Description
This standard contains guidance to plan, arrange, execute, maintain and improve an effective and efficient process to external dispute resolution for complaints that were not resolved by the organization internally.
TABLE OF CONTENTS
| Contents | Page |
| 0 Introduction | vi |
| 0.1 General | vi |
| 0.2 Relationship with ISO 9001 and ISO 9004 | vii |
| 0.3 Relationship with ISO 10001 and ISO 10002 | vii |
| 0.4 Statements regarding conformity | vii |
| 1 Scope | 1 |
| 2 Normative references | 1 |
| 3 Terms and definitions | 1 |
| 4 Guiding principles | 3 |
| 4.1 General | 3 |
| 4.2 Consent to participate | 3 |
| 4.3 Accessibility | 3 |
| 4.4 Suitability | 3 |
| 4.5 Fairness | 3 |
| 4.6 Competence | 4 |
| 4.7 Timeliness | 4 |
| 4.8 Confidentiality | 4 |
| 4.9 Transparency | 4 |
| 4.10 Legality | 4 |
| 4.11 Capacity | 4 |
| 4.12 Continual improvement | 4 |
| 5 Dispute-resolution framework | 4 |
| 5.1 Commitment | 4 |
| 5.2 Dispute-resolution policy | 5 |
| 5.3 Top management responsibilities | 5 |
| 6 Planning, design and development | 6 |
| 6.1 General | 6 |
| 6.2 Objectives | 6 |
| 6.3 Activities | 6 |
| 6.4 Resources | 7 |
| 7 Operations | 7 |
| 7.1 General | 7 |
| 7.2 Complaint referral | 7 |
| 7.3 Receipt of dispute notice | 7 |
| 7.4 Formulation of the organization’s response | 8 |
| 7.5 Resolution of dispute | 8 |
| 7.6 Implementation of resolution | 9 |
| 7.7 Closing the file | 10 |
| 8 Maintenance and improvement | 10 |
| 8.1 Monitoring | 10 |
| 8.2 Analysis and evaluation | 10 |
| 8.3 Management review | 10 |
| 8.4 Continual improvement | 11 |
| Annex A (informative) Guidance on dispute-resolution methods | 12 |
| Annex B (informative) Inter-relationship of ISO 10001, ISO 10002 and ISO 10003 | 14 |
| Annex C (normative) Guidance on consent to participate | 15 |
| Annex D (normative) Guidance on accessibility | 17 |
| Annex E (normative) Guidance on suitability | 19 |
| Annex F (normative) Guidance on fairness | 20 |
| Annex G (normative) Guidance on competence | 22 |
| Annex H (normative) Guidance on timeliness | 23 |
| Annex J (informative) Guidance on selecting providers | 25 |
| Annex K (informative) Guidance on dispute-resolution policy | 26 |
| Annex L (informative) Guidance on elements of design for dispute resolution | 27 |
| Annex M (informative) Dispute-resolution flowchart | 28 |
| Bibliography | 29 |