BS 8543-2015 Complaint handling in organizations Specification《组织投诉处理 规格》.pdf

1、BSI Standards PublicationBS 8543:2015Complaint handling inorganizations SpecificationPublishing and copyright informationThe BSI copyright notice displayed in this document indicates when the documentwas last issued. The British Standards Institution 2015Published by BSI Standards Limited 2015ISBN 9

2、78 0 580 85190 2ICS 03.120.10The following BSI references relate to the work on this document:Committee reference SVS/0Draft for comment 15/30294328 DCPublication historyFirst published June 2015Amendments issued since publicationDate Text affectedBS 8543:2015 BRITISH STANDARDContentsForeword iiIntr

3、oduction 11 Scope 12 Terms and definitions 23 General principles 34 Complaint-handling framework 65 Planning and design 66 Operation of the complaint-handling system 97 Maintenance and improvement 12AnnexesAnnex A (informative) Objectivity 17Annex B (informative) Unacceptable and unreasonable behavi

4、ours 18Annex C (informative) Responsibilities and authorities of complaint-handlingroles 19Annex D (informative) Accessibility 20Annex E (informative) Effective apologies, remedies and options for redress 22Annex F (informative) Maintenance and improvement 23Bibliography 25List of tablesTable E.1 Re

5、medies (including apology and redress) 22Summary of pagesThis document comprises a front cover, an inside front cover, pages i to ii,pages 1 to 26, an inside back cover and a back cover.BRITISH STANDARD BS 8543:2015 The British Standards Institution 2015 iForewordPublishing informationThis British S

6、tandard is published by BSI Standards Limited, under licence fromThe British Standards Institution, and came into effect on 30 June 2015. It wasprepared by Subcommittee SVS/0/4, Complaints handling, under the authority ofTechnical Committee SVS/0, Customer service Fundamental principles. A list ofor

7、ganizations represented on this committee can be obtained on request to itssecretary.Use of this documentIt has been assumed in the preparation of this British Standard that theexecution of its provisions will be entrusted to appropriately qualified andexperienced people, for whose use it has been p

8、roduced.Presentational conventionsThe provisions of this standard are presented in roman (i.e. upright) type. Itsrequirements are expressed in sentences in which the principal auxiliary verb is“shall”.Commentary, explanation and general informative material is presented insmaller italic type, and do

9、es not constitute a normative element.Requirements in this standard are drafted in accordance with Rules for thestructure and drafting of UK standards, subclause J.1.1, which states,“Requirements should be expressed using wording such as: When tested asdescribed in Annex A, the product shall .”. Thi

10、s means that only those productsthat are capable of passing the specified test will be deemed to conform to thisstandard.Contractual and legal considerationsThis publication does not purport to include all the necessary provisions of acontract. Users are responsible for its correct application.Compl

11、iance with a British Standard cannot confer immunity from legalobligations.BRITISH STANDARDBS 8543:2015ii The British Standards Institution 2015IntroductionThis British Standard provides a specification for the design and implementationof an effective and efficient complaint-handling process for all

12、 types ofcommercial or non-commercial activities. It is intended to benefit anorganization and its customers, complainants and other interested parties.The effective management of complaints enables an organization to identifyany problems that customers might be experiencing from its products and/or

13、services. The information subsequently obtained can be used to provideremedial action to put things right for affected customers and also lead toimprovements in products services and processes. Also, if complaints are properlyhandled and managed, an organization can improve its reputation, regardles

14、s ofsize, location and sector.An effective and efficient complaint-handling process reflects the needs of boththe organizations supplying products and services and those who are therecipients of those products and services.The handling of complaints through a process as described in this BritishStan

15、dard can enhance customer satisfaction. Encouraging customer feedback,including complaints if customers are not satisfied, can offer opportunities tomaintain or enhance customer loyalty and approval (see BS 8477), and improvedomestic and international competitiveness.Implementation of the process de

16、scribed in this British Standard can: provide a complainant with access to an open and effectivecomplaint-handling process; enhance the handling of complaints from vulnerable or disadvantagedcomplainants, including children; encourage feedback from those who do not currently complain; provide a high

17、 quality and consistent response to complaints made throughall channels, e.g. social media, webchat and other emerging channels(including those posted on third party review sites); enhance the ability of the organization to identify and resolve complaints ina consistent, systematic and responsive ma

18、nner, to the satisfaction of thecomplainant and the organization; enhance the ability of an organization to identify trends and eliminatecauses of complaints, and improve the organizations operations; help an organization create a customer-focused approach to resolvingcomplaints, and encourage perso

19、nnel to improve their skills in working withcustomers; and provide a basis for continual review of the complaint-handling process tomeet any changes in organizational requirements, consumer expectationsand external factors such as regulatory changes.Findings from the complaint-handling and any alter

20、native dispute resolutionprocesses can be used in conjunction with other feedback from customers,personnel and benchmarking studies, to drive further improvements in customersatisfaction.1 ScopeThis British Standard specifies requirements for a complaint-handling process,including planning, design,

21、operation, maintenance and improvement. Thecomplaint-handling process is suitable for use as one of the processes of anoverall quality management system.BRITISH STANDARD BS 8543:2015 The British Standards Institution 2015 1This British Standard specifies the following aspects of handling and managin

22、gcomplaints:a) enhancing customer satisfaction by creating a customer-focusedenvironment that is open to feedback (including complaints), resolving anycomplaints identified, and enhancing the organizations ability to improveits customer service;b) involving top management and commitment through adeq

23、uate acquisitionand 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 complaintsprocess;e) analysing and evaluating complaints to improve products, services

24、andcustomer service quality;f) auditing of the complaint-handling process;g) reviewing and improving the effectiveness and efficiency of thecomplaint-handling process;h) publicizing anonymized learning that has been implemented fromcomplaints and other feedback.This British Standard covers complaint

25、s made through any contact channel and isintended for use by organizations of all sizes and in all sectors. It includescomplaints from any customer or user of the service, including businesses.This British Standard does not apply to disputes that are referred for resolutionoutside the organization o

26、r for employment-related disputes.2 Terms and definitionsFor the purposes of this British Standard, the following terms and definitionsapply.2.1 alternative dispute resolutionexternal service provided for settling disputes, between an organization and itscomplainants, as an alternative to taking act

27、ion in the civil courts2.2 complainantperson, organization, or its representative, making a complaintSOURCE: BS ISO 10002:2014, 3.12.3 complaintexpression of dissatisfaction made to an organization, related to its products,services, practices, staff or the handling of a complaint where a response or

28、 aresolution is explicitly or implicitly expectedSOURCE: BS ISO 10002:2014, 3.2, modifiedNOTE Organizations may also want to consider for insight purposes any generalcomments left on social media sites where a response is not expected.2.4 customerorganization or person that receives a product or ser

29、viceEXAMPLE Consumer, client, end-user, retailer, beneficiary, and purchaser.SOURCE: BS EN ISO 9000:2005, 3.3.5, modified Note has been deletedBRITISH STANDARDBS 8543:20152 The British Standards Institution 20152.5 customer satisfactioncustomers perception of the degree to which their requirements h

30、ave beenfulfilledSOURCE: BS EN ISO 9000:2005, 3.1.4, modified Notes have been deleted2.6 customer serviceinteraction of the organization with the customer throughout the life cycle of aproduct or serviceSOURCE: BS ISO 10002:2014, 3.5, modified2.7 customer vulnerabilitycondition in which a customer i

31、s at greater risk of mis-selling, exploitation orbeing put at a disadvantage in terms of accessing or using a service, or inseeking redressSOURCE: BS 18477:2010, 2.7, modified Note has been deleted2.8 feedbackopinions, comments, and expressions of interest in the products, services or thecomplaint-h

32、andling processSOURCE: BS ISO 10002:2014, 3.62.9 frontlinepersonnel directly responsible for customer contact or complaint resolutionwithin an organization2.10 interested partyperson or group having an interest in the performance or success of anorganizationSOURCE: BS EN ISO 9000:2005, 3.3.7, modifi

33、ed Example and note have beendeletedNOTE Interested parties might include anyone who is directly impacted, e.g. anorganizations vehicle obstructing access to a private property.2.11 personnelthose involved in delivering the organizations service to its customersNOTE This includes employees, agents,

34、contractors and volunteers.2.12 processset of interrelated or interacting activities which transforms inputs into outputsSOURCE: BS EN ISO 9000:2005, 3.4.1, modified Notes have been deleted3 General principles3.1 Enabling and identifying complaints3.1.1 GeneralA proactive, customer-focused approach

35、shall be adopted in seeking andencouraging customer feedback and in identifying and receiving complaints(see Clause 6).The complaint-handling process and supporting information shall be easy tounderstand and use with the information provided in clear language (see 6.1).NOTE Organizations should chec

36、k that information is clearly understood bychecking with consumers and/or obtaining independent assurance.BRITISH STANDARD BS 8543:2015 The British Standards Institution 2015 3Access to the complaint-handling process shall be free of charge and acomplainant shall not be charged a fee or be required

37、to use premium phonelines when making a complaint (see D.3).3.1.2 VisibilityInformation about how and where to complain shall be sign-posted andpublicized with information made available on the various ways of making andresolving complaints including any external alternative dispute resolutionscheme

38、 (see 6.1).3.1.3 AccessibilityThe complaint-handling process shall be accessible, including support providedto people who might require assistance to make a complaint (see D.2). Wherethe organization provides products or services that are purchased or used bychildren and young people, it shall also

39、ensure that its complaint-handlingprocess is child friendly (see D.1).Information and assistance shall be made available, in whatever languages orformats that the products and services were offered or provided in, includingalternative formats so that no complainants are disadvantaged (see D.1).NOTE

40、Information and assistance might include an advice helpline (wheretranslation services might be made available and/or information is provided uponadvocacy services that might be able to assist a complainant), referral or signpostingto independent source of advice, specific content which can be easil

41、y located on anorganizations website, printed leaflets and also alternative formats such as Braille(for the visually impaired) and audio.The following components shall be addressed for accessibility in thecomplaint-handling process:a) access to readable and easy to understand information about how t

42、o makea complaint and the complaint process;b) the options and process for making a complaint;c) personnel training for those likely to receive complaints in:1) identifying and recording complaints;2) identifying people who may require additional assistance to make acomplaint;3) providing an initial

43、 acknowledgement of complaints received;4) the complaint-handling process;5) acquiring the complainants preferred method of contact and particularrequirements for access to information or communication wheresupported by the organizations processes; and6) possible escalation paths.d) assistance for p

44、eople to make a complaint if required;e) the process for accepting complaints from family members, friends, agents,advocates or others who act on behalf of, or support, a person whothemselves might have limited capacity to make a complaint.3.1.4 RepresentativesThe organization shall permit authorize

45、d representatives to representcomplainants.NOTE Authorized representatives might include persons acting on behalf of others,e.g. family members, legal representatives, consumer organizations and electedrepresentatives.BRITISH STANDARDBS 8543:20154 The British Standards Institution 20153.2 Complaint

46、handling3.2.1 ResponsivenessReceipt of each complaint shall be promptly acknowledged (see 6.2). Complaintsshall be dealt with as a workload priority and investigated thoroughly to ensurea fair outcome (see 6.5).NOTE 1 Organizations should make sure that complaints are appropriatelyprioritized so tha

47、t complaints are not left unattended due to other work pressuresthat might otherwise be given a higher priority.An organization shall make sure that all personnel members are aware of theneed to treat complainants courteously. Complainants shall be kept informed ofthe progress of their complaint wit

48、h expectations actively managed.NOTE 2 Organizations should seek to actively involve a complainant in thecomplaints process as far as practicable and appropriate in the circumstances. Thiscould involve regular conversations with the complainant including discussion aboutany suggested resolution of t

49、he complaint.3.2.2 ObjectivityEach complaint shall be addressed in an equitable and unbiased manner(see Annex A).The organization shall implement policies and/or guidelines that set out thebehaviour expected of both its personnel and complainants (see Annex B).3.2.3 AccountabilityAccountability for the development, operation and review of the organizationscomplaints handling policy shall be clearly documented (see Annex C).Personnel shall be authorized and trained to implement the complaint-handlingpolicy (see 4.3).3.2.