Some standard content:
GB/T17242—1998
This standard refers to the Australian national standard AS4269—19956 Complaints Handling and GB/T19000—IS0900 series of quality management standards.
This standard specifies the basic principles for organizations to handle consumer complaints about product quality, and determines the basic elements, procedures, and ways to resolve disputes. It is to ensure that consumers' complaints about product quality when purchasing goods and receiving services can be reasonably resolved, so as to protect the legitimate rights and interests of consumers and organizations. This standard regards complaint handling as an important part of the organization's establishment and improvement of the quality system. By implementing this standard, consumers' feedback on product quality can be understood in a timely manner, which is conducive to improving and improving product quality. This standard is proposed and managed by the China Institute of Standardization and Information Classification and Coding. Drafting units of this standard: China Institute of Standardization and Information Classification and Coding, Ministry of Domestic Trade, National Tourism Administration, Beijing Guiyou Building. The main drafters of this standard are Zuo Peilan, Liu Wen, Huang Peng, Peng De, Xu Jihong and Xiao Qin. Scope
National Standard of the People's Republic of China
Guidelines for complaints handling
Guidelines for complaints handlingGB/T17242 -- 1998
This standard specifies the basic principles for organizations to handle consumer complaints about product quality, and defines the basic elements, procedures and ways to resolve disputes in complaint handling.
This standard applies to organizations that accept complaints. 2 Referenced standards
The provisions contained in the following standards constitute the provisions of this standard through reference in this standard. When this standard is published, the versions shown are valid. All standards will be revised. The parties using this standard should explore the possibility of using the latest versions of the following standards. GB/T6583-1994 Terminology for quality management and quality assurance (idtISO8402:1994) 3 Definitions
This standard adopts the following definitions.
3.1 Product produet
The result of an activity or process.
1 Products may include services, hardware, process materials, software or a combination thereof. 2 Products may be tangible (such as components or process materials) or intangible (such as knowledge or concepts) or a combination thereof. 3 Products may be expected (such as provided to customers) or unintended (such as pollution or unintended consequences) (CB/T6583-1994 1.4). 3.2 Quality quality
The sum of characteristics that reflect the ability of an entity to meet explicit and implicit needs (GB/T 6583-1994 2.1) 3.3 Organization organization
Company, group company, firm, enterprise or institution with its own functions and administration, whether or not it is a joint-stock, public or private enterprise.
3.4 Complaint
Consumers express dissatisfaction with product quality to the organization. 3.5 Complainant
Consumers who make complaints.
3.6 Dispute
Complaints and disputes that are not satisfactorily handled.
4 Basic principles
4.1 Recognize and protect consumers' rights to complain, obtain compensation and supervise the products provided. 4. Complaint handling should comply with national laws, regulations, standards and industry regulations. 4.3 Complaint handling should be fair, just, open and reasonable. GB/T 17242—1998
4.4 Complaint handling should be conducive to establishing the image of the organization, improving consumers' satisfaction with the quality of delivered products and reducing the occurrence of complaints.
5 Basic elements of complaint handling
5.1 Organization setup
Organizations of a certain size should set up complaint handling organizations. Organizations with conditions can set up organizations independently or in the quality management department. For organizations that are not suitable for setting up independent organizations, the top management should be directly responsible for or assign a special person to be responsible for complaint handling. 5.2 Qualifications
When establishing and improving the quality system, the organization should emphasize the importance of complaint handling responsibilities, establish complaint handling rules and regulations and complaint handling procedures, and formulate relevant standards. Clarify the responsibilities of personnel at all levels engaged in complaint handling. 5.2.7 Responsibilities of supervisors
Be responsible for and formulate complaint handling rules and regulations, complaint handling procedures and relevant standards in the quality system and supervise their implementation; propose measures for continuous improvement and improvement of product quality based on the analysis of complaint data; participate in regular quality system reviews within the organization, etc. 5.2.2 Duties of General Staff
Implement the rules and regulations and standards for complaint handling formulated by the organization, as well as the practices of complaint handling in the industry, adhere to the principle of seeking truth from facts, and protect the legitimate rights and interests of consumers. Actively maintain the good image and reputation established by the organization among consumers. 5.3 Resources
The organization should select suitable personnel and allocate sufficient or appropriate material resources according to the requirements of establishing a quality system. 5.3.1 Personnel
The most important resource in complaint handling is people. The professional ethics, professional level and experience of personnel, and whether they can gain the trust of the complainant will directly affect the image of the organization.
5.3.1.1 Personnel Selection
The organization should select personnel with certain work experience to engage in complaint handling. The staff should have the following qualities: Master the relevant laws, regulations and standards of the country: Master the rules and regulations for complaint handling formulated by the organization - Familiar with the practices of complaint handling in the industry: - Familiar with the knowledge of the products being operated: - Have certain public relations knowledge
- Have good professional ethics and communication and coordination skills. 5.3.1.2 Personnel training
The organization should provide training for staff engaged in complaint handling. The main content of the training should be education on complaint handling responsibilities, and special attention should be paid to qualification training for new staff and staff whose work tasks have changed, as well as knowledge update education for staff who have been engaged in complaint handling for a long time.
5.3.1.3 Personnel incentives
In order to give full play to the role of complaint handling in promoting the establishment and improvement of the quality system, improving product quality, and establishing a good image of the organization, the organization should listen carefully to the opinions and suggestions of complaint handling staff, establish an incentive mechanism for them, and praise and reward those who have made continuous achievements and outstanding contributions in complaint handling. 5.3.2 Material
In order to ensure that staff engaged in complaint handling can carry out their work efficiently, the organization should provide them with sufficient and appropriate material resources.
Sufficient and appropriate material resources may include
GB/T 17242—1998
-Equipment for convenient office work, such as: telephones, copiers, file cabinets, and modern office equipment (such as: computers) that are convenient for recording and storing complaint information
Documents and technical information required for complaint handling. Such as: national laws, regulations, rules and regulations and standards, etc. 5.4 Resource processing
Regardless of the size of the organization: complaint information should be collected, and a dedicated person should be assigned to organize and keep it, and the retention time of the information should be determined. By organizing the complaint information, the reasons for the complaint can be understood, and problems in the quality system can be discovered, so as to improve product quality in a timely manner. 5.5 Improvement measures
By analyzing and evaluating the complaint information, problems in product quality can be discovered in a timely manner, and improvement measures can be formulated. Improvement measures include:
Timely elimination of actual or potential reasons for non-conformity of products: To meet consumers' expectations of product quality as much as possible, eliminate or reduce defects in product quality: - Re-design or adjust product safety performance, usability, etc.: Revise service specifications:
Revise service provision specifications:
Always re-determine the information consumers need, such as re-editing product and service instructions, and re-establishing measures for pre-sales, in-sales, and after-sales services: - Re-training personnel related to product quality responsibilities. 5.6 Review
The organization should conduct a review of complaint handling as needed. When conducting regular management reviews of the quality system, complaint handling should be an important part of the management review. The complaint information accumulated over a period of time should be used as an important source of information for discovering quality system problems, and the review should include the personnel in charge of complaint handling. 6. Complaint handling procedures
The organization should publicize the complaint handling procedures to consumers to achieve the purpose of social supervision. The methods may include: 1. Publicity in mass media;
1. Setting up notice boards in prominent locations at business locations, distributing brochures, etc.; 2. Setting up complaint consultation telephone numbers at business locations. The complaint consultation telephone numbers can be printed on product instructions or service notices. 6.1 Basis for complaint handling
The basis for complaint handling should reflect the principles of fairness, justice and rationality. The basis for complaint handling includes:
一 Relevant national laws and regulations;
一 National standards, industry standards and enterprise standards related to product quality
一 Organization's rules and regulations for complaint handling (such as product return and exchange system, compensation method, etc.): contract or cooperation signed by both parties;
一 Organization's quality commitment to the public; industry practices.
6.2 Scope of acceptance
The organization should determine the scope and specific content of complaints to be accepted, and do a good job in the basic work for each link of complaint handling. The scope of complaints accepted includes:
一 - Complaints about product quality issues operated by the organization: Except for product quality complaints caused by force majeure: Except for other complaints that may not be accepted, such as: complaints that exceed the prescribed time limit will not be accepted. 6.
GB/T 17242 -1998
The organization should provide a flexible complaint acceptance method that meets the needs of all consumers. The complaint acceptance methods may include:
-visit;
letter;
-phone call;
others.
Consumers should be free of charge when submitting complaints.
6.4 Acceptance
Accepting complaints is the beginning of handling complaints. In order to ensure the normal handling of complaints, the organization should warmly and friendly receive the complainant, understand the complainant's emotions, and do not argue with the complainant. 6.4.1 Registration
The organization should prepare a registration form for accepting complaints, and the registration form shall be filled in by the complainant. The registration contents of the complaint may include: 1. Name of the product complained about:
Name of the organization complained about and the name, gender, age, position, etc. of the person in charge or the receptionist; 1. Detailed mailing address, address, telephone, fax, zip code of the complainant; 1. Name, gender, age, ethnicity, nationality, education level, occupation, religious belief of the complainant; 2. Reasons for the complaint or the course of events (including the time of occurrence); 3. Physical evidence and information provided by the complainant: 4. Solution (the complainant shall state the specific requirements for solving the problem): 5. Handling results.
The organization shall be responsible for keeping the registered contents confidential. The organization shall respect and understand the registered contents related to personal privacy that the complainant is unwilling to provide.
6.4.2 Investigation
The organization shall investigate and verify large or complex complaints, collect necessary information, so as to clarify responsibilities and give the complainant a satisfactory reply.
6.5 Handling
The handling of complaints is directly related to the image of the organization and the protection of the interests of consumers, and is an important part of the complaint handling procedure. Accepted complaints should be handled promptly, and the opinions of the complainants should be sought. 6.5.1 Time limit for complaint handling
The handling of complaints should be subject to time limit management, and the provisions on the progress of complaint handling should include the following aspects: 1. The whole process time from acceptance to obtaining a satisfactory response; 2. Problems that can be solved on the spot should be solved immediately, and those that can be solved within the specified time should be solved as soon as possible; 3. Complaints that are difficult to handle within the specified time (such as: due to delays in identification, testing, data collection and other reasons) should explain the reasons to the complainant and determine the time for resolution. 6.5.2 Study handling opinions
The organization should study reasonable handling opinions based on the investigation results and handling basis, and choose appropriate handling methods. The handling method is not limited to cash and material compensation, but should also include providing technical guidance and spiritual comfort, and meet the reasonable requirements of the complainant as much as possible.
Handling methods may include:
- Compensation: www.bzxz.net
Repair:
Replacement;
Substitution:
Compensation (such as loss of work time, travel expenses)
Provide technical guidance:
- Road money;
- Give gifts and souvenirs.
6.5.3 Negotiated handling results
GB/T17242—1998
The organization should take the initiative to contact the complainant to explain the investigation and negotiate the handling procedures. For more complex complaints, the complainant should be shown all the investigation materials and given a written handling decision, including: investigation and verification process, facts and evidence, handling basis, handling opinions, etc. Disputes should be avoided as much as possible.
7 Ways to resolve disputes
When handling complaints, the organization should try to avoid disputes. The organization should formulate measures to resolve disputes: reduce complaints and save appeals to administrative departments. If a dispute arises from the handling results, the following solutions can be adopted: the two parties further negotiate and reach a settlement; the organization can apply for a third-party mediation: if negotiation and settlement and mediation fail, the two parties can suggest that the consumer file a complaint with the consumer protection organization or the administrative department: if the consumer and the organization cannot resolve the dispute through negotiation, the two parties should reach an agreement and apply for arbitration to the national arbitration institution; the consumer can sue the people's court. Negotiation and settlement is the best option to resolve disputes.3 Negotiated handling results
GB/T17242—1998
The organization should take the initiative to contact the complainant, explain the investigation situation and negotiate the handling process. For more complex complaints, the complainant should be shown all the investigation materials and given a written handling decision, including: investigation and verification process, facts and evidence, handling basis, handling opinions, etc. Disputes should be avoided as much as possible.
7 Ways to resolve disputes
When handling complaints, the organization should try to avoid disputes. The organization should formulate measures to resolve disputes: reduce complaints and appeal to administrative departments. If a dispute arises from the handling results, the following solutions can be adopted: the two parties further negotiate and reach a settlement; the organization can apply for a third-party mediation: if negotiation and settlement and mediation fail, the two parties can suggest that the consumer file a complaint with the consumer protection organization or the administrative department: if the consumer and the organization cannot resolve the dispute through negotiation, the two parties should reach an agreement and apply for arbitration to the national arbitration institution; the consumer can sue the people's court. Negotiation and settlement is the best option to resolve disputes.3 Negotiated handling results
GB/T17242—1998
The organization should take the initiative to contact the complainant, explain the investigation situation and negotiate the handling process. For more complex complaints, the complainant should be shown all the investigation materials and given a written handling decision, including: investigation and verification process, facts and evidence, handling basis, handling opinions, etc. Disputes should be avoided as much as possible.
7 Ways to resolve disputes
When handling complaints, the organization should try to avoid disputes. The organization should formulate measures to resolve disputes: reduce complaints and appeal to administrative departments. If a dispute arises from the handling results, the following solutions can be adopted: the two parties further negotiate and reach a settlement; the organization can apply for a third-party mediation: if negotiation and settlement and mediation fail, the two parties can suggest that the consumer file a complaint with the consumer protection organization or the administrative department: if the consumer and the organization cannot resolve the dispute through negotiation, the two parties should reach an agreement and apply for arbitration to the national arbitration institution; the consumer can sue the people's court. Negotiation and settlement is the best option to resolve disputes.
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