T/GKXBW 0001-2019 Consumer Complaint Management Standards

Scope

Scope: This standard specifies the terms and definitions, basic principles, organizational management, complaint handling, dispute resolution, evaluation, and improvement of consumer complaint management. This standard applies to the management of consumer complaints by the Consumer Rights Protection Committee of Port District, Fangchenggang City. Main technical content: This standard sets requirements for the basic principles, organizational management, complaint handling, dispute resolution, evaluation, and improvement of consumer complaint management. 1) The basic principles consist of the civility, objectivity, timeliness, fairness, and public welfare of complaint handling, providing the basic concepts that should be followed in complaint handling. 2) Organizational management sets requirements from aspects such as institutional setting, system construction, and publicity. 3) Complaint handling is the focus of this standard. This part follows the Consumer Rights Protection Law of the People's Republic of China (amended in 2013), references the core elements of GB/T 17242-1998 "Guide for Complaint Handling" and GB/T 19012-2019 "Quality Management - Customer Satisfaction - Guide for Organizational Complaint Handling", and, based on the summary of the association's years of management experience and its own management expectations, sets relevant requirements. 4) Finally, it sets requirements for dispute resolution, evaluation, and improvement.

Development Information

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