I.S. ISO 10003:2007

Foreword
Introduction
0.1 General
0.2 Relationship with ISO 9001 and ISO 9004
0.3 Relationship with ISO 10001 and ISO 10002
0.4 Statements regarding conformity
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
5 Dispute-resolution framework
6 Planning, design and development
7 Operations
8 Maintenance and improvement
Annex A (informative) - Guidance on dispute-resolution
        methods
Annex B (informative) - Inter-relationship of
        ISO 10001, ISO 10002 and ISO 10003
Annex C (normative) - Guidance on consent to
        participate
Annex D (normative) - Guidance on accessibility
Annex E (normative) - Guidance on suitability
Annex F (normative) - Guidance on fairness
Annex G (normative) - Guidance on competence
Annex H (normative) - Guidance on timeliness
Annex I (normative) - Guidance on transparency
Annex J (informative) - Guidance on selecting providers
Annex K (informative) - Guidance on dispute-resolution policy
Annex L (informative) - Guidance on elements of design for
        dispute resolution
Annex M (informative) - Dispute-resolution flowchart
Bibliography

Specifies 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.