DIN ISO 10003:2017-07

This International Standard provides 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. This International Standard is applicable to: - complaints relating to the organization's products and services, 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. This International Standard is intended for use by any organization regardless of its type or size, or the products and services it provides.