ISO 10003:2007为组织规划、设计、开发、运营、维护和改进针对组织尚未解决的投诉的有效和高效的争议解决流程提供了指导。ISO 10003:2007适用于: 与组织面向客户或客户要求的产品、投诉处理流程或争议解决流程相关的投诉； 解决国内或跨境商业活动产生的争议，包括电子商务产生的争议。 ISO 10003:2007旨在供任何类型、规模和提供的产品的组织使用，并涉及 关于确定组织何时以及如何参与解决争端的指导意见， 关于选择提供者和使用其服务的指导， 最高管理层参与并致力于解决争端和在本组织内部署足够的资源， 公平、适当、透明和可获得的争端解决的要点， 关于管理组织参与解决争端的指导意见，以及 监控、评估和改进争议解决流程。 ISO 10003:2007不用于认证或合同目的。它不适用于解决其他类型的争议，如就业争议。它无意改变适用法律和监管要求规定的任何权利或义务。 ISO 10003:2007不适用于组织内的投诉处理。

ISO 10003:2007 provides guidance for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization. ISO 10003:2007 is applicable to:

• complaints relating to the organization's products intended for, or required by, customers, the complaints-handling process or dispute-resolution process;
• resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce.

ISO 10003:2007 is intended for use by organizations regardless of type, size and product provided, and deals with

• guidance on determining when and how organizations can participate in dispute resolution,
• guidance on the selection of providers and use of their services,
• top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization,
• the essentials for fair, suitable, transparent and accessible dispute resolution,
• guidance on management of an organization's participation in dispute resolution, and
• monitoring, evaluating and improving the dispute-resolution process.

ISO 10003:2007 is not intended for certification or for contractual purposes. It does not apply to the resolution of other types of disputes, such as employment disputes. It is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements. ISO 10003:2007 does not apply to complaints handling within an organization.