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GB/T 19012-2019Quality management - Customer satisfaction - Guidelines for complaints handling in organizations (English PDF)

质量管理顾客满意组织投诉处理指南

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Issued by

State Administration for Market Regulation, China National Standardization Administration

Level / Type

National · Recommended

Issue date

June 4, 2019

Implementation date

January 1, 2020

Scope

GB/T 19012-2019 is the English-translated version of 质量管理顾客满意组织投诉处理指南.

GB/T 19012-2019 is the Chinese standard "Quality management - Customer satisfaction - Guidelines for complaints handling in organizations".

Its scope clause reads: This standard provides guidelines for the handling of complaints related to products and services within the organization, including planning, design, development, operation, maintenance and Improve the process.

The complaint handling process described in this standard is suitable as one of the processes of the entire quality management system. Note. In this standard, the terms "product" and "service" refer to the output provided by the organization for customers or as required by customers.

This standard applies to organizations of various types, sizes and offering different products or services, as well as organizations in various industries. Appendix B Special guides for small businesses are provided.

This standard focuses on the following aspects of complaint handling. a) By creating an environment where customers are the focus of attention, accepting feedback (including complaints), resolving complaints received, and improving the organization Improve its product and service capabilities, including customer service, to enhance customer satisfaction; b) The top management fulfills its commitments through participation and provision and allocation of sufficient resources (including personnel training); c) Identify and pay attention to the needs and expectations of the complainant; d) Provide complainants with an open, effective and easy-to-use complaint process; e) Analysis and evaluation of complaints in order to improve the quality of products and services, including customer service; f) Review the complaint handling process; g) Review the effectiveness and efficiency of the complaint handling process.

This standard does not apply to disputes and labor relationship disputes that need to be resolved outside the organization. Its clauses include terms and definitions.

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Document preview — GB/T 19012-2019

National Standard of the People's Republic of China

ICS: 03.120.10
Classification: A 00
Replacing: GB/T 19012-2008

Issued by: State Administration for Market Regulation, China National Standardization Administration

Preface
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding Principle
4.1 General
4.2 Commitment
4.3 Ability
4.4 Transparency
4.5 Easy access
4.6 Response
4.7 Objective
4.8 Cost
4.9 Complete information
4.10 Confidentiality
4.11 The customer-focused approach
4.12 Responsibility
4.13 Improvement
4.14 Personnel capacity
4.15 Timely
5 Complaint handling framework
5.1 Organizational environment
5.2 Leadership and Commitment
5.3 Policy
5.4 Responsibility and authority
6 Planning, design and development
6.1 General
6.2 Objective
6.3 Activity
6.4 Resources
7 Operation of the complaint handling process
7.1 Communication
7.2 Complaint acceptance
7.3 Complaint tracking
7.4 Notification of acceptance
7.5 Preliminary assessment of complaints
7.6 Complaint investigation
7.7 Complaint response
7.8 Program communication
7.9 Complaint termination
8 Maintain and improve
8.1 Information collection
8.2 Complaint analysis and evaluation
8.3 Evaluation of the satisfaction degree of the complaint handling process
8.4 Monitoring the complaint handling process
8.5 Review of complaint handling process
8.6 Management review of the complaint handling process
8.7 Continuous improvement
Appendix A (informative appendix) GB/T 19010, this standard, GB/T 19013 and GB /Z 27907 interrelationship
Appendix B (informative appendix) Small Business Guide
Appendix C (Informative Appendix) Complainant Registration Form
Appendix D (informative appendix) Objective
Appendix E (informative appendix) Complaint handling flowchart
Appendix F (Informative Appendix) Complaint Handling Record Form
Appendix G (informative appendix) Response
Appendix H (informative appendix) Progressive flowchart
Appendix I (informative appendix) Continuous monitoring
Appendix J (informative appendix) Audit
References

1 Scope

This standard provides guidelines for the handling of complaints related to products and services within the organization, including planning, design, development, operation, maintenance and

Improve the process. The complaint handling process described in this standard is suitable as one of the processes of the entire quality management system.

Note. In this standard, the terms "product" and "service" refer to the output provided by the organization for customers or as required by customers.

This standard applies to organizations of various types, sizes and offering different products or services, as well as organizations in various industries. Appendix B

Special guides for small businesses are provided.

This standard focuses on the following aspects of complaint handling.

a) By creating an environment where customers are the focus of attention, accepting feedback (including complaints), resolving complaints received, and improving the organization

Improve its product and service capabilities, including customer service, to enhance customer satisfaction;

b) The top management fulfills its commitments through participation and provision and allocation of sufficient resources (including personnel training);

c) Identify and pay attention to the needs and expectations of the complainant;

d) Provide complainants with an open, effective and easy-to-use complaint process;

e) Analysis and evaluation of complaints in order to improve the quality of products and services, including customer service;

f) Review the complaint handling process;

g) Review the effectiveness and efficiency of the complaint handling process.

This standard does not apply to disputes and labor relationship disputes that need to be resolved outside the organization.

2 Normative references

The following documents are indispensable for the application of this document. For dated reference documents, only the dated version applies to this article

Pieces. For undated references, the latest version (including all amendments) applies to this document.

ISO 9000 Quality Management System Fundamentals and Terminology (Qualitymanagementsystems-Fundamentalsandvocabu- lary)

3 Terms and definitions

The following terms and definitions defined in ISO 9000 apply to this document.

3.1 Complainant

Individuals, organizations (3.8) or their representatives making complaints (3.2)

[Source. ISO 10001.2018, definition 3.2]

3.2 Complaint

Express dissatisfaction with the organization (3.8) regarding the product, service or complaint handling process, regardless of whether there is a clear expectation of a response or problem resolution

Note 1.Complaints can also be generated in other links in the interaction between the organization and the customer (3.3).

Note 2.Complaints can be direct or indirect.

[Source. GB/T 19000-2016, definition 3.9.3, deleted "< Customer Satisfaction>", and added Note 1 and Note 2.]

GB/T 19017 | GB/T 19002 | GB/T 19000 | GB/T 19011 | GB/T 19010 | […]

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This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 51 pages — is available in the English PDF.

Referenced standards

Normative references

ISO 9000

Cited by

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