Three standards currently under development by ISO (International Organization for Standardization) together form a comprehensive system for all phases of managing customer complaints. The standards distil international best practice in codes of conduct, complaints handling and dispute resolution. Their purpose is to provide benchmarks to help organizations and their customers do business in an increasingly borderless and often "virtual" market place. The standards are: ISO 10002, Market based codes of conduct; ISO 10018, Complaints handling - Guidelines for organizations, and ISO 10001, External customer dispute resolution mechanisms. All three are being developed with-in ISO technical committee ISO/ TC 176, Quality management and quality assurance, subcommittee SC 3, Supporting technologies. They originate from preliminary study by a working group on "Consumer protection in the global market" of ISO/COPOLCO, Committee on consumer policy.
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