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BS ISO 10003:2018

BS ISO 10003:2018

$189.07

Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations

Published By Publication Date Number of Pages
BSI 2018 48
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This document gives guidelines 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 document is applicable to:

  • complaints relating to the organization’s products and services, 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.

This document is intended for use by any organization regardless of its type or size, or the products and services it provides, 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;

  • monitoring, evaluating and improving the dispute-resolution process.

This document is particularly aimed at dispute resolution between an organization and

  • individuals purchasing or using products and services for personal or household purposes, or

  • small businesses.

This document does not apply to the resolution of other types of disputes, such as employment disputes. It does not apply to complaints handling within an organization.

PDF Catalog

PDF Pages PDF Title
2 National foreword
7 Foreword
8 Introduction
11 1 Scope
2 Normative references
3 Terms and definitions
14 4 Guiding principles
4.1 General
4.2 Commitment
4.3 Responsiveness
4.4 Information integrity
4.5 Accountability
15 4.6 Consent to participate
4.7 Accessibility
4.8 Suitability
4.9 Fairness
4.10 Competence
4.11 Timeliness
4.12 Confidentiality
16 4.13 Transparency
4.14 Agreement
4.15 Capacity
4.16 Improvement
4.17 Customer-focused approach
5 Dispute-resolution framework
5.1 Context of the organization
5.2 Commitment
17 5.3 Dispute-resolution policy
5.3.1 Policy establishment
5.3.2 Policy review
5.3.3 Policy consistency
5.4 Top management responsibilities
18 6 Planning, design and development
6.1 General
6.2 Objectives
6.3 Activities
6.3.1 Diagnosis
19 6.3.2 Design
6.3.3 Testing
6.4 Resources
20 7 Operation
7.1 General
7.2 Complaint referral
7.3 Receipt of dispute notice
7.4 Formulation of the organization’s response
7.4.1 Evaluation of dispute
7.4.2 Development of initial position
21 7.5 Resolution of dispute
7.5.1 Facilitative method
7.5.2 Advisory and determinative methods
22 7.5.3 Settlement
7.5.4 Acceptance of recommendation
7.5.5 Review of determinative decision
7.6 Implementation of resolution
23 7.7 Closing the file
8 Maintenance and improvement
8.1 Monitoring
8.2 Analysis and evaluation
8.3 Evaluation of the satisfaction with the dispute-resolution process
8.4 Management review
8.4.1 General
8.4.2 Input
24 8.4.3 Output
8.5 Continual improvement
25 Annex A (informative) Guidance on dispute-resolution methods
27 Annex B (informative) Interrelationship of ISO 10001, ISO 10002, this document and ISO 10004
29 Annex C (informative) Guidance on consent to participate
31 Annex D (informative) Guidance on accessibility
33 Annex E (informative) Guidance on suitability
35 Annex F (informative) Guidance on fairness
37 Annex G (informative) Guidance on competence
38 Annex H (informative) Guidance on timeliness
39 Annex I (informative) Guidance on transparency
41 Annex J (informative) Guidance on selecting providers
42 Annex K (informative) Guidance on dispute-resolution policy
43 Annex L (informative) Guidance on elements of design for dispute resolution
44 Annex M (informative) Dispute-resolution flowchart
46 Bibliography

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BS ISO 10003:2018
$189.07