Skip to content Skip to footer
0 items - P0.00 0

BOS ISO 10003:2018

P475.00

Quality management — Guidelines for dispute resolution external to organizations

SKU: BOS ISO 10003:2018 Category: Product ID: 27612

Additional information

ICS Code

ICS Name

Edition

Pages

Published Date

Replaced by

Replaces

Sector

Standard Development Stage

Standard Status

Technical Committee

Type of Standards

Description

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. This document 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 document is intended for use by any organization regardless of its type or size, or the products and services it provides, and deals with: — guidance on determining when and how organizations can participate in dispute resolution; — guidance on the selection of providers and use of their services; — top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization; — the essentials for fair, suitable, transparent and accessible dispute resolution; — guidance on management of an organization’s participation in dispute resolution; — monitoring, evaluating and improving the dispute-resolution process. This document is particularly aimed at dispute resolution between an organization and — individuals purchasing or using products and services for personal or household purposes, or— small businesses. 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.

IMPARTIALITY AND CONFIDENTIALITY STATEMENT
The Botswana Bureau of Standards (BOBS) understands the importance of impartiality and confidentiality in carrying out its management system certification activities. BOBS management is committed to gaining and maintaining the reputation, credibility and ultimately, confidence of its stakeholders in rendering its certification services. Additionally, BOBS strives to continuously manage foreseen potential conflicts of duty and interest and ensures objectivity of its activities under the management system certification. To achieve the above, BOBS shall identify, analyse, record and manage potential conflict of duty and interest to ensure that certification services are not provided within relationships that have been identified to pose an unacceptable threat to impartiality. An Impartiality Committee shall periodically review activities of the certification function to verify commitment to credibility and fairness. The Committee shall further assist in the development of policies relating to impartiality of providing certification activities. BOBS is committed to maintaining in strict confidence all information accessed while rendering the certification services and shall ensure that such information is not divulged to third parties without the Client’s written consent unless if required by law.
Demand Quality

When things don't work as they should, it often means that standards are absent.

BOBS Head Office
Physical Address —
Plot No, 55745, Block 8, Mail Airport Road
Postal Address —
Private Bag B048,
Gaborone, Botswana
Francistown office
Physical Address —
Plot No, 32367, Donga,
Adjacent Metsef Wholesalers
Postal Address —
Private Bag F465,
Francistown, Botswana
BOBS Weighbridge
Physical Address —
Plot No: 20683, Ramakukane
Road, Block 3 Industrial,
Gaborone, Botswana
BOBS © Copyright 1992 – 2024. All Rights Reserved. Developed by Weblogic.
Go to Top