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Norm

ÖNORM ISO 10003

Issue date: 2023 07 15

Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations (ISO 10003:2018)

This International Standard provides guidance for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution pr...
Valid
Publisher:
Austrian Standards International
Format:
Digital | 43 Pages
Language:
German | English | Download GER/ENG
This International 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 organizations products intended for, or required by, customers, the complaintshandling process or dispute-resolution process - resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce. This International Standard 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 organizations participation in dispute resolution, and - monitoring, evaluating and improving the dispute-resolution process.
ÖNORM ISO 10003
2023 07 15
Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizat...
Norm
ÖNORM ISO 10003
2008 01 01
Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizat...
Norm
Norm
ISO 9000:2015
Issue date : 2015 09 22
Quality management systems — Fundamentals and vocabulary