GB/T 19012-2008
Quality management.Customer satisfaction.Guidelines for complaints handling in organizations (English Version)
- Standard No.
- GB/T 19012-2008
- Language
- Chinese, Available in English version
- Release Date
- 2008
- Published By
- General Administration of Quality Supervision, Inspection and Quarantine of the People‘s Republic of China
- Status
- 2020-01
- Replace By
- GB/T 19012-2019
- Latest
- GB/T 19012-2019
- Scope
- This International Standard provides guidance for the organization's product-related complaints handling process, including planning, design, operation, maintenance and improvement. The complaint handling process described in this standard is suitable as one of the processes of the overall quality management system. This standard does not apply to disputes and employment relationship disputes that require resolution to be sought outside the organization. This standard applies to organizations of all industries and sizes. Appendix A provides guidance specifically for small businesses. This International Standard focuses on the following aspects of complaint handling: a) improving customer satisfaction by establishing an open customer-focused environment including feedback such as complaints and resolving all complaints received, and by enhancing the organization's ability to improve its products and customer service; b) top management should participate and fulfill its obligations through adequate allocation and expansion of resources (including personnel training); c) identify and pay attention to the needs and expectations of complainants; d) provide complainants with open, effective and convenient The complaint process used; e) analyze and evaluate the content of the complaint in order to improve the quality of products and customer service; f) review the complaint handling process; g) review the effectiveness and efficiency of the complaint handling process. This standard is not intended to change the rights and obligations under applicable laws and regulations.
GB/T 19012-2008 Referenced Document
- GB/T 19000-2000 Quality management systems-Fundamentals and vocabulary
GB/T 19012-2008 history
- 2019 GB/T 19012-2019 Quality management—Customer satisfaction—Guidelines for complaints handling in organizations
- 2008 GB/T 19012-2008 Quality management.Customer satisfaction.Guidelines for complaints handling in organizations
