ISO 10003:2018 pdf download – Quality management — Customersatisfaction Guidelines for disputere solution external to organizations.
4.6 Consent to participate
Participation of the complainants in dispute resolution offered by the organization should be voluntary. Consent to participate should be based on lull knowledge and understanding of the process and possible outcomes. When the customer is an individual purchasing or using products and services fur personal or household purposes, consent to participate should not be a required condition for receiving them (see AnnexC).
NOTE I Consent to participate In dispute resolution can be a required condition In busIness-to-business contracts.
NOTE 2 Consent to participate can be subject to different statutory and regulatory requirements in difierent parts of the world.
4.7 Accessibility
A dispute-resolution process should be easy to find and use (see Annex D).
4.8 Suitability
The type of dispute-resolution method offered to parties to a dispute (see Annex A) and the potential remedies available to a complainant should be suitable to the nature of the dispute (see Annex E).
4.9 Fairness
The organization should engage in dispute resolution with the intent of fairly and honestly resolving the dispute with the complainant. The organization should select a provider whose dispute-resolution personnel and dispute resolvers engaged in dispute resolution are impartial and objective, so that processes, recommendations and determinative decisions are fair to both parties and are recognized as being made independently see Annex F).
4.10 Competence
Organization personnel, providers and dispute resolvers should have the personal attributes, skills, training, education and experience necessary to fulfil their responsibilities related to dispute resolution (see Annex G).
4.11 Timeliness
Dispute resolution should be delivered as expeditiously as feasible given the nature of the dispute and of the process used (see Annex H).
4.12 Confidentiality
Personally identifiable information should be kept confidential and protected, unless disclosure Is required by law or consent for disclosure Is obtained from the person concerned. Similarly, trade secrets should be kept confidential and protected, unless disclosure is required by law or consent for disclosure is obtained from the party that has the trade secret,
NOTE I Personally Identifiable Information is Information that when associated with an Individual can be used to identify him or her, and is retrievable by the individual’s name, address, email address, telephone number or similarly specific Identifier. The precise meaning of the term differs around the world.
NOTE 2 This principle can be applied through a policy governing the use ,wd desciosure of Information obtained during a dispute, and providing notice o that policy to the parties to the dispute.
NOTE 3 To encourage the voluntary participation of organizations in dispute resolution, it is sometimes necessary to protect the identity of the organization, unless disclosure Is required by law.
4.13 Transparency
Adequate information about the dispute-resolution process, the provider and its performance should be disclosed to complainants. organizations and the public (see Annex 1).
NOTE Transparency refers to lnforrnatwn jbout the ditpuce-resoluuon plocess, the provider and us performance, as opposed to personal information about the complainant and trade secrets of the organization.
4.14 Agreement
A dispute-resolution process should be operated with the agreement of the parties.
4.15 Capacity
Sufficient resources should be made available for and committed to dispute resolution, and should be managed effectively and efficiently.
4.16 improvement
Increased effectiveness and efficiency of the dispute-resolution process should be a permanent objective.
4.17 Customer-focused approach
The organization should adopt a customer-focused approach with respect to dispute resolution and should be open to feedback.
5 I)ispute—resolution framework
5.1 Context of the organization
In planning, designing, developing, operating, maintaining and improving the dispute’resolution process, the organization should consider its context by:
— Identifying and addressing external and internal issues that are relevant to the organizations purpose and that affect its ability to achieve dispute-resolution objectives;
— identifying the interested parties that are relevant to the dispute-resolution process, and addressing the relevant needs and expectations of these interested parties;
— identifying the scope of the dispute-resolution process, including its boundaries and applicability, and taking into account the external and internal issues and the needs of interested parties noted above.
5.2 Commitment
Top management should demonstrate leadership in, and the organization should be committed to. an effective and efficient dispute-resolution process that conforms to the organizations dispute-resolution policy (see 5.3). It Is particularly Important that top management demonstrates and promotes this commitment. A strong leadership and an unambiguous commitment to dispute resolution can be useful supplements to the organization’s internal complaint handling process, and can allow both personnel and complainants to contribute to the improvement of the organization’s products, services and processes. This leadership and commitment should be reflected in the establishment and dissemination of policy and procedures for the resolution of disputes, and by the provision of adequate resources, including training.