BAS ISO 10003:2009

This International Standard provides guidance for an organization to plan, design, develop, operate, maintain and improve an effective and effi cient dispute-resolution process for complaints that have not been resolved by the organization. This International Standard is applicable to: - complaints relating to the organization’s products intended for, or required by, customers, the complaints-handling process or disputeresolution process; NOTE 1 Throughout this International Standard, the term “product” encompasses services, software, hardware and processed materials. - resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce. This International Standard is intended for use by organizations regardless of type, size and product provided, 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, and - monitoring, evaluating and improving the dispute-resolution process.