TTS/ISO 10003:2008

Quality Management - Customer Satisfaction - Guidelines for Dispute Resolution External to Organizations

Subject Area Quality
Year of Declaration 2008
Status Voluntary
ICS Number 03.120.10
Stage Current
Number of Pages 34
Price Available on request

Scope of this Standard

Provides guidance 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 International Standard is applicable to: - complaints relating to the organization's products intended for, or required by, customers, 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. It is intended for use by organizations regardless of type, size and product provided, 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, and monitoring, evaluating and improving the dispute-resolution process. It is not intended for certification or for contractual purposes. It does not apply to the resolution of other types of disputes, such as employment disputes. It is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements. This International Standard does not apply to complaints handling within an organization.

Legal Notice of Declaration: