1. SCOPE

1.1 This standard specifies requirements for the process of complaints-handling related to products and services provided by the organization. This standard is applicable for use by all organizations, regardless of size, type, products and services provided.

1.2 The requirements for complaints-handling process covered in this standard do not apply to

a) employment related complaints and disputes, and

b) disputes referred for resolution outside an organization.

NOTE - This standard may also be applied to internal customers’ complaints

1.3 This standard is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.

2. REFERENCES

The standards given below contain provisions, which through reference in this text constitute provisions of this standard. At the time of publication, the editions indicated were valid. All standards are subject to revision and parties to agreements based on this standard are encouraged to investigate the possibility of applying the most recent editions of the standard indicated below.

IS/ISO 9000 : Quality management systems - 2015 Fundamentals and vocabulary (fourth revision)

IS/ISO 10002 : Quality management - Customer 2014 satisfaction - Guidelines for complaints handling in organizations (under print)