FD ISO 10003

FD ISO 10003

February 2008
Published document Cancelled

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.

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Main informations

Collections

National standards and national normative documents

Thematics

Management et performance

Publication date

February 2008

Number of pages

44 p.

Reference

FD ISO 10003

ICS Codes

03.120.10   Quality management and quality assurance

Classification index

X50-197

Print number

1 - 17/03/2008

International kinship

ISO 10003:2007
Sumary
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.

Standard replaced by (1)
FD ISO 10003
November 2018
Published document Current
Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations

<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>

Table of contents
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  • Avant-propos
    v
  • Introduction
    vi
  • 0.1 Généralités
    vi
  • 0.2 Relation avec l'ISO 9001 et l'ISO 9004
    vii
  • 0.3 Relation avec l'ISO 10001 et l'ISO 10002
    vii
  • 0.4 Déclarations de conformité
    viii
  • 1 Domaine d'application
    1
  • 2 Références normatives
    2
  • 3 Termes et définitions
    2
  • 4 Lignes directrices
    3
  • 4.1 Généralités
    3
  • 4.2 Volonté de participer
    4
  • 4.3 Accessibilité
    4
  • 4.4 Aptitude
    4
  • 4.5 Équité
    4
  • 4.6 Compétence
    4
  • 4.7 Rapidité
    4
  • 4.8 Confidentialité
    4
  • 4.9 Transparence
    5
  • 4.10 Légalité
    5
  • 4.11 Capacité
    5
  • 4.12 Amélioration continue
    5
  • 5 Cadre de résolution des conflits
    5
  • 5.1 Engagement
    5
  • 5.2 Politique de résolution de conflits
    5
  • 5.3 Responsabilités de la direction
    6
  • 6 Planification, conception et élaboration
    7
  • 6.1 Généralités
    7
  • 6.2 Objectifs
    7
  • 6.3 Activités
    7
  • 6.4 Ressources
    8
  • 7 Opérations
    8
  • 7.1 Généralités
    8
  • 7.2 Renvoi de la réclamation
    8
  • 7.3 Réception d'un avertissement de conflit
    9
  • 7.4 Formulation de la réponse de l'organisme
    9
  • 7.5 Résolution de conflits
    9
  • 7.6 Mise en oeuvre de la résolution
    11
  • 7.7 Fermeture du dossier
    11
  • 8 Mise à jour et amélioration
    11
  • 8.1 Suivi
    11
  • 8.2 Analyse et évaluation
    11
  • 8.3 Revue de direction
    12
  • 8.4 Amélioration continue
    13
  • Annexe A (informative) Lignes directrices relatives aux méthodes de résolution des conflits
    14
  • Annexe B (informative) Interrelations entre l'ISO 10001, l'ISO 10002 et l'ISO 10003
    16
  • Annexe C (normative) Lignes directrices relatives au consentement
    17
  • Annexe D (normative) Lignes directrices relatives à l'accessibilité
    19
  • Annexe E (normative) Lignes directrices relatives à l'adéquation
    21
  • Annexe F (normative) Lignes directrices relatives à l'équité
    23
  • Annexe G (normative) Lignes directrices relatives aux compétences
    25
  • Annexe H (normative) Lignes directrices relatives à la ponctualité
    26
  • Annexe I (normative) Lignes directrices relatives à la transparence
    27
  • Annexe J (informative) Lignes directrices relatives au choix des prestataires
    29
  • Annexe K (informative) Lignes directrices relatives à la politique de résolution de conflits
    30
  • Annexe L (informative) Lignes directrices relatives aux éléments de conception de résolution de conflits
    31
  • Annexe M (informative) Organigramme de résolution de conflit
    32
  • Bibliographie
    34
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