MS ISO 10003:2018 Quality management – Customer satisfaction – Guidelines for dispute resolution external to organizations

Scope:

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.