Description
This standard provides guidance on the process of complaints handling related to products within an organisation, including planning, design, operation, maintenance and improvement.
TABLE OF CONTENTS
| Contents | Page |
| Introduction | vi |
| 1 Scope | 1 |
| 2 Normative references | 1 |
| 3 Terms and definitions | 1 |
| 4 Guiding principles | 3 |
| 4.1 General | 3 |
| 4.2 Visibility | 3 |
| 4.3 Accessibility | 3 |
| 4.4 Responsiveness | 3 |
| 4.5 Objectivity | 3 |
| 4.6 Charges | 3 |
| 4.7 Confidentiality | 4 |
| 4.8 Customer-focused approach | 4 |
| 4.9 Accountability | 4 |
| 4.10 Continual improvement | 4 |
| 5 Complaints-handling framework | 4 |
| 5.1 Commitment | 4 |
| 5.2 Policy | 4 |
| 5.3 Responsibility and authority | 5 |
| 6 Planning and design | 6 |
| 6.1 General | 6 |
| 6.2 Objectives | 6 |
| 6.3 Activities | 6 |
| 6.4 Resources | 6 |
| 7 Operation of complaints-handling process | 7 |
| 7.1 Communication | 7 |
| 7.2 Receipt of complaint | 7 |
| 7.3 Tracking of complaint | 7 |
| 7.4 Acknowledgement of complaint | 8 |
| 7.5 Initial assessment of complaint | 8 |
| 7.6 Investigation of complaints | 8 |
| 7.7 Response to complaints | 8 |
| 7.8 Communicating the decision | 8 |
| 7.9 Closing the complaint | 8 |
| 8 Maintenance and improvement | 8 |
| 8.1 Collection of information | 8 |
| 8.2 Analysis and evaluation of complaints | 9 |
| 8.3 Satisfaction with the complaints-handling process | 9 |
| 8.4 Monitoring of the complaints-handling process | 9 |
| 8.5 Auditing of the complaints-handling process | 9 |
| 8.6 Management review of the complaints-handling process | 9 |
| 8.7 Continual improvement | 10 |
| Annex A (informative) Guidance for small businesses | 12 |
| Aneex B (informative) Form for complainant | 13 |
| Annex C (informative) Objectivity | 14 |
| Annex D (informative) Complaints follow up form | 16 |
| Annex E (informative) Responses | 19 |
| Annex F (informative) Escalation flowchart | 20 |
| Annes G (informative) Continual monitoring | 20 |
| Annex H (informative) Audit | 23 |
| Bibliography | 24 |