Quality management—Customer satisfaction—Guidelines for dispute resolution external to organizations
Some standard content:
ICS03.120.10
National Standard of the People's Republic of China
GB/T19013—2009/ISO10003:2007Quality management
Customer satisfaction
Guidelines for dispute resolution external to organizations
Quality management-Customer satisfaction-Guidelines for dispute resolution external to organizations organizations(ISO10003:2007,IDT)
2009-09-30Release
General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of ChinaStandardization Administration of the People's Republic of China
Digital Chemical Defense
All Products Partner Networkht
2009-12-01Implementation
1Scope
Normative references
Terms and definitions
Guiding principles
4.2 Consent to participate
4.3 Convenience
(Personnel) capability
Legality
(Organizational) capability
4.12 Continuous improvement
5 Dispute resolution framework
Dispute Resolution Policy
5.3 Top Management Responsibilities
6 Planning, Design and Development
6.1 General
16.2 Objectives
6.3 Actions
Submit Complaints
7.3 Receiving Dispute Notices
7.4 Organizational Response Methods
7.5 Resolving Disputes
7.6 Implementing Solutions
Case Closure and Filing
8 Maintaining and Improving
8.2 Analyzing and Evaluating
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GB/T19013-—2009/ISO10003:20073
GB/T19013—2009/ISO10 003:20078.3 Management Review
8.4 Continuous Improvement
Appendix A (Informative Appendix)
Appendix B (Informative Appendix)
Appendix C (Normative Appendix)
Appendix D (Normative Appendix)
Appendix E (Normative Appendix)
Appendix F (Normative Appendix)
Appendix G (Normative Appendix)
Appendix H (Normative Appendix)
Appendix I (Normative Appendix)
Appendix D (Informative Appendix)
Appendix K (Informative Appendix)
Appendix L (Informative Appendix)
Appendix M (Informative Appendix)
References
Guidelines for Dispute Resolution Methods| |tt||The intrinsic relationship between GB/T19010, GB/T19012 and GB/T19013 Guidelines for consent to participate
Guidelines for convenience
Guidelines for suitability
Guidelines for impartiality
Guidelines for (personnel) capability
Guidelines for timeliness·
Guidelines for transparency
Guidelines for selecting providers
Guidelines for dispute resolution policies
Guidelines for dispute resolution design
Dispute resolution flow chart·
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GB/T19013—2009/IS010003.2007 This standard is equivalent to ISO10003:2007 "Quality management customer satisfaction organization external dispute resolution guidelines". This standard has been edited as follows:
a) "This international standard" was changed to "This standard is recommended"; b) The foreword of the international standard was deleted;
c) In order to maintain the consistency of the content of this standard, "(3.3)" in the note of 3.5 was deleted; d) In order to distinguish between "capability" in 4.6 and "capability" in 4.11, "capability" in 4.6 and Appendix G "capability" in use of (personnel)" and "capability" in use of (organization)". Appendix A, Appendix B, Appendix J, Appendix K, Appendix L and Appendix M of this standard are informative appendices, and Appendix C, Appendix D, Appendix E, Appendix F, Appendix G, Appendix H and Appendix I are normative appendices. This standard was proposed and managed by the National Technical Committee for Standardization of Quality Management and Quality Assurance (SAC/TC151). The drafting units of this standard are: China National Institute of Standardization, China Quality Association, Haier Group, and Dachangjiang Group Co., Ltd. The main drafters of this standard are: Zheng Zhaohong, Zhang Rongjing, Kang Jian, Pei Fei, Wang Xiaosheng, Zhu Lien, Feng Wei, Xie Juzhi, and Zheng Kuijing. B China A
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GB/T19013—2009/ISO10003:20070.1 General
This standard provides guidance for organizations to effectively and efficiently plan, design, develop, implement, maintain and improve external dispute resolution related to product complaints. Dispute resolution is a remedy when complaints cannot be resolved within the organization. Most complaints can be successfully resolved within the organization without further time-consuming and more conflicting processes. Note 1: Organizations are encouraged to develop effective and efficient internal complaint handling processes in accordance with GB/T19012. There are various methods for resolving disputes and they are described using different terms. These methods are coordination methods, recommendation methods and adjudication methods (see Appendix A). Each method can be used alone or multiple methods can be used in sequence. This standard applies to:
a) Designing the dispute resolution process and determining under what circumstances dispute resolution is offered to complainants: b) Selecting dispute resolution providers (hereinafter referred to as "providers", see 3.9) that can meet the specific needs and expectations of the organization. Note 2: Providers can be various forms of public and private sectors at home and abroad, including industry professional associations, government regulatory agencies and cross-industry associations. The main application of this standard is organizations, but dispute resolution providers can also gain guidance from it and use this guide in their dispute resolution process.
This standard encourages organizations to plan, design, develop, implement, maintain and improve dispute resolution processes in conjunction with customer satisfaction codes of conduct and internal complaint handling processes, and use them in conjunction with the organization's quality or other management systems. This standard can help individuals and organizations evaluate the effectiveness, efficiency and fairness of an organization's dispute resolution process. Implementation of this standard will be able to:
一一provide a flexible dispute resolution process that is less expensive, more convenient and faster than the judicial process, especially suitable for resolving cross-border disputes quickly;
help improve customer satisfaction and customer loyalty;
provide a benchmark for individuals and organizations to evaluate whether the operation of organizations and providers is effective, efficient and fair;
help potential dispute resolution users understand the conditions of use, costs and legal consequences;
improve the ability of organizations to identify and eliminate the causes of disputes;
improve the organization's approach to handling complaints and disputes;
provide additional information for the organization's process and product improvements;
improve the reputation of the organization, or avoid damage to its reputation;
enhance domestic and international competitiveness;
establish a reputation for fair and consistent dispute resolution in the global market. It is worth noting that the resolution of external disputes should comply with the requirements of laws and regulations. Note 3: The terms used for dispute resolution vary worldwide. Appendix A provides a summary of some terms with the same meaning. 0.2 Relationship between GB/T19001 and GB/T19004 This standard is compatible with GB/T19001 "Quality Management System Requirements" and GB/T19004 "Guidelines for Performance Improvement of Quality Management Systems", and supports the objectives of the above two standards through the effective and efficient implementation of the dispute resolution process. This standard can also be used alone. GB/T19001 "Quality Management System Requirements" specifies the substantive requirements of the quality management system, which can be used internally by the organization and can also be used for certification or contractual purposes. The dispute resolution process described in this standard can be used as an element of the quality management system. It is not the purpose of this standard to be used for certification or contract.
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GB/T19013-2009/ISO10003:2007GB/T19004 "Guidelines for Performance Improvement of Quality Management Systems" provides guidance for continuous performance improvement. The use of this standard can further improve the dispute resolution work related to complainants, improve the satisfaction of customers, complainants and other stakeholders, and promote continuous improvement of process and product quality based on feedback from customers, complainants and other stakeholders. Note: In addition to customers and complainants, other stakeholders may include suppliers, industry associations and their members, customer organizations, relevant government agencies, employees, owners of organizations and other groups affected by the dispute resolution process. 0.3 Comparison with GB/T19010-2009 and GB/T190.12—2008 Relationship This standard is compatible with GB/T 19010 and GB/T 19012. All three standards can be used independently or in conjunction with any one of them. When used together, this standard, GB/T 19010 and GB/T 19012 can be used as part of a broader comprehensive framework that improves customer satisfaction through codes of conduct, complaint handling and dispute resolution (see Appendix B). GB/T 19010 is a guide to customer satisfaction codes of conduct for organizations. These codes describe what customers can expect from organizations and their products, thereby reducing the likelihood of problems and eliminating the causes of complaints and disputes. When complaints and disputes occur, codes of conduct can help all parties understand customer expectations and how organizations can meet these expectations. GB/T 19012 is a guide to handling product-related complaints within an organization. This standard can be used when complaints cannot be resolved within the organization.
0.4 Conformity statement
This standard is a guidance document. A statement that a dispute resolution process is based on this guideline is made when all applicable guidance provided in this International Standard has been applied.
However, any statement that claims or implies conformity with this International Standard is inappropriate and should not be made. NOTE: Any statement that claims or implies conformity with this International Standard is inappropriate in promotional and communication materials such as press releases, advertisements, marketing brochures, video materials, employee circulars, logos, slogans and wording used in all media, including print, broadcast, the Internet, multimedia applications, product labels, markings and slogans. S China
1 Scope
GB/T19013—2009/ISO10003:2007 Quality management Customer satisfaction
Guidelines for dispute resolution outside organizations
This International Standard provides guidance for organizations to plan, design, develop, implement, maintain and improve effective and efficient dispute resolution processes for complaints that the organization has failed to resolve. This standard applies to: complaints related to products provided by the organization to customers or requested by customers, and complaints related to the complaint handling process or dispute resolution process;
Note 1: The term "product" in this standard includes services, software, hardware and process materials. - Resolving disputes arising from domestic or cross-border business activities (including e-commerce). This standard can be used by organizations of all types, sizes and products, and covers the following aspects: - Provide guidance on the time and manner of organizations' participation in dispute resolution; - Provide guidance on the selection of providers and the use of their services; - Top management's participation in dispute resolution and allocation of appropriate resources and fulfillment of responsibilities: Fair, appropriate, transparent and convenient dispute resolution points; - Provide guidance on the management of organizations' participation in dispute resolution; - Monitor, evaluate and improve the dispute resolution process. Note 2: This standard is mainly aimed at dispute resolution between organizations and the following: - Individuals who purchase or use products for personal or family purposes; - Small businesses:
This standard is not suitable for certification or contractual purposes, nor is it applicable to the resolution of other types of disputes, such as employment relationship disputes. This standard does not intend to change the rights and obligations stipulated in applicable laws and regulations. This standard does not apply to complaint handling within an organization. 2 Normative references
The clauses in the following documents become clauses of this standard through reference in this standard. For any dated referenced document, all subsequent amendments (excluding errata) or revisions are not applicable to this standard. However, parties to an agreement based on this standard are encouraged to study whether the latest versions of these documents can be used. For any undated referenced document, the latest version applies to this standard. GB/T19000--2008 Quality Management System Fundamentals and Vocabulary (ISO9000:2005, IDT) 3 Terms and Definitions
The terms and definitions established in GB/T19000-2008 and the following terms and definitions apply to this standard. 3.1
association
organization composed of member organizations or individuals (3.8) 3.2
complainant
complainant
individual, organization (3.8) or its representative who makes a complaint (3.3) Note 1: In this standard, customers who complain directly to the provider are also considered as "complainants". Note 2: This definition is determined by GB/T 19012, where "representative" can be an individual or an organization. S China
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GB/T190132009/S010003.2007
complaint
an expression of dissatisfaction with an organization's (3.8) product or complaint handling process, including an explicit or implicit expectation of a response or resolution
[GB/T19012-2008,3.2]
Note: A complaint may be made about the dispute resolution process (3.6). 3.4
customercustomer
an organization (3.8) or individual to whom a product is delivered
Examples: consumer, principal, end-user, retailer, beneficiary and purchaser. Note 1: Customers may be internal or external to the organization. Note 2: Customers in this International Standard also include potential customers. Note 3 Adopted from GB/T 19000-2008, 3.3.5 3.5
Customer satisfaction
customer satisfactior
The customer's (3.4) perception of the degree to which their requirements have been met Note 1: Customer satisfaction is a common way of expressing low satisfaction, but the absence of satisfaction does not necessarily mean that the customer is satisfied. Note 2: Even if the specified customer requirements meet the customer's expectations and are met, it does not necessarily ensure that the customer is satisfied. [GB/T 19000-2008, 3.1.4]
Dispute
(Dispute resolution) Dissenting opinions on a complaint submitted to the provider Note: Some organizations (3.8) allow customers (3.4) to first express their dissatisfaction to the provider. If such expressions of dissatisfaction are fed back to the organization, they become complaints. If the organization fails to resolve the issue without intervention by the provider, such expressions of dissatisfaction become disputes. Many organizations prefer that customers first express their dissatisfaction to the organization before resorting to external dispute resolution. 3.7
dispute resolver
a person appointed by a provider to help the parties resolve a dispute NOTE A dispute resolver may be an employee, volunteer or contracted person. 3.8
organization
a group of persons and facilities whose responsibilities, authorities and relationships are arranged Example: a company, group, firm, enterprise, research institute, charity, agency, association or part or combination of the above organizations NOTE 1 This standard applies to various types of organizations, each with a different role in the dispute resolution process. These include organizations that fail to resolve complaints (3.3), dispute resolution providers (3.9), and associations that provide or host dispute resolution processes. For convenience, when this standard is used alone, the term "organization" means the entity that fails to resolve complaints and that is or may become a party to a dispute. The terms "provider" and "association" are used to describe other types of organizations.
Note 2: GB/T 19000—2008.3.3.13.9
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(dispute resolution) A person or organization (3.8) external to an organization that provides and implements the dispute resolution process (3.6) Note 1: Typically, the provider is a legal entity that is separate from the organization and the complainant (3.2) and therefore has independence and impartiality (see 4.5). In some cases, an independent department is set up within the organization to deal with unresolved complaints. This standard is not intended to address such situations, but may be helpful. Note 2: The provider agrees with the parties to provide dispute resolution and is responsible for its implementation. The provider arranges for the dispute resolver. The provider also uses support staff, administrative staff and other staff to provide funding, secretarial work, scheduling, training, meeting rooms, supervision and similar functions. 2
Note 3: Providers can be of many types, including not-for-profit, for-profit and private sector organizations (3.1) can also serve as providers. htt
4 Guiding principles
GB/T 19013--2009/ISO10003:20074.1 General principles
An effective and efficient dispute resolution process should be established based on the guiding principles in 4.2 to 4.12. 4.2 Consent to Participate
Participation by the complainant in dispute resolution provided by the organization should be voluntary. Full knowledge and understanding of the process and its possible outcomes should be the basis for consent to participate. When the customer is a purchaser or user of a product for personal or household use, consent to participate should not be a necessary condition for acceptance of the product (see Appendix C).
Note 1: For B2B e-commerce transactions, consent to participate in dispute resolution may be a necessary condition. Note 2: In different regions of the world, consent to participate should comply with the legal and regulatory requirements of each country. 4.3 Convenience
The dispute resolution process should be easily accessible and easy to use (see Appendix D). 4.4 Appropriateness
The dispute resolution methods provided to the parties to the dispute (see Appendix A) and the possible remedies provided to the complainant should be appropriate to the nature of the dispute (see Appendix E).
4.5 Fairness
The organization should participate in dispute resolution and resolve disputes with the complainant in a fair and impartial manner. Dispute resolution providers and dispute resolvers selected by the organization should be objective and impartial so that the process, recommendations and resolutions are fair to both parties and are recognized by all parties as being independent (see Annex F).
4.6 Competence (of people)
The organization's personnel, providers and dispute resolvers should have the necessary personal qualities, skills, training and experience to perform their duties in a satisfactory manner (see Annex G).
4.7 Timeliness
Dispute resolution should be undertaken as expeditiously as possible after the nature of the dispute and the resolution process to be adopted has been identified (see Annex H). 4.8 Confidentiality
Personally identifiable information should be kept confidential and protected, except where required by law or with the consent of the individuals involved. Similarly, trade secrets should be kept confidential and protected, except where required by law or with the consent of the parties involved. NOTE 1: Personally identifiable information is information that identifies an individual and can be retrieved by name, address, email address, telephone number or similar unique identifier.
NOTE 2: This principle may be used as a guideline for the use and disclosure of information obtained during a dispute, and this policy should be communicated to all parties involved in the dispute. NOTE 3: Voluntary participation of organizations in dispute resolution is encouraged, and sometimes it is necessary to protect the identity of the organization unless disclosure is required by law. 4.9 Transparency
Sufficient information about the dispute resolution process, the provider, and its performance should be disclosed to the complainant, the organization, and the public (see Appendix ID). NOTE: Transparency only relates to information related to the dispute resolution process, the provider, and its performance, and does not include the complainant's personal information and the organization's business secrets. 4.10 Legality
The dispute resolution process should operate in accordance with applicable law and the agreement of the parties involved. 4.11 (Organizational) Capacity
Adequate resources should be available for the dispute resolution process and to manage it effectively and efficiently. 4.12 Continuous Improvement
Improving the effectiveness and efficiency of the dispute resolution process should be a permanent goal. 5 Dispute Resolution Framework
5.1 Commitment
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The organization shall be committed to establishing an effective and efficient dispute resolution process in accordance with the dispute resolution policy (see 5.2). It is particularly important that the organization's top management demonstrates and promotes this commitment. A clear commitment to dispute resolution will benefit the complaint handling process within the organization and will enable both employees and complainants to contribute to improving the organization's processes and products. This commitment should be reflected in the establishment and dissemination of dispute resolution policies and procedures, and the provision of appropriate resources (including training). The organization should also commit to selecting providers who can provide dispute resolution and process design effectively and efficiently in line with the organization's objectives (see Annex J). NOTE: When the provider is an association, it is recommended that the association conduct a self-assessment of its experience and capabilities using the organization's evaluation of providers' methods. 5.2 Dispute Resolution Policy
5.2.1 Establishment of Policy
Top management shall establish a clear dispute resolution policy. The policy should describe the circumstances under which the organization shall inform customers of the dispute resolution process and offer dispute resolution to complainants (see Annex K). The organization shall also determine whether complainants are required to use the internal complaint handling process before entering into the dispute resolution process. The policy shall be made available to all relevant employees, complainants, customers and other interested parties. The policy shall be supported by procedures and objectives for the dispute resolution process, which shall define the role of each function and individual. NOTE: An organization may offer dispute resolution either before a dispute arises or when a single dispute arises, based on set criteria. The organization may make this commitment for all shares or for a category of shares. Different methods may be used to make an ex ante commitment, such as a guarantee or customer agreement (see Annex C), advertising a “guarantee” or an agreement with the provider.
When establishing a policy for the dispute resolution process, the organization should consider: - relevant legal and regulatory requirements;
- financial, operational and organizational needs;
- the expected impact on customer satisfaction; - the competitive environment
- the input of complainants, customers, employees and related parties; - the quality management process, customer satisfaction code of conduct and the organization's internal complaint handling process; alternative dispute resolution methods, such as legal resolution. 5.2.2 Review of the policy
The policy should be reviewed regularly and revised as necessary. 5.2.3 Consistency of the policy
It should be consistent with the relevant policies on quality, complaint handling and dispute resolution. 5.3 Top Management Qualifications
Top management should ensure that:
the dispute resolution policy is communicated to the organization and objectives are established for relevant functions and levels;
the dispute resolution process is planned, designed, developed, implemented, maintained and improved in accordance with the objectives;
employees understand the relationship between the dispute resolution process and the organization's efforts to achieve customer satisfaction;
the resources required for an effective, fair, legal and efficient dispute resolution process are determined and allocated, including appropriate training;
the dispute resolution process is promoted and publicized among all relevant personnel, customers and complainants in the organization (see 4.3, 4.9, Appendix D and Appendix D);
the responsibilities and authorities for dispute resolution in the organization are clearly defined;
the relevant dispute resolution process is announced promptly and effectively Significant complaints, representatives of the organization, providers or any results of the dispute resolution process.
6 Planning, design and development
6.1 General
The organization shall plan, design and develop an effective and efficient dispute resolution process, including establishing the necessary procedures for the dispute resolution process. 6.2 Objectives
The organization shall determine the objectives that can be achieved through dispute resolution, consistent with the dispute resolution policy (see 5.2), and the achievement of the objectives shall be measurable using appropriate performance indicators. These objectives shall be reviewed regularly and revised if necessary. 6.3 Actions
6.3.1 Diagnosis
The organization shall evaluate the current The evaluation should consider: - the nature and frequency of complaints and disputes; - the current approach to dispute resolution; - the organization's successful and unsuccessful approaches to resolving disputes; - the costs and benefits of successful and unsuccessful dispute resolution; - the costs and benefits of using an external dispute resolution process. 6.3.2 Design
The organization should design a dispute resolution process based on an analysis of complaint handling and dispute resolution activities, resources and dispute resolution policy. The dispute resolution process may be integrated with or aligned with other processes in the organization's quality management system. The design should consider best practices in dispute resolution from other organizations, including providers that may be involved in dispute resolution (see Annex L). Factors to consider Includes:
Principles in Chapter 4;
- Types of disputes to be resolved (e.g. by customer and complainant or by product category);
Remedies that may be considered;
Types of dispute resolution methods offered [facilitation, advice and/or adjudication];
Whether the organization commits in advance to participate in dispute resolution or makes a decision on a case-by-case basis; Qualifications of dispute resolvers;
- Fees to be paid by the complainant, if necessary (see Appendix D);
Methods of participation by the parties [e.g. in person, written submission, telephone and/or online];
Criteria for evaluating dispute resolution [legal and regulatory requirements, codes of conduct and/or fairness or equity]. Note: The association should also design dispute resolution processes for its members and other parties. 6.3.3 Piloting
The organization should consider piloting the design requirements of the dispute resolution process for a subset of complainants before applying it to all complainants. The pilot may be limited to a region and/or use more than two providers. The results of each trial should be analyzed and suggestions for improvement should be made for the design requirements so that the organization's policies and objectives can be achieved to the greatest extent. 6.4 Resources
The organization shall acquire and allocate resources, such as people, information, materials, funding and infrastructure, to enable the organization to effectively and efficiently: - select appropriate providers;
- assist providers in fulfilling relevant functions; - participate in the dispute resolution process
- evaluate the performance of providers, their dispute resolvers and the dispute resolution process. 7 Implementation
7.1 General
The organization shall implement the dispute resolution process in a fair, effective and efficient manner. Where necessary, the provider and the organization shall align their implementation procedures to ensure coordination and consistency in the initiation of dispute resolution, dispute tracking, dispute identification, initial dispute evaluation, dispute resolution (including the process of collecting relevant evidence), results and implementation of follow-up actions. A flowchart of the dispute resolution process is provided in Appendix M. 7.2 Submission of complaints
The organization shall submit unresolved complaints to the provider in accordance with the dispute resolution process. The organization may submit complaints that have been handled but not resolved within the organization, or submit complaints that the complainant has informed the organization that he or she wishes to be handled by a more competent organization. The organization's dispute resolution policy5
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GB/T19013—2009/ISO10003:2007 should allow such submissions. The organization should evaluate the complaint according to the criteria specified in the provider agreement or customer contract. If the complaint meets the criteria, it should be submitted to the provider. Otherwise, the organization should use appropriate termination procedures to terminate the complaint. The organization should also ensure that all complaints submitted to the provider are tracked so that all complaints are handled. 7.3 Receiving dispute notification
When dispute resolution is initiated, the organization should notify relevant internal personnel. In addition to the personnel responsible for dispute resolution, the personnel specifically responsible for quality assurance, complaint handling, customer service and legal issues should also be notified. 7.4 Organizational Response Methods
7.4.1 Evaluating the Dispute
The organization shall take the necessary steps to evaluate the dispute, including: - obtaining records of the transaction or process giving rise to the dispute, including sales records, advertising copies (where applicable), inspection or maintenance records, records of complaint handling outcomes, and information about other complaints provided by the complainant (if any); - consulting with technical, legal, sales, marketing, complaint handling, and other personnel representing the organization, as appropriate. NOTE: It is recommended that the organization maintain transaction, complaint, and related records in a form that is easily transferable so that these records can be submitted to the provider, dispute resolver, and/or other interested parties in an appropriate form.
7.4.2 Determining the Initial Position
After gathering relevant records and necessary inputs, the organization shall determine its initial position regarding the responsibilities it may assume and the remedies it is willing to provide to the complainant. The organization shall notify the provider of its position, or directly to the complainant (and at the same time the provider) in accordance with the dispute resolution procedures. The initial position may be: - to resolve the issue as requested by the complainant; - to provide some but not all of the relief requested; or - to be unable to provide the relief requested.
Note: It is not uncommon for an organization to decide to provide the complainant with one or more reliefs that it does not consider to be required by law, code of practice or other underlying provisions when resolving a dispute. The organization may do this as a gesture of goodwill, as a requirement of its customer satisfaction policy, or in recognition that the dispute resolver, the association that oversees the code of practice or the courts may have a different approach as a result. 7.5 Resolving disputes
7.5.1 Conciliation approach
When using the conciliation approach (see Annex A), after the initial position has been stated, the organization should be prepared to receive proposals for resolving the issue or counter-proposals. Proposals may come directly from the complainant or as a result of the efforts of the dispute resolver. If the organization receives a proposed resolution, it should inform relevant personnel of the complainant's position (see 7.3). The organization may further evaluate the proposed resolution and obtain additional input on the proposed resolution (see 7.4). The organization shall decide whether to accept, reject or object to the proposal and shall inform the complainant and/or dispute resolver using methods consistent with the provider's procedures. If accepted, the organization shall refer the issue to appropriate personnel, such as legal counsel and relevant personnel involved in the implementation of the results (see 7.6).
If no consensus is reached at this stage, the organization shall determine the next appropriate and applicable dispute resolution methods and inform the provider of the organization's understanding in this regard.
7.5.2 Advice and Adjudication Methods
If an advice or adjudication method (see Annex A) is used, the organization shall make time arrangements and be prepared to participate in the process in an effective and efficient manner. Examples of steps taken include:
-- Appoint an incident leader,
-- Identify the preferred method of engagement consistent with the dispute resolution process (e.g., face-to-face, by phone, by letter):-- Conduct further investigation if necessary;
Collect and organize evidence;
Identify possible witnesses and documentary evidence:
Determine the range of dispute outcomes that the organization may accept;
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If no agreed results are reached at this stage, the organization shall determine the next appropriate and applicable dispute resolution method and inform the provider of the organization's understanding in this regard.
7.5.2 Recommendation and arbitration method
If the recommendation or arbitration method (see Appendix A) is used, the organization shall make time arrangements and be prepared to participate in the process in an effective and efficient manner. Examples of steps taken are as follows:
--Appoint an incident person in charge,
--Determine the preferred method of participation in accordance with the dispute resolution procedure (such as direct face-to-face, by phone, by letter):--Conduct further investigation when necessary;
Collect and organize evidence;
Identify possible witnesses and documentary evidence:
Determine the range of dispute outcomes acceptable to the organization; 6
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If no agreed results are reached at this stage, the organization shall determine the next appropriate and applicable dispute resolution method and inform the provider of the organization's understanding in this regard.
7.5.2 Recommendation and arbitration method
If the recommendation or arbitration method (see Appendix A) is used, the organization shall make time arrangements and be prepared to participate in the process in an effective and efficient manner. Examples of steps taken are as follows:
--Appoint an incident person in charge,
--Determine the preferred method of participation in accordance with the dispute resolution procedure (such as direct face-to-face, by phone, by letter):--Conduct further investigation when necessary;
Collect and organize evidence;
Identify possible witnesses and documentary evidence:
Determine the range of dispute outcomes acceptable to the organization; 6
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