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.<\/p>\n
This document is applicable to:<\/p>\n
complaints relating to the organization\u2019s products and services, the complaints-handling process or dispute-resolution process;<\/p>\n<\/li>\n
resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce.<\/p>\n<\/li>\n<\/ul>\n
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:<\/p>\n
guidance on determining when and how organizations can participate in dispute resolution;<\/p>\n<\/li>\n
guidance on the selection of providers and use of their services;<\/p>\n<\/li>\n
top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization;<\/p>\n<\/li>\n
the essentials for fair, suitable, transparent and accessible dispute resolution;<\/p>\n<\/li>\n
guidance on management of an organization\u2019s participation in dispute resolution;<\/p>\n<\/li>\n
monitoring, evaluating and improving the dispute-resolution process.<\/p>\n<\/li>\n<\/ul>\n
This document is particularly aimed at dispute resolution between an organization and<\/p>\n
individuals purchasing or using products and services for personal or household purposes, or<\/p>\n<\/li>\n
small businesses.<\/p>\n<\/li>\n<\/ul>\n
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.<\/p>\n
| PDF Pages<\/th>\n | PDF Title<\/th>\n<\/tr>\n | ||||||
|---|---|---|---|---|---|---|---|
| 2<\/td>\n | National foreword <\/td>\n<\/tr>\n | ||||||
| 7<\/td>\n | Foreword <\/td>\n<\/tr>\n | ||||||
| 8<\/td>\n | Introduction <\/td>\n<\/tr>\n | ||||||
| 11<\/td>\n | 1 Scope 2 Normative references 3 Terms and definitions <\/td>\n<\/tr>\n | ||||||
| 14<\/td>\n | 4 Guiding principles 4.1 General 4.2 Commitment 4.3 Responsiveness 4.4 Information integrity 4.5 Accountability <\/td>\n<\/tr>\n | ||||||
| 15<\/td>\n | 4.6 Consent to participate 4.7 Accessibility 4.8 Suitability 4.9 Fairness 4.10 Competence 4.11 Timeliness 4.12 Confidentiality <\/td>\n<\/tr>\n | ||||||
| 16<\/td>\n | 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 <\/td>\n<\/tr>\n | ||||||
| 17<\/td>\n | 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 <\/td>\n<\/tr>\n | ||||||
| 18<\/td>\n | 6 Planning, design and development 6.1 General 6.2 Objectives 6.3 Activities 6.3.1 Diagnosis <\/td>\n<\/tr>\n | ||||||
| 19<\/td>\n | 6.3.2 Design 6.3.3 Testing 6.4 Resources <\/td>\n<\/tr>\n | ||||||
| 20<\/td>\n | 7 Operation 7.1 General 7.2 Complaint referral 7.3 Receipt of dispute notice 7.4 Formulation of the organization\u2019s response 7.4.1 Evaluation of dispute 7.4.2 Development of initial position <\/td>\n<\/tr>\n | ||||||
| 21<\/td>\n | 7.5 Resolution of dispute 7.5.1 Facilitative method 7.5.2 Advisory and determinative methods <\/td>\n<\/tr>\n | ||||||
| 22<\/td>\n | 7.5.3 Settlement 7.5.4 Acceptance of recommendation 7.5.5 Review of determinative decision 7.6 Implementation of resolution <\/td>\n<\/tr>\n | ||||||
| 23<\/td>\n | 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 <\/td>\n<\/tr>\n | ||||||
| 24<\/td>\n | 8.4.3 Output 8.5 Continual improvement <\/td>\n<\/tr>\n | ||||||
| 25<\/td>\n | Annex A (informative) Guidance on dispute-resolution methods <\/td>\n<\/tr>\n | ||||||
| 27<\/td>\n | Annex B (informative) Interrelationship of ISO 10001, ISO 10002, this document and ISO 10004 <\/td>\n<\/tr>\n | ||||||
| 29<\/td>\n | Annex C (informative) Guidance on consent to participate <\/td>\n<\/tr>\n | ||||||
| 31<\/td>\n | Annex D (informative) Guidance on accessibility <\/td>\n<\/tr>\n | ||||||
| 33<\/td>\n | Annex E (informative) Guidance on suitability <\/td>\n<\/tr>\n | ||||||
| 35<\/td>\n | Annex F (informative) Guidance on fairness <\/td>\n<\/tr>\n | ||||||
| 37<\/td>\n | Annex G (informative) Guidance on competence <\/td>\n<\/tr>\n | ||||||
| 38<\/td>\n | Annex H (informative) Guidance on timeliness <\/td>\n<\/tr>\n | ||||||
| 39<\/td>\n | Annex I (informative) Guidance on transparency <\/td>\n<\/tr>\n | ||||||
| 41<\/td>\n | Annex J (informative) Guidance on selecting providers <\/td>\n<\/tr>\n | ||||||
| 42<\/td>\n | Annex K (informative) Guidance on dispute-resolution policy <\/td>\n<\/tr>\n | ||||||
| 43<\/td>\n | Annex L (informative) Guidance on elements of design for dispute resolution <\/td>\n<\/tr>\n | ||||||
| 44<\/td>\n | Annex M (informative) Dispute-resolution flowchart <\/td>\n<\/tr>\n | ||||||
| 46<\/td>\n | Bibliography <\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":" Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations<\/b><\/p>\n |