FD ISO 10003
Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations
ISO 10003:2007 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. ISO 10003:2007 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. ISO 10003:2007 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. ISO 10003:2007 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. ISO 10003:2007 does not apply to complaints handling within an organization.
ISO 10003:2007 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. ISO 10003:2007 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.
ISO 10003:2007 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.
ISO 10003:2007 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.
ISO 10003:2007 does not apply to complaints handling within an organization.
<p>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> <p>This document is applicable to:</p> <p>— complaints relating to the organization's products and services, the complaints-handling process or dispute-resolution process;</p> <p>— resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce.</p> <p>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> <p>— guidance on determining when and how organizations can participate in dispute resolution;</p> <p>— guidance on the selection of providers and use of their services;</p> <p>— top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization;</p> <p>— the essentials for fair, suitable, transparent and accessible dispute resolution;</p> <p>— guidance on management of an organization's participation in dispute resolution;</p> <p>— monitoring, evaluating and improving the dispute-resolution process.</p> <p>This document is particularly aimed at dispute resolution between an organization and</p> <p>— individuals purchasing or using products and services for personal or household purposes, or</p> <p>— small businesses.</p> <p>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>
- Avant-proposv
- Introductionvi
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0.1 Généralitésvi
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0.2 Relation avec l'ISO 9001 et l'ISO 9004vii
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0.3 Relation avec l'ISO 10001 et l'ISO 10002vii
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0.4 Déclarations de conformitéviii
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1 Domaine d'application1
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2 Références normatives2
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3 Termes et définitions2
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4 Lignes directrices3
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4.1 Généralités3
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4.2 Volonté de participer4
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4.3 Accessibilité4
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4.4 Aptitude4
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4.5 Équité4
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4.6 Compétence4
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4.7 Rapidité4
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4.8 Confidentialité4
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4.9 Transparence5
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4.10 Légalité5
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4.11 Capacité5
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4.12 Amélioration continue5
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5 Cadre de résolution des conflits5
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5.1 Engagement5
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5.2 Politique de résolution de conflits5
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5.3 Responsabilités de la direction6
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6 Planification, conception et élaboration7
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6.1 Généralités7
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6.2 Objectifs7
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6.3 Activités7
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6.4 Ressources8
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7 Opérations8
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7.1 Généralités8
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7.2 Renvoi de la réclamation8
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7.3 Réception d'un avertissement de conflit9
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7.4 Formulation de la réponse de l'organisme9
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7.5 Résolution de conflits9
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7.6 Mise en oeuvre de la résolution11
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7.7 Fermeture du dossier11
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8 Mise à jour et amélioration11
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8.1 Suivi11
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8.2 Analyse et évaluation11
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8.3 Revue de direction12
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8.4 Amélioration continue13
- Annexe A (informative) Lignes directrices relatives aux méthodes de résolution des conflits14
- Annexe B (informative) Interrelations entre l'ISO 10001, l'ISO 10002 et l'ISO 1000316
- Annexe C (normative) Lignes directrices relatives au consentement17
- Annexe D (normative) Lignes directrices relatives à l'accessibilité19
- Annexe E (normative) Lignes directrices relatives à l'adéquation21
- Annexe F (normative) Lignes directrices relatives à l'équité23
- Annexe G (normative) Lignes directrices relatives aux compétences25
- Annexe H (normative) Lignes directrices relatives à la ponctualité26
- Annexe I (normative) Lignes directrices relatives à la transparence27
- Annexe J (informative) Lignes directrices relatives au choix des prestataires29
- Annexe K (informative) Lignes directrices relatives à la politique de résolution de conflits30
- Annexe L (informative) Lignes directrices relatives aux éléments de conception de résolution de conflits31
- Annexe M (informative) Organigramme de résolution de conflit32
- Bibliographie34
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