What ISO 10003:2018 - Quality management - Customer satisfaction - Guidelines for external dispute resolution for organizations requires
ISO 10003:2018 provides guidelines for organizations to establish, implement, and improve external dispute resolution (EDR) processes for resolving customer complaints impartially and efficiently. It applies to any organization seeking to enhance customer trust through structured, third-party dispute resolution mechanisms, particularly under Clause 6.1 on EDR process design and Clause 7.3 on impartiality of adjudicators.
Pillar: Operations & CX · Authority: International Organization for Standardization (ISO) · Version: 1.0.0 · Last updated:
Primary source: https://www.iso.org/standard/64241.html
SHA-256 integrity: 64512039fb59c2f2efc158ac3a6530856f0cea474043d9d585d2692761c12c38
Primary Citations — 5 traced to source
- ISO 10003:2018, Clause 6.1 - Design and development of the EDR process
- ISO 10003:2018, Clause 6.3.2 - Information to be provided to the complainant
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