This standard sets out the essential elements for the management of complaints from inception to satisfaction or final determination, as the case may be, irrespective of the nature of the complaint or the size of the organization receiving the complaint. It further provides guidelines for the implementation of a complaints handling process. This standard is applicable to large and small organisations. However, application of the elements in some cases will be different for small organisations and the standard needs to be applied with the requisite degree of discretion to ensure that it is appropriate in the circumstances.

• Year of Declaration: 2003
• Reference:
• Number of Pages: 15
• Code: GYS 230
• Version:
• ICS Number: 03.080.30