GB/T 19013-2009 Quality management—Customer satisfaction—Guidelines for dispute resolution external to organizations

Scope

This standard 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 standard applies to:
——Complaints related to products provided by the organization to customers or required by customers, as well as complaints related to the complaint handling process or dispute resolution process; Note 1: The term "product" in this standard includes services, software, hardware, and process materials.

Development Information

Superseded by the following standards

Referenced Standards

Adopt standards

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