ISO INTERNATIONAL STANDARD 10003 Secondedition 2018-07 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations Managementdelaqualité-Satisfactionduclient-Lignes directrices relatives a la résolution externe de conflits aux organismes Referencenumber IS0 10003:2018(E) ISO @IS0 2018 IS0 10003:2018(E) COPYRIGHTPROTECTEDDOCUMENT IS02018 All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting below or Iso's member body in the country of the requester. ISO copyright office CP 401 : Ch. de Blandonnet 8 CH-1214 Vernier, Geneva Phone:+4122749 0111 Fax: +41 22 749 09 47 Email: [email protected] Website: www.iso.org Published in Switzerland ii @ IS0 2018 - All rights reserved IS0 10003:2018(E) Contents Page Foreword ..V Introduction. ..vi 1 Scope. 2 Normative references 3 Terms and definitions 4 Guiding principles 4.1 General. .4 4.2 Commitment 4.3 Responsiveness. 4 4.4 Information integrity .4 4.5 Accountability 4 4.6 Consent to participate .5 4.7 Accessibility .5 4.8 Suitability .5 4.9 Fairness 5 4.10 Competence 5 Timeliness. .5 4.11 4.12 Confidentiality .5 4.13 Transparency .6 4.14 Agreement. 6 4.15 Capacity. ..6 4.16 Improvement 6 4.17 Customer-focused approach .6 .6 5 Dispute-resolution framework 5.1 Context of the organization 6 5.2 Commitment .6 5.3 Dispute-resolution policy 7 5.3.1 Policy establishment .7 5.3.2 .7 Policy review 5.3.3 Policy consistency .7 5.4 Top management responsibilities 7 Planning, design and development. .8 6 6.1 General .8 6.2 Objectives. ..8 6.3 Activities .8 6.3.1 Diagnosis ..8 6.3.2 Design. .9 Testing 6.3.3 ..9 6.4 Resources. .9 7 Operation .10 7.1 General .10 7.2 Complaint referral. .10 7.3 Receipt ofdisputenotice .10 7.4 Formulation of the organization's response .10 7.4.1 Evaluation of dispute .10 Developmentof initial position .10 7.4.2 7.5 Resolution of dispute.. .11 7.5.1 Facilitative method. ..11 7.5.2 Advisory and determinative methods .11 7.5.3 .12 Settlement. 7.5.4 Acceptanceofrecommendation .12 7.5.5 Reviewof determinativedecision. .12 @ IS0 2018 - All rights reserved ili