ISO 10003:2007 - $162.00   BUY NOW

Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations

ISO 10003:2007 Publication Description:

ISO 10003:2007 provides guidance 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. ISO 10003:2007 is applicable to:

  • complaints relating to the organization's products intended for, or required by, customers, 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.

ISO 10003:2007 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.

ISO 10003:2007 is not intended for certification or for contractual purposes. It does not apply to the resolution of other types of disputes, such as employment disputes. It is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.

ISO 10003:2007 does not apply to complaints handling within an organization.

International Classification for Standards (ICS)

ICS Classification Field ICS Field Sub-Group and Number
ICS-03-Services ICS Quality Management/QA (03.120.10)

ICS Related Standards

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$103.00 ISO 10001:2007 Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations
$138.00 ISO 10002:2014 Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
$139.00 ISO 10002:2004 Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
$162.00 ISO 10004:2012 Quality management - Customer satisfaction - Guidelines for monitoring and measuring
$173.00 ISO 10005:1995 Quality management - Guidelines for quality plans (formerly ISO/DIS 9004-5)
$162.00 ISO 10006:2003 Quality management systems - Guidelines for quality management in projects
$173.00 ISO 10006:1997 Quality management - Guidelines to quality in project management
$68.00 ISO 10007:2003 Quality management systems - Guidelines for configuration management
$173.00 ISO 10007:1995 Quality management - Guidelines for configuration management
$162.00 ISO 10008:2013 Quality management - Customer satisfaction - Guidelines for business-to-consumer electronic commerce transactions
$173.00 ISO 10011-1:1990 Guidelines for auditing quality systems - Part 1: Auditing
$173.00 ISO 10011-2:1991 Guidelines for auditing quality systems - Part 2: Qualification criteria for quality systems auditors
$173.00 ISO 10011-3:1991 Guidelines for auditing quality systems - Part 3: Management of audit programmes
$173.00 ISO 10012-1:1992 Quality assurance requirements for measuring equipment - Part 1: Metrological confirmation system for measuring equipment
$173.00 ISO 10012-2:1997 Quality assurance for measuring equipment - Part 2: Guidelines for control of measurement processes
$173.00 ISO 10013:1995 Guidelines for developing quality manuals
$138.00 ISO 10014:2006 Quality management - Guidelines for realizing financial and economic benefits
$103.00 ISO 10015:1999 Quality management - Guidelines for training
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$185.00 ISO 13485:2016 Medical devices - Quality management systems - Requirements for regulatory purposes
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$185.00 ISO 19011:2011 Guidelines for auditing management systems
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$209.00 ISO 9000:2015 Quality management systems - Fundamentals and vocabulary
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$173.00 ISO 9000-1:1994 Quality management and quality assurance standards - Part 1: Guidelines for selection and use
$173.00 ISO 9000-2:1997 Quality management and quality assurance standards - Part 2: Generic guidelines for the application of ISO 9001, ISO 9002 and ISO 9003
$173.00 ISO 9000-3:1997 Quality management and quality assurance standards - Part 3: Guidelines for the application of ISO 9001:1994 to the development, supply, installation and maintenance of computer software
$173.00 ISO 9000:2005[S] Sistemas de gestión de la calidad - Fundamentos y vocabulario [Standard in Spanish]
$162.00 ISO 9001:2015 Quality management systems - Requirements
$68.00 ISO 9001:2008 Quality management systems -- Requirements
$162.00 ISO 9001:2015[F] Quality management systems - Requirements [French version]
$106.00 ISO 9001 for Small Businesses:2010 ISO 9001 for small businesses - What to do
$162.00 ISO 9001:2015[S] Quality management systems - Requirements [Spanish version]
$185.00 ISO/TS 9002:2016 Quality management systems - Guidelines for the application of ISO 9001:2015
$173.00 ISO 9002:1994 Quality systems - Model for quality assurance in production, installation and servicing
$173.00 ISO 9003:1994 Quality systems - Model for quality assurance in final inspection and test
$185.00 ISO 9004:2009 Managing for the sustained success of an organization - A quality management approach
$173.00 ISO 9004-1:1994 Quality management and quality system elements - Part 1: Guidelines
$173.00 ISO 9004-2:1991 Quality management and quality system elements - Part 2: Guidelines for services
$173.00 ISO 9004-3:1993 Quality management and quality system elements - Part 3: Guidelines for processed materials
$173.00 ISO 9004-4:1993 Quality management and quality system elements - Part 4: Guidelines for quality improvement
$185.00 ISO 9004:2009[S] Gesti=n para el Txito sostenido de una organizaci=n ù Enfoque de gesti=n de la calidad [Standard in Spanish]
$200.00 ISO/FDIS 13485 Medical devices - Quality management systems - Requirements for regulatory purposes
$200.00 ISO/FDIS 13485 Medical devices - Quality management systems - Requirements for regulatory purposes
$88.00 ISO/DIS 13485.2 Medical devices - Quality management systems - Requirements for regulatory purposes
$88.00 ISO/DIS 13485.2 Medical devices - Quality management systems - Requirements for regulatory purposes
$173.00 ISO Guide 34:2009 General requirements for the competence of reference material producers
$211.00 ISO/IEC 90003:2004 Software engineering - Guidelines for the application of ISO 9001:2000 to computer software
$211.00 ISO/IEC 90003:2004 Software engineering - Guidelines for the application of ISO 9001:2000 to computer software
$194.00 JIS Q 19011:2012 Guidelines for auditing management systems
$135.00 JIS Q 9001:2008 Quality management systems -- Requirements
$68.00 ISO 10007:2017 Quality management - Guidelines for configuration management
$68.00 ISO 10007:2003[S] Quality management systems - Guidelines for configuration management [Standard in Spanish]
$185.00 ISO/TS 9002:2016[S] Quality management systems - Guidelines for the application of ISO 9001:2015 [Standard in Spanish]