Table of Contents

Foreword <br>Introduction<br>1 Scope<br>2 Normative references<br>3 Terms and definitions<br>4 Guiding principles<br>5 Dispute-resolution framework<br>6 Planning, design and development<br>7 Operations<br>8 Maintenance and improvement<br>Annex A (informative) - Guidance on dispute-resolution <br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;methods<br>Annex B (informative) - Inter-relationship of ISO 10001, <br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;ISO 10002 and ISO 10003<br>Annex C (normative) - Guidance on consent to participate<br>Annex D (normative) - Guidance on accessibility<br>Annex E (normative) - Guidance on suitability<br>Annex F (normative) - Guidance on fairness<br>Annex G (normative) - Guidance on competence<br>Annex H (normative) - Guidance on timeliness<br>Annex I (normative) - Guidance on transparency<br>Annex J (informative) - Guidance on selecting providers<br>Annex K (informative) - Guidance on dispute-resolution policy<br>Annex L (informative) - Guidance on elements of design for <br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;dispute resolution<br>Annex M (informative) - Dispute-resolution flowchart<br>Bibliography

Abstract

Provides guidance for organizations to plan, design, develop, operate, maintain and improve effective and efficient external dispute resolution for product-related complaints.

General Product Information

Published
Document Type	Standard
Status	Current
Publisher	Canadian Standards Association
ProductNote	Reconfirmed EN
Pages
ISBN