本文件为组织内与产品和服务相关的投诉处理过程提供了指南，包括规划、设计、开发、运营、维护和改进。所述投诉处理流程适合作为整体质量管理体系的流程之一使用。 注:在本文件中，术语“产品”和“服务”指的是一个组织为客户提供的或客户要求的产品。 本文件适用于任何组织，无论其类型或规模，或其提供的产品和服务。它也适用于所有部门的组织。附件B专门为小企业提供了指导。 本文件阐述了投诉处理的以下方面: a） 通过创造一个以客户为中心的开放式反馈环境（包括投诉），解决收到的任何投诉，提高组织改进其产品和服务（包括客户服务）的能力，提高客户满意度； b） 通过充分获取和部署资源，包括人员培训，实现最高管理层的参与和承诺； c） 确认并满足投诉人的需求和期望； d） 为投诉人提供公开、有效且易于使用的投诉流程； e） 分析和评估投诉，以提高产品和服务的质量，包括客户服务； f） 对投诉处理过程进行审计； g） 审查投诉处理流程的有效性和效率。 本文件不适用于提交组织外解决的争议或与雇佣相关的争议。

This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer. This document is intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides guidance specifically for small businesses. This document addresses the following aspects of complaints handling: a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its products and services, including customer service; b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training; c) recognizing and addressing the needs and expectations of complainants; d) providing complainants with an open, effective and easy-to-use complaints process; e) analysing and evaluating complaints in order to improve the quality of products and services, including customer service; f) auditing of the complaints-handling process; g) reviewing the effectiveness and efficiency of the complaints-handling process. This document does not apply to disputes referred for resolution outside the organization or for employment-related disputes.