods
5.1 Written and printed information
Existing information transmission methods usually combine the following two types of
information.
a) Attach a brief description on the consumer product, including some basic points
of consumer product information.
b) Provide more extensive information in cata...
Get QUOTATION in 1-minute: Click GB/T 21737-2022
Historical versions: GB/T 21737-2022
Preview True-PDF (Reload/Scroll if blank)
GB/T 21737-2022: Products and related services information for consumers
GB/T 21737-2022
GB
NATIONAL STANDARD OF THE
PEOPLE’S REPUBLIC OF CHINA
ICS 97.020
CCS A 12
Replacing GB/T 21737-2008
Products and related services information for consumers
(ISO/IEC GUIDE 14:2018, Products and related services - Information for
consumers, MOD)
ISSUED ON: OCTOBER 12, 2022
IMPLEMENTED ON: OCTOBER 12, 2022
Issued by: State Administration for Market Regulation;
Standardization Administration of the People’s Republic of China.
Table of Contents
Foreword ... 3
Introduction ... 5
1 Scope ... 6
2 Normative references ... 6
3 Terms and definitions ... 6
4 Purchase information ... 10
4.1 Objectives ... 10
4.2 General principles ... 11
4.3 Basic information and representation ... 13
4.4 Performance and conditions of use ... 15
4.5 Reliability factors ... 15
4.6 Second-hand goods ... 16
5 Information transmission methods ... 16
5.1 Written and printed information ... 16
5.2 Online information ... 16
5.2.1 General ... 16
5.2.2 Machine-readable information ... 17
5.3 Oral information ... 18
6 Format and design... 19
6.1 General ... 19
6.2 Basic principles ... 19
6.3 Use of diagrams, symbols, graphs, values and tables ... 20
6.4 Legibility and consistency ... 20
6.5 Permanence ... 21
References ... 23
Products and related services information for consumers
1 Scope
This document provides the general principles and requirements for the content, method,
format and design of providing information on products and related services to
consumers, so that consumers can compare and choose consumer products and related
services before purchasing.
This document applies to:
-- committees that develop standards on consumer products and related services;
-- consumer product designers, manufacturers, technicians, marketers, graphic artists
or other staff involved in the writing of information;
-- other organizations (such as law enforcement agencies) or consumer ombudsmen.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
The following terms and definitions are applicable to this document.
3.1
Complaint
< Customer satisfaction> An expression of dissatisfaction with an organization
regarding the product, service, or complaint handling process, whether or not it is
clearly answered or resolved.
Note: Specific content of complaints handling in organizations are given in GB/T
19012.
[Source: GB/T 19000-2016, 3.9.3]
3.2
Consumer
verification methods should refer to relevant national laws and regulations or national
standards; where a national standard is unavailable or the national standard is not
applicable, industry standards can also be cited.
The applicable relevant standards should be indicated, so that consumers can identify
which characteristics of consumer goods or services are standard-compliant. It is
recommended that the standardization professional technical committee or other
organizations representing various stakeholders be responsible for screening and
classifying consumer-related product (or service) characteristics and basic requirements.
4.3 Basic information and representation
Potential purchasers are interested in information in varying degrees, so it is sometimes
necessary to provide information from two aspects:
-- at the first level, provide basic information about the key characteristics of the
consumer product or service;
-- at the second level, provide more detailed information, for example: including
basic information (content contained in the first level), specific functions or
technical content such as restrictions on consumer goods or services.
For consumers who need more detailed consumer product or service information to
decide whether to purchase or sign a contract, it is advisable to clarify the method of
obtaining more detailed information so that consumers can make informed decisions on
product purchase and maintenance.
In practice, an accurate description of the consumer product is helpful for consumers to
make informed choices. The following contents should be included:
a) identification of the consumer product or service, including its characteristics,
content and materials (e.g., chemicals) and restrictions on use;
b) the country in which the consumer product is manufactured or assembled;
c) the name and detailed address of the manufacturer or supplier;
d) basic performance characteristics, conditions of use and limitations of use;
e) instructions for use, storage and maintenance;
f) information on spare parts or replaceable parts and how to obtain them;
g) information on additional components (e.g., guards) that may be used in a
particular environment;
h) safety factors, including known risks, existing hazards and residual risks;
i) warranty/guarantee;
j) complaint handling procedures;
k) the need for professional installation;
l) resource consumption (e.g., energy required for use);
m) life expectancy of the product (e.g., product testing, clinical trials);
n) product privacy statement;
o) environmental issues and potential negative impacts (including recycling) related
to the development, use, storage or disposal of the product and any of its
component parts;
p) the method of contacting the supplier, such as mailing address, website and/or
toll-free telephone number;
q) information about the reliability of the product, especially in comparison with
similar products, to give the consumer confidence in the choice of the product.
The address, nature and content in relation to consumer products or services should be
clearly mentioned on the first page of each document. If necessary, pictures should be
provided. Accurate and clear picture information helps consumers better understand
information and make informed choices.
Attention to the needs of vulnerable consumers is important because they do not
necessarily have access to printed information (literacy issues), electronic information
(digital divide, poverty) or linguistic information (physical separation, language
barriers).
Note 1: The relevant content of complaint handing in enterprises is given in GB/T
19012.
Note 2: The relevant content of consumer product safety guidelines for suppliers is
given in GB/T 35248.
Note 3: The relevant content of consumer product recall is given in GB/T 34400.
Note 4: The relevant content of instructions for use is given in GB/T 5296.1-2012 and
GB/T 19678.1.
Note 5: The relevant content of residual risk of packaging is given in GB/T 17306.
Note 6: The relevant content of attention to vulnerable consumers is given in GB/T
20002.1 and GB/T 20002.2.
4.6 Second-hand goods
There may be a lot of problems during the maintenance of the product, especially for
second-hand goods. The rules on providing information to consumers apply to second-
hand goods of the same product. Local suppliers should be responsible for the warranty,
exemption, replacement or complaint handling of second-hand goods.
Note: The detailed content of cross-border trade of second-hand goods is given in ISO
20245.
5 Information transmission methods
5.1 Written and printed information
Existing information transmission methods usually combine the following two types of
information.
a) Attach a brief description on the consumer product, including some basic points
of consumer product information.
b) Provide more extensive information in cata...
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