Standards
This part of ISO 15489 is an implementation guide to ISO 15489-1 -1 for use by record management professional and those charged with management records in their organizations. It provides one methodology that will facilitates the implementation of ISO 15489-1 in all organization that have a need to manage their records. It gives an overview of the processes and factors to consider in organization wishing to comply with ISO 15489-1.
This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.
NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization that are intended for, or required by, a customer.
This document is intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides guidance specifically for small businesses.
This document addresses the following aspects of complaints handling:
a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its products and services, including customer service;
b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
c) recognizing and addressing the needs and expectations of complainants;
d) providing complainants with an open, effective and easy-to-use complaints process;
e) analysing and evaluating complaints in order to improve the quality of products and services, including customer service;
f) auditing of the complaints-handling process;
g) reviewing the effectiveness and efficiency of the complaints-handling process.
This document does not apply to disputes referred for resolution outside the organization or for
This International Standard provides guidance on the process of complaints handing related to products within an organization including planning design, operation, maintenance and improvement. the complaints handing process described is suitable for use as one of the processes of an overall quality management system. This International standard is not applicable to disputes referred for resolution or employment-related disputes.