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GB/T 19013-2021Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations (English PDF)

质量管理顾客满意组织外部争议解决指南

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Issued by

State Administration for Market Regulation, China National Standardization Administration

Level / Type

National · Recommended

Issue date

August 20, 2021

Implementation date

December 1, 2021

Scope

GB/T 19013-2021 is the English-translated version of 质量管理顾客满意组织外部争议解决指南.

GB/T 19013-2021 is the Chinese standard "Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations".

Its scope clause reads: This document provides guidelines for the organization to plan, design, develop, implement, maintain and improve an effective and efficient dispute resolution process, dispute resolution The process is for complaints that the organization has not resolved.

This document applies to. ---Complaints related to the organization's products and services, complaint handling process or dispute resolution process; ---Resolve disputes caused by domestic or transnational business activities (including e-commerce).

This document can be used by organizations of various types, sizes and offering different products and services, and covers the following aspects. --- Provide guidance for the organization to determine when and how to participate in dispute resolution; ---Provide guidance on the selection of providers and the use of their services; --- The top management participates in resolving disputes and allocates appropriate resources, and performs their duties; ---Fair, appropriate, transparent and convenient dispute resolution points; --- Provide guidance for the organization to participate in the management of dispute resolution; ---Monitoring, evaluating and improving the dispute resolution process.

This document focuses on dispute resolution between the organization and the following parties. ---Individuals who purchase or use products and services for individual or family purposes; ---Small business.

This document does not apply to the resolution of other types of disputes, such as employment relationship disputes. It also does not apply to the handling of complaints within the organization. Its clauses include terms and definitions.

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Document preview — GB/T 19013-2021

National Standard of the People's Republic of China

Classification: A 00

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

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding Principle
4.1 General
4.2 Commitment
4.3 Response
4.4 Complete information
4.5 Responsibility
4.6 Agree to participate
4.7 Easy to obtain
4.8 Appropriate
4.9 Justice
4.10 (Personnel) Competence
4.11 Timely
4.12 Confidentiality
4.13 Transparency
4.14 Consensus
4.15 (Organizational) Competence
4.16 Improvement
4.17 The customer-focused approach
5 Dispute Resolution Framework
5.1 Organizational environment
5.2 Commitment
5.3 Dispute Resolution Policy
5.4 Responsibilities of top management
6 Planning, design and development
6.1 General
6.2 Goal
6.3 Action
6.4 Resources
7 Run
7.1 General
7.2 Handing over complaints
7.3 Receiving Dispute Notice
7.4 Organizational response methods
7.5 Resolve disputes
7.6 Implementing the solution
7.7 Closing the case and filing
8 Maintain and improve
8.1 Monitoring
8.2 Analysis and evaluation
8.3 Satisfaction evaluation of dispute resolution process
8.4 Management review
8.5 Continuous improvement
Appendix A (informative) Dispute Resolution Guidelines
Appendix B (informative) The relationship between GB/T 19010, GB/T 19012, this document and GB/T 19014
Appendix C (informative) Guidelines for agreeing to participate
Appendix D (Informative) Convenience Guide
Appendix E (Informative) Suitability Guidelines
Appendix F (Informative) Fairness Guide
Appendix G (Informative) Guidelines for (Personnel) Competence
Appendix H (Informative) Timeliness Guidelines
Appendix I (Informative) Transparency Guidelines
Appendix J (Informative) Guidelines for Choosing a Provider
Appendix K (informative) Dispute Resolution Guidelines
Appendix L (informative) Guidelines for Dispute Resolution Design Elements
Appendix M (Informative) Dispute Resolution Flow Chart
References

1 Scope

This document provides guidelines for the organization to plan, design, develop, implement, maintain and improve an effective and efficient dispute resolution process, dispute resolution

The process is for complaints that the organization has not resolved.

This document applies to.

---Complaints related to the organization's products and services, complaint handling process or dispute resolution process;

---Resolve disputes caused by domestic or transnational business activities (including e-commerce).

This document can be used by organizations of various types, sizes and offering different products and services, and covers the following aspects.

--- Provide guidance for the organization to determine when and how to participate in dispute resolution;

---Provide guidance on the selection of providers and the use of their services;

--- The top management participates in resolving disputes and allocates appropriate resources, and performs their duties;

---Fair, appropriate, transparent and convenient dispute resolution points;

--- Provide guidance for the organization to participate in the management of dispute resolution;

---Monitoring, evaluating and improving the dispute resolution process.

This document focuses on dispute resolution between the organization and the following parties.

---Individuals who purchase or use products and services for individual or family purposes;

---Small business.

This document does not apply to the resolution of other types of disputes, such as employment relationship disputes. It also does not apply to the handling of complaints within the organization.

2 Normative references

The contents of the following documents constitute the indispensable clauses of this document through normative references in the text. Among them, dated quotations

Only the version corresponding to that date is applicable to this document; for undated reference documents, the latest version (including all amendments) is applicable to

This document.

GB/T 19000-2016 Quality Management System Fundamentals and Terminology (ISO 9000.2015, IDT)

3 Terms and definitions

The following terms and definitions defined in GB/T 19000 apply to this document.

The website of ISO and IEC 's standardized terminology database is.

3.1 Association

< Customer Satisfaction> An organization composed of member organizations or individuals (3.12).

[Source. GB/T 19000-2016, 3.2.8]

GB/T 19025 | GB/T 19017 | GB/T 19002 | GB/T 19023 | GB/T 19010 | […]

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This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 57 pages — is available in the English PDF.

Referenced standards

Normative references

GB/T 19000-2016Quality management systems -- Fundamentals and vocabulary

ISO 9000.2015

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