BS ISO 10003:2007
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
View Superseded by
Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations
Hardcopy , PDF
07-20-2018
English
02-29-2008
Important note : All end users must be registered with an Account prior to user licenses being assigned.
Foreword
Introduction
0.1 General
0.2 Relationship with ISO 9001 and ISO 9004
0.3 Relationship with ISO 10001 and ISO 10002
0.4 Statements regarding conformity
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
4.1 General
4.2 Consent to participate
4.3 Accessibility
4.4 Suitability
4.5 Fairness
4.6 Competence
4.7 Timeliness
4.8 Confidentiality
4.9 Transparency
4.10 Legality
4.11 Capacity
4.12 Continual improvement
5 Dispute-resolution framework
5.1 Commitment
5.2 Dispute-resolution policy
5.3 Top management responsibilities
6 Planning, design and development
6.1 General
6.2 Objectives
6.3 Activities
6.4 Resources
7 Operations
7.1 General
7.2 Complaint referral
7.3 Receipt of dispute notice
7.4 Formulation of the organization's response
7.5 Resolution of dispute
7.6 Implementation of resolution
7.7 Closing the file
8 Maintenance and improvement
8.1 Monitoring
8.2 Analysis and evaluation
8.3 Management review
8.4 Continual improvement
Annex A (informative) - Guidance on dispute-resolution
methods
Annex B (informative) - Inter-relationship of ISO 10001,
ISO 10002 and ISO 10003
Annex C (normative) - Guidance on consent to participate
Annex D (normative) - Guidance on accessibility
Annex E (normative) - Guidance on suitability
Annex F (normative) - Guidance on fairness
Annex G (normative) - Guidance on competence
Annex H (normative) - Guidance on timeliness
Annex I (normative) - Guidance on transparency
Annex J (informative) - Guidance on selecting providers
Annex K (informative) - Guidance on dispute-resolution
policy
Annex L (informative) - Guidance on elements of design for
dispute resolution
Annex M (informative) - Dispute-resolution flowchart
Bibliography
Gives 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.
| Committee |
SVS/0
|
| DevelopmentNote |
Supersedes 06/30153106 DC. (02/2008)
|
| DocumentType |
Standard
|
| Pages |
46
|
| PublisherName |
British Standards Institution
|
| Status |
Superseded
|
| SupersededBy | |
| Supersedes |
| Standards | Relationship |
| ISO 10003:2007 | Identical |
| BS 8543:2015 | Complaint handling in organizations. Specification |
| BIP 2211 : 2012 | COMPLAINTS MANAGEMENT - TURNING NEGATIVES INTO POSITIVES |
| 15/30294328 DC : 0 | BS 8543 - COMPLAINTS HANDLING IN ORGANIZATIONS - SPECIFICATION |
| BS 18477:2010 | Inclusive service provision. Requirements for identifying and responding to consumer vulnerability |
| BIP 2222 : 2012 | COMPLAINTS MANAGEMENT - TURNING NEGATIVES INTO POSITIVES (INCLUDING BS ISO 10002:2004 AND BS ISO 10003:2007) |
| ISO 10001:2007 | Quality management Customer satisfaction Guidelines for codes of conduct for organizations |
| ISO 10015:1999 | Quality management Guidelines for training |
| ISO/IEC Guide 37:2012 | Instructions for use of products by consumers |
| ISO 10002:2014 | Quality management Customer satisfaction Guidelines for complaints handling in organizations |
| ISO 9004:2009 | Managing for the sustained success of an organization A quality management approach |
| ISO 9001:2015 | Quality management systems — Requirements |
| ISO 9000:2015 | Quality management systems — Fundamentals and vocabulary |
Access your standards online with a subscription
Features
-
Simple online access to standards, technical information and regulations.
-
Critical updates of standards and customisable alerts and notifications.
-
Multi-user online standards collection: secure, flexible and cost effective.