This International Standard provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. This International Standard is not applicable to disputes referred for resolution outside the organization or for employment-related disputes. It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses. This International Standard addresses the following aspects of complaints handling:
Sisällysluettelo
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
4.1 General
4.2 Visibility
4.3 Accessibility
4.4 Responsiveness
4.5 Objectivity
4.6 Charges
4.7 Confidentiality
4.8 Customer-focused approach
4.9 Accountability
4.10 Continual improvement
5 Complaints-handling framework
5.1 Commitment
5.2 Policy
5.3 Responsibility and authority
6 Planning and design
6.1 General
6.2 Objectives
6.3 Activities
6.4 Resources
7 Operation of complaints-handling process
7.1 Communication
7.2 Receipt of complaints
7.3 Tracking of complaints
7.4 Acknowledgement of complaints
7.5 Initial assessment of complaints
7.6 Investigation of complaints
7.7 Response to complaints
7.8 Communicating the decision
7.9 Closing complaints
8 Maintenance and improvement
8.1 Collection of information
8.2 Analysis and evaluation of complaints
8.3 Satisfaction with the complaints-handling process
8.4 Monitoring of the complaints-handling process
8.5 Auditing of the complaints-handling process
8.6 Management review of the complaints-handling process
8.7 Continual improvement
Annex A Guidance for small businesses (informative)