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Declared Standards

SS ISO 24510:2007 — Activities relating to drinking water and wastewater services — Guidelines for the assessment and for the improvement of the service to users

Scope
This International Standard specifies the elements of drinking water and wastewater services of relevance and interest to users. It also provides guidance on how to identify users’ needs and expectations and how to assess whether they are being met.

The following are within the scope of this International Standard:
—   the definition of a language common to the different stakeholders;
—   the definition of key elements and characteristics of the service to users;
—   the objectives for the service with respect to users’ needs and expectations;
—   guidelines for satisfying users’ needs and expectations;
—   service to users assessment criteria;
—   introduction to performance indicators;
—   examples of performance indicators.

The following are outside the scope of this International Standard:
—   methods of design and construction of drinking water and wastewater systems;
—   the regulating management structure and methodology of operation and management of activities relating to drinking water and wastewater services, including contracting;
—   topics relating to the system inside buildings.


SS ISO 24511:2007 — Activities relating to drinking water and wastewater services — Guidelines for the management of wastewater utilities and for the assessment of wastewater services

Scope

This International Standard provides guidelines for the management of wastewater utilities and for the assessment of wastewater services.

This International Standard is applicable to publicly and privately owned and operated wastewater utilities, but does not favour any particular ownership or operational model.

NOTE 1 Wastewater is always generated when water is used or consumed. Accordingly, sources of wastewater can be residential, industrial, commercial or institutional. Collected storm water or (melted) snow can also be considered as wastewater, as it often carries contaminants and pathogens picked up from air or ground surfaces on its way to a collection system. In certain circumstances, especially in undeveloped areas, sanitary waste is collected in an undiluted form.

This International Standard addresses wastewater systems in their entirety and is applicable to systems at any level of development (e.g. pit latrines, on-site systems, networks, treatment facilities).

The following are within the scope of this International Standard:
—   the definition of a language common to different stakeholders;
—   objectives for the wastewater utility;
—   guidelines for the management of wastewater utilities;
—   service assessment criteria and related examples of performance indicators, all without setting any target values or thresholds.

The following are outside the scope of this International Standard:
—   methods of design and construction of wastewater systems;
—   regulation of the management structure and the methodology of wastewater service activities of operation and management;
—   regulation of the content of contracts or subcontracts;
—   topics related to the systems inside buildings, between the point-of-discharge and the point-of-collection.


SS ISO 24512:2007 — Activities relating to drinking water and wastewater services — Guidelines for the management of drinking water utilities and for the assessment of drinking water services

Scope
This International Standard provides guidelines for the management of drinking water utilities and for the assessment of drinking water services.

This International Standard is applicable to publicly and privately owned and operated water utilities. It does not favour any particular ownership or operating model.

This International Standard addresses drinking water systems in their entirety and is applicable to systems at any level of development (e.g. on-site systems, distribution networks, treatment facilities).

The following are within the scope of this International Standard:
—   the definition of a language common to different stakeholders;
—   the definition of the components of drinking water supply systems;
—   guidelines for the management of drinking water utilities;
—   guidelines for objectives, service assessment criteria and related performance indicators, appropriate for the assessment of drinking water services.

The following are outside the scope of this International Standard:
—   target values and thresholds for proposed objectives, service assessments criteria and related performance indicators;
—   matters relating to the design and construction of drinking water systems;
—   matters relating to the management structure of drinking water utilities;
—   matters relating to the regulation of drinking water services, including management and operational activities;
—   installations between point-of-delivery and point-of-use.


SS ISO 24521:2016 — Activities relating to drinking water and wastewater services — Guidelines for the management of basic on‐site domestic wastewater services

Scope
This International Standard provides guidance for the management of basic on-site domestic wastewater services, using appropriate technologies in their entirety at any level of development.

This International Standard supplements and is intended to be used in conjunction with ISO 24511.

It includes the following:
—   guidelines for the management of basic on-site domestic wastewater services from the operator’s —   perspective, including maintenance techniques, training of personnel and risk considerations;
—   guidelines for the management of basic on-site domestic wastewater services from the perspective of users;
—   guidance on the design and construction of basic on-site domestic wastewater systems;
—   guidance on planning, operation and maintenance, and health and safety issues.

The following are outside the scope of this International Standard:
—   limits of acceptability for wastewater discharged into a receiving body;
—   analytical methods;
—   the management structure of sanitary waste/wastewater service activities of operation and management;
—   the content of contracts or subcontracts.

This International Standard is applicable to both publicly and privately operated basic on-site domestic wastewater (black and grey water) services, for one or more dwellings.


SS 56:2019 — Non‐sewered sanitation systems — Pre‐fabricated integrated treatment units — General safety and performance requirements for design and testing

Scope

This document specifies general safety and performance requirements for design and testing as well as sustainability considerations for non‐sewered sanitation systems (NSSS). A NSSS, for the purposes of this document, is a prefabricated integrated treatment unit, comprising frontend (toilet facility) and backend (treatment facility) components that

a) collects, conveys, and fully treats the specific input within the system, to allow for safe reuse or disposal of the generated solid, liquid, and gaseous output, and;
b) is not connected to a networked sewer or networked drainage systems.

This document is applicable to sanitation systems that are either manufactured as one package, or manufactured as a set of prefabricated elements designed to be assembled in one location without further fabrication or modification that influences the system function. The plane or surface (e.g. flooring, concrete pad) upon which a fully assembled NSSS is situated is beyond the scope of this document. This document is not applicable to sanitation systems constructed in situ.

This document also covers NSSS backend components that are designed to be integrated with one or more specified frontends.

Although this document is primarily applicable to the development of sanitation systems that are not connected to water and electricity networks, it can also be applied to systems that can utilize water mains and/or electricity.

This document defines the basic treatable input as primarily human excreta and gives options for extending the range of input substances. Requirements for the quality of the outputs from the sanitation system are given for solid and liquid discharges as well as odour, air, and noise emissions.

It contains criteria for the safety, functionality, usability, reliability, and maintainability of the system, as well as its compatibility with environmental protection goals.

This document does not encompass the following aspects:
—   guidelines for selection, installation, operation and maintenance, and management of sanitation systems;
—   transportation of treated output outside of the sanitation system (e.g. manual transport, transportation by truck or trunk pipes) for further processing, reuse, or disposal;
—   treatment processes taking place at another location separate from that of the frontend and backend components;
—   reuse and disposal of sanitation system output.


SS ISO 24513:2019 — Service activities relating to drinking water supply, wastewater and stormwater systems — Vocabulary

Scope
This document defines individual concepts that together constitute a vocabulary common to different stakeholders with interests in water service provision. It is intended to facilitate common understanding and communication on the provision and management of service activities relating to drinking water supply, wastewater and stormwater systems.

The following are within the scope of this document:
—  definition of a vocabulary common to the different stakeholders;
—  definition of key elements and characteristics of the service to users;
—  definition of the components of drinking water supply, wastewater and stormwater systems.


SS ISO 10001:2018 — Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations

Scope
This document gives guidelines for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct.

This document is applicable to product- and service-related codes containing promises made to customers by an organization concerning its behaviour. Such promises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplified examples of components of codes for different organizations.

NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization that are intended for, or required by, a customer.

This document is intended for use by any organization regardless of its type or size, or the products and services it provides, including organizations that design customer satisfaction codes of conduct for use by other organizations. Annex C gives guidance specifically for small businesses.

This document is aimed at customer satisfaction codes of conduct concerning individual customers purchasing or using goods, property or services for personal or household purposes, although it is applicable to all customer satisfaction codes of conduct.

This document does not prescribe the substantive content of customer satisfaction codes of conduct, nor does it address other types of codes of conduct, such as those that relate to the interaction between an organization and its personnel, or between an organization and its suppliers.


SS ISO 10002:2018 — Quality management — Customer satisfaction — Guidelines for complaints handling in organizations

Scope
This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization that are intended for, or required by, a customer.

This document is intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides guidance specifically for small businesses.

This document addresses the following aspects of complaints handling:
a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its products and services, including customer service;
b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
c) recognizing and addressing the needs and expectations of complainants;
d) providing complainants with an open, effective and easy-to-use complaints process;
e) analysing and evaluating complaints in order to improve the quality of products and services, including customer service;
f) auditing of the complaints-handling process;
g) reviewing the effectiveness and efficiency of the complaints-handling process.

This document does not apply to disputes referred for resolution outside the organization or for employment-related disputes.


SS ISO 10003:2018 — Quality management — Customer satisfaction — Guidelines for dispute resolutions external to organizations

Scope
This document gives guidelines for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization.

This document is applicable to:
—  complaints relating to the organization’s products and services, the complaints-handling process or dispute-resolution process;
—  resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce.

This document is intended for use by any organization regardless of its type or size, or the products and services it provides, and deals with:
— guidance on determining when and how organizations can participate in dispute resolution;
— guidance on the selection of providers and use of their services;
— top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization;
— the essentials for fair, suitable, transparent and accessible dispute resolution;
— guidance on management of an organization’s participation in dispute resolution;
— monitoring, evaluating and improving the dispute-resolution process.

This document is particularly aimed at dispute resolution between an organization and
— individuals purchasing or using products and services for personal or household purposes, or
— small businesses.

This document does not apply to the resolution of other types of disputes, such as employment disputes. It does not apply to complaints handling within an organization.


SS ISO 10005:2018 — Quality management — Guidelines for quality plans

Scope
This document gives guidelines for establishing, reviewing, accepting, applying and revising quality plans.

This document is applicable to quality plans for any intended output, whether a process, product, service, project or contract, and any type or size of organization.

It is applicable whether or not the organization has a management system in conformity with ISO 9001.

This document provides guidance and does not specify requirements.

It is focused primarily on the provision of outputs and is not a guide to the planning of quality management system development.


SS ISO 10006:2017 — Quality management — Guidelines for quality management in projects

Scope
This document gives guidelines for the application of quality management in projects.

It is applicable to organizations working on projects of varying complexity, small or large, of short or long duration, being an individual project to being part of a programme or portfolio of projects, in different environments, and irrespective of the kind of product/service or process involved, with the intention of satisfying project interested parties by introducing quality management in projects. This can necessitate some tailoring of the guidance to suit a particular project.

This document is not a guide to project management itself. Guidance on quality in project management processes is presented in this document. Guidance on project management and related processes is covered in ISO 21500.

This document addresses the concepts of both “quality management in projects” and “quality management systems in projects”. These are distinguished by being addressed separately by the following topics and clauses:

― quality management in projects includes: quality management systems in projects (Clause 4); management responsibility in projects (Clause 5); resource management in projects (Clause 6); product/service realization in projects (Clause 7); and measurement, analysis and improvement in projects (Clause 8);

― quality management systems in projects includes: project characteristics (4.1); quality management principles in projects (4.2); project quality management processes (4.3); and a quality plan for the project (4.4).


SS ISO 10007:2017 — Quality management — Guidelines for configuration management

Scope
This document provides guidance on the use of configuration management within an organization. It is applicable to the support of products and services from concept to disposal.


SS ISO 13485:2016 — Medical devices— Quality management systems— Requirements for regulatory purposes

Scope
This International Standard specifies requirements for a quality management system where an organization needs to demonstrate its ability to provide medical devices and related services that consistently meet customer and applicable regulatory requirements. Such organizations can be involved in one or more stages of the life-cycle, including design and development, production, storage and distribution, installation, or servicing of a medical device and design and development or provision of associated activities (e.g. technical support). This International Standard can also be used by suppliers or external parties that provide product, including quality management system-related services to such organizations.

Requirements of this International Standard are applicable to organizations regardless of their size and regardless of their type except where explicitly stated. Wherever requirements are specified as applying to medical devices, the requirements apply equally to associated services as supplied by the organization.

The processes required by this International Standard that are applicable to the organization, but are not performed by the organization, are the responsibility of the organization and are accounted for in the organization’s quality management system by monitoring, maintaining, and controlling the processes.

If applicable regulatory requirements permit exclusions of design and development controls, this can be used as a justification for their exclusion from the quality management system. These regulatory requirements can provide alternative approaches that are to be addressed in the quality management system. It is the responsibility of the organization to ensure that claims of conformity to this International Standard reflect any exclusion of design and development controls.

If any requirement in Clauses 6, 7 or 8 of this International Standard is not applicable due to the activities undertaken by the organization or the nature of the medical device for which the quality management system is applied, the organization does not need to include such a requirement in its quality management system. For any clause that is determined to be not applicable, the organization records the justification as described in 4.2.2.


SS ISO 19011:2018 — Guidelines for auditing management systems

Scope
This document provides guidance on auditing management systems, including the principles of auditing, managing an audit programme and conducting management system audits, as well as guidance on the evaluation of competence of individuals involved in the audit process. These activities include the individual(s) managing the audit programme, auditors and audit teams.

It is applicable to all organizations that need to plan and conduct internal or external audits of management systems or manage an audit programme.

The application of this document to other types of audits is possible, provided that special consideration is given to the specific competence needed.


SS ISO/IEC 17011:2017 — Conformity assessment— Requirements for accreditation bodies accrediting conformity assessment bodies

Scope
This document specifies requirements for the competence, consistent operation and impartiality of accreditation bodies assessing and accrediting conformity assessment bodies.

NOTE In the context of this document, activities covered by accreditation include, but are not limited to, testing, calibration, inspection, certification of management systems, persons, products, processes and services, provision of proficiency testing, production of reference materials, validation and verification.


SS ISO/IEC 17065:2012 — Conformity assessment— Requirements for bodies certifying products, processes and services

Scope
This International Standard contains requirements for the competence, consistent operation and impartiality of product, process and service certification bodies. Certification bodies operating to this International Standard need not offer all types of products, processes and services certification. Certification of products, processes and services is a third-party conformity assessment activity (see ISO/IEC 17000:2004, definition 5.5).


SS ISO/IEC Guide 37:2012 — Instructions for use of products by consumers

Scope
This Guide establishes principles and gives recommendations on the design and formulation of instructions for use of products by consumers.

This Guide is intended to be used by the following:

— committees preparing standards for consumer products;
— product designers, manufacturers, technical writers or other people engaged in the work of conceiving and drafting such instructions;
— importers, regulators, inspection bodies and researchers.

The principles and detailed recommendations in this Guide are intended to be applied in combination with the specific requirements on instructions for use specified in standards for particular products or groups of products. Some model formats and wordings are suggested for inclusion in standards.

This Guide contains some practical recommendations and a proposed methodology for assessment in order to help establish common criteria for the assessment of the quality of instructions for use.

Annexes A and B provide checklists to help principal target groups using this Guide.