Quality Management - Customer Satisfaction - Guidelines for Dispute Resolution External to Organizations

This International Standard 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. This International Standard is applicable to:

- complaints relating to the organization's products intended for, or required by, customers, the complaintshandling process or dispute-resolution process;

NOTE 1 Throughout this International Standard, the term "product" encompasses services, software, hardware and processed materials.

- resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce.

This International Standard 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.

NOTE 2 This International Standard is particularly aimed at dispute resolution between an organization and

- individuals purchasing or using products for personal or household purposes, or

- small businesses.