CLAIMS GUIDE FOR CONSUMER TEXTILE PRODUCTS:
The Fair Claims Guide was introduced in 1961 as an adjustment formula for the settlement of damage claims
for textile products. Its success was immediate and far-reaching. In 1964 the Guide was expanded to include
criteria for determining responsibility for such damage. A special body of information on terminology, labelling,
causes of damage and product classification was collected.
This Guide, therefore, presents all necessary information as a whole, as it is unavailable from any other source.
For this reason, the Guide is in great demand for educational as well as arbitration purposes. It is used by
drycleaners, launderers, insurance adjusters, retailers, consumer affairs and government agencies around the
The Guide was developed by consensus, similar to the process used by formal standards-making bodies.
Participating were : Drycleaning Institute of Australia Ltd, Federal Bureau of Consumer Affairs, International
Fabricare Institute, Neighbourhood Cleaners Association, Guild of Cleaners & Launderers, School of Textiles,
Private and Government Consumer organisations.
The guide is based on the work of Norman Oehlke and
Sheila Garred of International Fabricare Institute Consumer Relations.
In 1988 it was approved as an
American National Standard. It has been up-dated to include articles that are more appropriately Australasian.
The Guide's criteria on textile performance questions has achieved international acceptance. To ensure its
continued success critical review is invited.
Drycleaning Institute of Australia Ltd
Alexandria NSW 2015
STEP BY STEP USE OF THE GUIDE:
To Determine the Cause of Damage -
• Use the index to pin-point sources of information. See Section 4 for definitions of terms (eg fur
cleaning, pressing, pre-spotting) and for classifications and description of damage (eg holes,
stains, changes of fit, colour).
• Resolve questions concerning general serviceability. For example an explanation of felting
shrinkage may be required when talking about a woollen item.
• Resolve questions concerning the proper method of restoration. For example determine the
appropriate temperature for ironing or pressing a woollen article.
To determine Responsibility or Liability -
• Apply the problem at hand to the classifications of damage listed in Section 5 under Consumer
Responsibility, Drycleaner Responsibility and Launderer Responsibility.
• If damage is shown not to be due to consumer use or to the care procedure refer to the
appropriate classification under 'Product Failure' ( ie Manufacturer Responsibility) in Section 5.
• Resolve any questions of principle by consulting Sections 1 and 2. For example what to do if the woollen article was missing the care label.
To Determine the Adjustment Value -
• Section 6 outlines all of the principles of calculating a settlement, based on age, condition and
replacement cost of the article. Refer to Tables I and II at the end of the Guide.
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