ISO/PAS 17003:2004
(Main)Conformity assessment — Complaints and appeals — Principles and requirements
Conformity assessment — Complaints and appeals — Principles and requirements
ISO/PAS 17003:2004 contains principles and requirements for the elements of complaints and appeals as they relate to conformity assessment. It is an internal tool for use in the ISO standards development process by ISO/CASCO working groups when addressing the elements of complaints and appeals in the preparation of their documents. ISO/PAS 17003:2004 is not a stand-alone normative document to be used directly in conformity assessment activities.
Évaluation de la conformité — Plaintes et appels — Principes et exigences
General Information
Relations
Standards Content (Sample)
PUBLICLY ISO/PAS
AVAILABLE 17003
SPECIFICATION
First edition
2004-08-15
Conformity assessment — Complaints
and appeals — Principles and
requirements
Évaluation de la conformité — Plaintes et appels — Principes et
exigences
Reference number
ISO/PAS 17003:2004(E)
©
ISO 2004
---------------------- Page: 1 ----------------------
ISO/PAS 17003:2004(E)
PDF disclaimer
This PDF file may contain embedded typefaces. In accordance with Adobe's licensing policy, this file may be printed or viewed but
shall not be edited unless the typefaces which are embedded are licensed to and installed on the computer performing the editing. In
downloading this file, parties accept therein the responsibility of not infringing Adobe's licensing policy. The ISO Central Secretariat
accepts no liability in this area.
Adobe is a trademark of Adobe Systems Incorporated.
Details of the software products used to create this PDF file can be found in the General Info relative to the file; the PDF-creation
parameters were optimized for printing. Every care has been taken to ensure that the file is suitable for use by ISO member bodies. In
the unlikely event that a problem relating to it is found, please inform the Central Secretariat at the address given below.
© ISO 2004
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means,
electronic or mechanical, including photocopying and microfilm, without permission in writing from either ISO at the address below or
ISO's member body in the country of the requester.
ISO copyright office
Case postale 56 • CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@iso.org
Web www.iso.org
Published in Switzerland
ii © ISO 2004 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/PAS 17003:2004(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies
(ISO member bodies). The work of preparing International Standards is normally carried out through ISO
technical committees. Each member body interested in a subject for which a technical committee has been
established has the right to be represented on that committee. International organizations, governmental and
non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the
International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of technical committees is to prepare International Standards. Draft International Standards
adopted by the technical committees are circulated to the member bodies for voting. Publication as an
International Standard requires approval by at least 75 % of the member bodies casting a vote.
In other circumstances, particularly when there is an urgent market requirement for such documents, a
technical committee may decide to publish other types of normative document:
an ISO Publicly Available Specification (ISO/PAS) represents an agreement between technical experts in
an ISO working group and is accepted for publication if it is approved by more than 50 % of the members
of the parent committee casting a vote;
an ISO Technical Specification (ISO/TS) represents an agreement between the members of a technical
committee and is accepted for publication if it is approved by 2/3 of the members of the committee casting
a vote.
An ISO/PAS or ISO/TS is reviewed after three years in order to decide whether it will be confirmed for a
further three years, revised to become an International Standard, or withdrawn. If the ISO/PAS or ISO/TS is
confirmed, it is reviewed again after a further three years, at which time it must either be transformed into an
International Standard or be withdrawn.
ISO/PAS 17003 was prepared by the ISO Committee on conformity assessment (CASCO).
© ISO 2004 – All rights reserved iii
---------------------- Page: 3 ----------------------
ISO/PAS 17003:2004(E)
Introduction
In 2001 the ISO Council asked its policy committee on conformity assessment (ISO/CASCO) to study and
prepare a group of common elements for application in all future ISO documents on conformity assessment.
Subsequent to this request ISO/CASCO approved the formation of Working Group 23, Common elements in
ISO/IEC Standards for conformity assessment activities, to undertake this task.
The working group has identified several common elements, including among others
impartiality,
confidentiality,
complaints and appeals,
management systems.
This Publicly Available Specification (PAS) addresses the elements of “complaints” and “appeals” that appear
in many of the ISO/IEC Guides and International Standards on conformity assessment.
The PAS covers the agreed principles that give substance to the elements of “complaints” and “appeals”, and
also provides requirements clauses intended to be included in future ISO/IEC International Standards on
conformity assessment.
This PAS is intended to apply to the drafting of documents on conformity assessment by ISO/CASCO.
Clause 4 (Background) contains comments on the importance to conformity assessment of the handling of
complaints and appeals.
Clause 5 (Principles) contains statements that are intended to orientate ISO/CASCO working groups in their
task of creating requirements to address complaints and appeals in their documents.
The requirements to be inserted into future ISO/CASCO documents that cover the common elements of
“complaints” and “appeals” are detailed in Clause 6. ISO/CASCO has adopted a common structure for the
presentation of requirements. Requirements should be grouped under one or more of the following headings:
a) General requirements;
b) Structural requirements;
c) Resource requirements;
d) Process requirements;
e) Management system requirements.
As such, each of the common elements will have requirements related to it grouped under one or more of the
headings shown above.
This PAS is not intended to become a future International Standard. At the end of three years after the date of
publication, it is expected this PAS will be withdrawn and its contents incorporated as appropriate in relevant
ISO/CASCO normative and guidance documents.
iv © ISO 2004 – All rights reserved
---------------------- Page: 4 ----------------------
PUBLICLY AVAILABLE SPECIFICATION ISO/PAS 17003:2004(E)
Conformity assessment — Complaints and appeals —
Principles and requirements
1 Scope
This Publicly Available Specification (PAS) contains principles and requirements for the elements of
complaints and appeals as they relate to conformity assessment.
It is an internal tool for use in the ISO standards development process by ISO/CASCO working groups when
addressing the elements of complaints and appeals in the preparation of their documents.
This Publicly Available Specifi
...
Questions, Comments and Discussion
Ask us and Technical Secretary will try to provide an answer. You can facilitate discussion about the standard in here.