Overview

With respect to edition 2005-04 some updates have been made in the standard; it can be described as follows. Some terms are defined at the beginning of the standard, amongst others the terms complaint as an expression of dissatisfaction made to an organization, related to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected. Complainant person, organization or its representative, making a complaint. The standard gives guidance for a complaints-handling process, including planning, design, operation, maintenance, monitoring and improvement. This process takes place within the organization. The standard is not applicable to disputes referred for resolution outside the organization and employment-related disputes. The complaints-handling process can be used as one of the processes of an overall quality management system. The aims and contents of the standard are as follows: - enhancing customer satisfaction by creating a customer-focused environment that is open to feedback. - top management involvement and commitment. - recognizing and addressing the needs and expectations of complainants. - providing complainants with an open, effective and easy-to-use complaints process. - analysing and evaluating complaints in order to improve product quality. - auditing of the complaints-handling process. - reviewing the effectiveness and efficiency of the complaints-handling process. For effective handling of complaints the standard recommends taking into account 10 fundamental principles (referred to as "Guiding principles"), for instance visibility, accessibility, responsiveness, objectivity and confidentiality. Further principles relate to customer focus and fair treatment of the own personnel of the organization. The annexes give additional guidance on the following topics: - procedures for small businesses. - form for complainant. - objectivity. - responses of the organization to complainant. - escalation flowchart for cases where no internal resolution can be found without taking further measures. - continuous monitoring of the complaint-handling process. - audit of the complaint-handling process.

Document: references other documents

Document: referenced in other documents

Responsible national committee

NA 147-00-01 AA - Quality Management  

Responsible international committee

ISO/TC 176/SC 3 - Supporting technologies