GB/T 19012-2019 Quality management—Customer satisfaction—Guidelines for complaints handling in organizations

Scope

This standard provides guidance for the complaint handling process related to products and services within an organization, including planning, design, development, operation, maintenance, and improvement. The complaint handling process described in this standard is suitable to be used as one of the processes of the entire quality management system.
Note: In this standard, the terms "product" and "service" refer to the outputs provided by an organization to customers or in accordance with customer requirements.
This standard is applicable to organizations of all types, sizes, and those providing different products or services, as well as organizations in various industries. Appendix B specifically provides guidance for small enterprises.

Development Information

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