本文件规定了有关组织如何设计和提供公平、灵活和包容性服务的要求和指南，这些服务将为处于弱势情况的消费者带来积极的结果，并将消费者伤害的风险降至最低。它涵盖了组织文化和战略、包容性设计以及如何识别和应对消费者脆弱性。 它适用于向消费者提供服务（包括服务相关产品）的任何组织，无论其位置或规模如何。 注意1.“服务”一词是指在线或离线向消费者提供的任何服务。例如，服务部门可以包括医疗保健、休闲娱乐、零售、能源、通信、金融服务、旅行和旅游、数字服务、专业和贸易。 注意2.服务提供者可以包括私人或公共组织、慈善机构、政府机构、任何规模的地方当局。 注意3.在某些情况下，包容性服务提供商限制组织目标受众之外的个人访问是公平合理的，其主要目标是保护消费者和防止伤害。例如，阻止儿童访问在线赌博网站。

This document specifies requirements and guidelines for organizations on how to design and deliver fair, flexible and inclusive services that will increase positive outcomes for consumers in vulnerable situations and minimize the risk of consumer harm. It covers organizational culture and strategy, inclusive design and how to identify and respond to consumer vulnerability. It is applicable to any organization that provides services, including service-related products, to consumers, regardless of location or size. NOTE 1   The term “services” refers to any service provided to consumers online or offline. Service sectors can include, for example, healthcare, leisure and entertainment, retail, energy, communication, financial services, travel and tourism, digital services, professions and trades. NOTE 2   Service providers can include private or public organizations, charities, government agencies, local authorities of any size. NOTE 3   It can be fair and reasonable, in some cases, for an inclusive service provider to limit access for individuals outside of the organization’s target audience, where the main objective is to protect consumers and prevent harm. For example, preventing children from accessing online gambling sites.