<p>This document gives guidelines 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. </p>
<p>This document is applicable to:</p>
<p>— complaints relating to the organization's products and services, the complaints-handling process or dispute-resolution process;</p>
<p>— resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce.</p>
<p>This document is intended for use by any organization regardless of its type or size, or the products and services it provides, and deals with:</p>
<p>— guidance on determining when and how organizations can participate in dispute resolution;</p>
<p>— guidance on the selection of providers and use of their services;</p>
<p>— top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization;</p>
<p>— the essentials for fair, suitable, transparent and accessible dispute resolution;</p>
<p>— guidance on management of an organization's participation in dispute resolution;</p>
<p>— monitoring, evaluating and improving the dispute-resolution process.</p>
<p>This document is particularly aimed at dispute resolution between an organization and</p>
<p>— individuals purchasing or using products and services for personal or household purposes, or</p>
<p>— small businesses.</p>
<p>This document does not apply to the resolution of other types of disputes, such as employment disputes. It does not apply to complaints handling within an organization.</p>
Registration number (WIID)
71581
Scope
<p>This document gives guidelines 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. </p>
<p>This document is applicable to:</p>
<p>— complaints relating to the organization's products and services, the complaints-handling process or dispute-resolution process;</p>
<p>— resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce.</p>
<p>This document is intended for use by any organization regardless of its type or size, or the products and services it provides, and deals with:</p>
<p>— guidance on determining when and how organizations can participate in dispute resolution;</p>
<p>— guidance on the selection of providers and use of their services;</p>
<p>— top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization;</p>
<p>— the essentials for fair, suitable, transparent and accessible dispute resolution;</p>
<p>— guidance on management of an organization's participation in dispute resolution;</p>
<p>— monitoring, evaluating and improving the dispute-resolution process.</p>
<p>This document is particularly aimed at dispute resolution between an organization and</p>
<p>— individuals purchasing or using products and services for personal or household purposes, or</p>
<p>— small businesses.</p>
<p>This document does not apply to the resolution of other types of disputes, such as employment disputes. It does not apply to complaints handling within an organization.</p>
