ISO 10003 contains guidance to plan, arrange, execute, maintain and improve an effective and efficient process to external dispute resolution for complaints that were not resolved by the organization internally. Particularly complaints that relate to the organization's products, which are meant for customers or requested by customers, the process for complaints handling, the process of dispute resolution and solution of domestic and cross-border conflicts, including those that arising from electronic commerce.

Guiding principles of conflict resolution:

• acceptance to participate by claimant
• suitability of the method for conflict resolution for each type of conflict
• Fairness
• timely conflict resolution
• confidentiality of personally identifiable information and trade secrets
• transparency of the conflict resolution process
• legality
• sufficient capacity of the organization for development and implementation of conflict resolution
• continuous improvement of the effectiveness and efficiency of the conflict resolution process.

Target of the standard: is support of companies in assessing the effectiveness, efficiency and fairness in the process of dispute resolution.

For whom? : Organizations of any size and sector

Benefits:

• flexible dispute resolution, which can be cheaper in comparison with judicial processes
• easier and faster, especially in disputes over borders
• improve customer satisfaction and loyalty
• setting standards
• increase the ability of companies to identify and eliminate conflicts
• improving the way, such as complaints and disputes in the organization are treated