GB/T 19013-2009 in English

《GB/T 19013-2009质量管理 顾客满意 组织外部争议解决指南》由TC151（全国质量管理和质量保证标准化技术委员会）归口，主管部门为国家标准化管理委员会。
本标准为组织策划、设计、开发、实施、保持和改进有效和高效的争议解决过程提供指南,争议解决过程是针对组织未能解决的投诉。本标准适用于:
---与组织提供给顾客或顾客要求的产品相关的投诉,以及与投诉处理过程或争议解决过程相关的投诉;
注1:本标准中的术语产品包括服务、软件、硬件和流程性材料。
---解决由国内或跨国的商务活动(包括电子商务)引起的争议。
本标准可供各种类型、不同规模和提供不同产品的组织使用,并涉及以下方面:
---对组织确定参与争议解决的时间和方式提供指导;
---对选择提供方和使用其服务提供指导;
---最高管理者参与解决争议和配置适当的资源,并履行职责;
---公平、适当、透明和方便的争议解决要点;
---对组织参与争议解决的管理提供指导;
---监视、评价和改进争议解决过程。
注2:本标准主要针对组织与下述方面的争议解决:
---为个体或家庭目的购买或使用产品的个人;
---小企业。
本标准不宜用于认证或合同目的,也不适用于其他类型争议的解决,如雇佣关系争议。本标准不拟改变适用的法律法规所规定的权利和义务。
本标准不适用于组织内部的投诉处理。

Scope

This standard provides guidance for organizations to plan, design, develop, implement, maintain and improve an effective and efficient dispute resolution process for complaints that the organization fails to resolve. This standard applies to: — complaints related to products supplied by the organization to customers or requested by customers, and complaints related to the complaints handling process or dispute resolution process: — to resolve complaints arising from domestic or international business activities (including electronic commerce) controversy. This standard can be used by organizations of all types, sizes and offerings, and addresses the following—guidance for organizations to determine when and how to engage in dispute resolution;—guidance for selecting providers and using their services; — top management participates in dispute resolution and allocates appropriate resources, and fulfills its responsibilities; essentials of fair, appropriate, transparent and accessible dispute resolution; — provides guidance on the management of the organization’s participation in dispute resolution; — monitors, evaluates and improves dispute resolution Resolution process. This standard is not suitable for certification or contract purposes, nor for the resolution of other types of disputes, such as employment relationship disputes. This standard is not intended to change the rights and obligations under applicable laws and regulations. This standard does not apply to complaints handling within an organization.