ISO 10003: Quality management — Customer satisfaction — Guidelines for dispute resolution external to organizations

This standard offers 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 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