IS 16677 : 2024 Quality Management - Customer Satisfaction - Requirements for Complaint Handling in Organization
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 anddisputes;
b) Disputes referred for resolution outside anorganization;
c) Complaints filed in any court of law;
d) Appeals filed against decisions of astatutory authority; and
e) Management of normal service requestsfrom consumers for post supply supportwhich are sometimes (erroneously)referred as complaints.
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 listed in Annex A 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 edition of these standards.