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: 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: This document is particularly aimed at dispute resolution between an organization and 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.
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
4.1 General
4.2 Commitment
4.3 Responsiveness
4.4 Information integrity
4.5 Accountability
4.6 Consent to participate
4.7 Accessibility
4.8 Suitability
4.9 Fairness
4.10 Competence
4.11 Timeliness
4.12 Confidentiality
4.13 Transparency
4.14 Agreement
4.15 Capacity
4.16 Improvement
4.17 Customer-focused approach
5 Dispute-resolution framework
5.1 Context of the organization
5.2 Commitment
5.3 Dispute-resolution policy
5.4 Top management responsibilities
6 Planning, design and development
6.1 General
6.2 Objectives
6.3 Activities
6.4 Resources
7 Operation
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 Evaluation of the satisfaction with the dispute-resolution process
8.4 Management review
8.5 Continual improvement
Annex A Guidance on dispute-resolution methods (informative)
Annex B Interrelationship of ISO 10001, ISO 10002, this document and ISO 10004 (informative)
Annex C Guidance on consent to participate (informative)
Annex D Guidance on accessibility (informative)
Annex E Guidance on suitability (informative)
Annex F Guidance on fairness (informative)
Annex G Guidance on competence (informative)
Annex H Guidance on timeliness (informative)
Annex I Guidance on transparency (informative)
Annex J Guidance on selecting providers (informative)
Annex K Guidance on dispute-resolution policy (informative)
Annex L Guidance on elements of design for dispute resolution (informative)
Annex M Dispute-resolution flowchart (informative)