GB/T 19013-2021 Quality management—Customer satisfaction—Guidelines for dispute resolution external to organizations

Scope

This document provides guidance for organizations in planning, designing, developing, implementing, maintaining, and improving effective and efficient dispute resolution processes for complaints that the organization has failed to resolve. This document is applicable to: -- Complaints related to the organization's products and services, complaint handling processes, or dispute resolution processes; -- Resolving disputes arising from domestic or cross-border business activities (including e-commerce). This document can be used by organizations of various types, sizes, and product and service offerings, and covers the following aspects: -- Providing guidance on determining the timing and methods of organization's participation in dispute resolution; -- Providing guidance on selecting providers and using their services; -- Top management's involvement in resolving disputes and allocating appropriate resources, and fulfilling their responsibilities; -- Key points for fair, appropriate, transparent, and convenient dispute resolution; -- Providing guidance on managing organizations' participation in dispute resolution; -- Monitoring, evaluating, and improving the dispute resolution process. This document primarily addresses dispute resolution between organizations and the following parties: -- Individuals or families who purchase or use products and services for personal or household purposes; -- Small businesses. This document is not applicable to the resolution of other types of disputes, such as employment relationship disputes. It is also not applicable to complaint handling within organizations.

Development Information

Replace the following standards

Referenced Standards

Adopt standards

Related Standards