GB/T 16784-2025General principles for after-sale service of industrial products (English PDF)

1 Scope

GB/T 16784-2025 is the Chinese national standard on general principles for after-sale service of industrial products, in the field of services and company organization. The /T suffix marks it as a recommended standard: it is not compulsory by itself, but it becomes binding as soon as a contract, a tender or a customer specification calls it up - which in practice is how most foreign buyers meet it. It was issued on 30 May 2025 by the State Administration for Market Regulation; Standardization Administration of China, and has been in force since 1 September 2025. Classification: ICS 03.080.01, CCS A16. This page is published from the official record of the standard held by the Chinese standards administration: the identification, the dates, the classification and the issuing body are taken from there. The clause text, the tables and the numeric limits are in the document itself, which is delivered complete in English translation.

This document specifies the basic requirements, service content, implementation, evaluation and improvement of after-sale service of industrial products. This document applies to the preparation and implementation of after-sale service documents, as well as after-sale service activities of industrial enterprises. NOTE 1.in this document, industrial products refer to those used in the production process, as opposed to consumer products. Examples include instruments and meters, machinery and equipment, and labor protection equipment, etc. NOTE 2.for after-sale service of consumer products, see GB/T 18760.

2 Normative References

The contents of the following documents constitute indispensable clauses of this document through the normative references in the text. In terms of references with a specified date, only versions with a specified date are applicable to this document. In terms of references without a specified date, the latest version (including all the modifications) is applicable to this document.

GB/T 17242 Guidelines for Complaints Handling

GB/T 34432 Fundamental Terminology of After-sales Service

GB/T 36733 Evaluation Guideline for Service Quality

3 Terms and Definitions

The terms and definitions defined in GB/T 34432, and the following are applicable to this document.

3.1 after-sale service After a product is sold, a series of activities and measures provided to satisfy the demands of customers (3.2). [Source: GB/T 34432-2017, 2.1]

3.2 customer An organization or individual who accepts the product.

3.3 supplier An organization or individual who provides the product. NOTE. supplier includes brand owner, supplier, e-commerce platform and agent, etc.

4 Basic Requirements

4.1 The supplier shall formulate standards or documents on product after-sale service and deliver them with product delivery as the technical basis for after-sale service activities. The standards or documents on product after-sale service shall not be lower than the requirements of national and industry standards.

4.2 The supplier shall have an organization responsible for after-sale service and a corresponding service network.

4.3 The supplier shall have the resources, means and conditions to fulfill their after-sale service guarantees and commitments, and be able to provide technical consultation, spare parts and accessories, and repair services.

4.4 The supplier shall establish an early warning system for product faults and defects, and when necessary, implement product recalls.

4.5 The supplier shall establish a use function feedback system to monitor quality characteristics and analyze the extent to which products meet customer requirements for quality, safety and reliability.

4.6 The supplier shall establish after-sale service records, retain them for no less than 30 years, and promote the construction of an electronic record management information system.

4.7 The supplier shall establish an information confidentiality management system covering the entire after-sale service process. Without authorization, customer-related information shall not be disclosed.

4.8 The supplier shall establish an intelligent after-sale service system that meets customer demands based on market competition, such as an intelligent product traceability system and an after-sale consulting system, etc.