ČSN ISO 10003 (010341)

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Anotácia textu normy ČSN ISO 10003 (010341):

This document gives guidelines for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization.

This document is applicable to:

• - complaints relating to the organization´s products and services, the complaints-handling process or dispute-resolution process;
• - resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce.

- This document is intended for use by any organization regardless of its type or size, or the products and services it provides, and deals with:

• - guidance on determining when and how organizations can participate in dispute resolution;
• - guidance on the selection of providers and use of their services;
• - top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization;
• - the essentials for fair, suitable, transparent and accessible dispute resolution;
• - guidance on management of an organization´s participation in dispute resolution;
• - monitoring, evaluating and improving the dispute-resolution process.

This document is particularly aimed at dispute resolution between an organization and

- individuals purchasing or using products and services for personal or household purposes, or

- small businesses.

This document does not apply to the resolution of other types of disputes, such as employment disputes. It does not apply to complaints handling within an organization