ČSN ISO 10003 (010341) Aktuální vydání

Anotace obsahu normy

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.