The IRF Trusted Certificate Scheme for Care (, encompassing fitness, health and wellness, gymnasium) is quite extensive and good. I have however a few important suggestions for the consideration of the Committee:
1. Under B.44 , (g) says: the brand/outlet takes full responsibilities for product safety standards of all its display furnitures, fixtures, H&W accessories, tools and equipments and fitments installed in the outlets.
After this I would suggest the following addition:
(h)The brand/outlet takes full responsibility for the proper calibration and maintenance of all its equipment and fitments ( installed in the outlets) so as to ensure their safety at all times.
2. Again (L) says: The brand/outlet has prescribed quality standard for every product/service category it sells and conducts periodic audits in this regard.
After this, I would like the following addition:
(m):The brand/outlet uses only those therapies/programmes/diet supplements/weight loss products and gadgets validated for their safety and efficacy
3. Under B5.2, (b) says: The REC policy is clearly stated at suitable places . Here I would like the addition of the words: “and on their website”
4.And in the list of laws under B 3.3. I would like some of these laws added:
Drugs and Magic Remedies (Objectionable Advertisements) Act, 1954
Consumer Protection Act
5. I would like to repeat some of the suggestions that I had made for the hypermarkets here too, particularly about fire safety and fire exits, as that is one of the most important safety criteria in all public buildings. So I would like the following addition here too:
The brand/outlet has all fire fighting equipment in place (as required under applicable law) and in working condition and has adequate fire exits to help customers escape in case of a fire and there are prominent signs showing these exits”
6.Again in respect of ethical communication, I would suggest this addition:
The brand/outlets ensure that all promotional practices are fair and comply with consumer protection laws pertaining to unfair and restrictive practices. This is particularly important here because many gymnasiums /weight loss centres are accused of making false claims.
On staff training: suggested addition:
“It is ensured that the staff is educated on the rights of consumers provided under the Consumer Protection Act”.
On REC policy , suggested add:
“REC policy complies with applicable laws, if any”
On the dispute resolution mechanism: suggested addition:
“And the brand publicizes on its website and at its outlet, the complaint resolution procedure and the time frame fixed , for the benefit of customers”
Under section B. practices & systems the following to be considered1.Disaster/Incident management preparedness in both company level & outlet level(systems &p process to be in place as SOP & Deployment plan when disaster strikes)2.managing carbon foot print by using green Initiative’s ( covering use of power/emission/products etc
1. The scheme model should be such that it protects and safeguards its own image and credibility before it ensures same for certified players. Any defaulter would bring down TRUST mark credibility in the market2. The scheme should first focus on Corporate retail companies since they are resourceful enough to afford and deliver required quality standards. The lower string of retailers may not be that ready as of today to even participate in such prestigious scheme and meet its fundamental requirements3. The scheme should go for Pilot projects / experiments at ground level to test-market, learn and evolve various dynamics of the scheme and that too in a phased manner. This might take time but the exercise would provide sound foundation to the scheme and relevant checks and balances can be developed4. Instead of one on one follow ups and scattered discussions try Focused Group discussions with stakeholders in cities with IRF offices so that a sense of collective participation develops5. A customer-centric scheme should have customer participation as well. IRF could conduct online surveys of customers about retailers, their services and quality standards, rate them and incorporate the score in final assessment as a regular feature of the scheme6. IRF can rope in Ministry of Consumer Affairs as well to build trust of customer in the scheme7. IRF should itself audit / check qualification part before retailer does Self-evaluation. This will serve as strict control over suitable applicants, their entry, eligibility and elimination of any unqualified applicant. This exercise should be on paid basis to help revenue model8. IRF could certify Retail company first, delegate the responsibility of assessing its outlets to the company based on self-evaluation. However IRF should periodically review, monitor & audit the adherence to desired quality standards itself. Any deviation to be penalized including withdrawal of Trust mark9. Among the Criteria documents SCM criteria should also be included10. Minimum score of 100 should be mandatory in Regulatory compliance for retailers to qualify. Any score less than 100 should disqualify the applicant11. I suggest Scoring pattern of A, A+, A++…..instead of A,B,C,D since it would be relatively more motivating
Dear Mr. Gupta,
Thanks for your valuable inputs and suggestions on IRF Trust Mark Certification Scheme. The focused meetings are happening as suggested by you. We have on board various experts and eminent personalities to represent customer interests as well.
Trust 100,Clause no. 4.5: IRF has developed appeals and complaints process (Trust 230). A Mediation Committee, reporting to the Trusted Board shall be responsible for receiving, investigation and resolution of any appeal / complaints
I suggest to add “To see mechanism of handling complaints @IRF” instead of ‘complaints’
Annexure D on Certification committee: I suggest mentioning and addressing followings under the purpose of Certification committee:1. Frequency of meetings and duration2. Adequacy of meetings and duration keeping in view purpose of CC3. How COI are managed between CB and respective nominee at CC?4. To avoid mix up of CB Certification Committee and IRF certification committee, can we rename CC?
Your suggestion of “To see mechanism of handling complaints @IRF” instead of ‘complaints’ is added
1 & 2. CC meeting will be once a year for a day. Additional meeting can be called if required3. CC comprises of experts from various fields and collective decision is taken under the chairman of CC.4. IRF Certification Committee has been renamed Certification Committee (CC)
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