ISO PAS 17003:2004 pdf download Conformity assessment — Complaints and appeals — Principles and requirements
This Publicly Available Specification (PAS) contains principles and requirements for the elements ofcomplaints and appeals as they relate to conformity assessment.
it is an internal tool for use in the lSO standards development process by lSO/CASCO working groups whenaddressing the elements of complaints and appeals in the preparation of their documents.
This Publicly Available Specification is not a stand-alone normative document to be used directly in conformityassessment activities.
Normative references
The following referenced documents are indispensable for the application of this document. For datedreferences, only the edition cited applies. For undated references, the latest edition of the referenceddocument (including any amendments) applies.
SO/IEC 17000:2004, Conformity assessment 一 Vocabulary and general principles
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO/IEC 17000 apply.
NOTEThe use of the term “body” in this PAS means either an accreditation body or a conformity assessment bodyas defined in ISO/IEC 17000.
4 Background
4.1 The complaints received by bodies fall into one of two categories (see Figure 1). One category ofcomplaints is about conformity assessment and/or appeals and the way that the conformity assessmentsystem functions. This is the type of specific complaint that, if left unresolved, has the potential to bring boththe body and the system into disrepute.
4.2Another category of complaints is about the level of service quality or delivery. Dealing with thesecomplaints is part of the normal business process, and is not the subject of this PAS. ISO 10002 givesquidance on the complaints-handling process that could be used to deal with these types of complaints.
4.3The term “appeal” in this PAS should not be confused with the use of “appeal” in a legal sense. Appealsand the appeals process in the context of conformity assessment in this PAS is deliberately an internalprocess of the body whose conformity assessment result is being appealed against The decision on theappeal remains that of the body that is being appealed against, and does not require a hearing or decision onthe appeal by some external agency or court.
44Handling of complaints and appeals may use parts of the same process.
4.5 Decisions on complaints or appeals should be recorded to provide a traceable resource for future complaints and appeal investigations and to ensure consistent decision-making and understanding of complaint or appeal trends.
5 Principle of handling of complaints and appeals
The effective resolution of complaints and appeals is an important means of protection for the body, its clients and other users of conformity assessment against errors, omissions or unreasonable behaviour. Confidence in conformity assessment activities is safeguarded when complaints and appeals are processed appropriately.