ISO PAS 17003-2004 Conformity assessment - Complaints and appeals - Principles and requirements《合格评定 投诉和上诉 原则和要求》.pdf
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1、 Reference numberISO/PAS 17003:2004(E)ISO 2004PUBLICLY AVAILABLE SPECIFICATION ISO/PAS17003First edition2004-08-15Conformity assessment Complaints and appeals Principles and requirements valuation de la conformit Plaintes et appels Principes et exigences Copyright International Organization for Stan
2、dardization Reproduced by IHS under license with ISO Not for ResaleNo reproduction or networking permitted without license from IHS-,-,-ISO/PAS 17003:2004(E) PDF disclaimer This PDF file may contain embedded typefaces. In accordance with Adobes licensing policy, this file may be printed or viewed bu
3、t 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 Adobes licensing policy. The ISO Central Secretariat accepts no liability in this
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5、e 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, ele
6、ctronic or mechanical, including photocopying and microfilm, without permission in writing from either ISO at the address below or ISOs 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 copyrightiso
7、.org Web www.iso.org Published in Switzerland ii ISO 2004 All rights reservedCopyright International Organization for Standardization Reproduced by IHS under license with ISO Not for ResaleNo reproduction or networking permitted without license from IHS-,-,-ISO/PAS 17003:2004(E) ISO 2004 All rights
8、reserved iiiForeword 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 f
9、or 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
10、 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 a
11、re 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 publ
12、ish 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 Technic
13、al 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 f
14、or 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
15、ISO Committee on conformity assessment (CASCO). Copyright International Organization for Standardization Reproduced by IHS under license with ISO Not for ResaleNo reproduction or networking permitted without license from IHS-,-,-ISO/PAS 17003:2004(E) iv ISO 2004 All rights reservedIntroduction In 20
16、01 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
17、 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 eleme
18、nts 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
19、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 (P
20、rinciples) 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 “appe
21、als” 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) Managem
22、ent 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 P
23、AS will be withdrawn and its contents incorporated as appropriate in relevant ISO/CASCO normative and guidance documents. Copyright International Organization for Standardization Reproduced by IHS under license with ISO Not for ResaleNo reproduction or networking permitted without license from IHS-,
24、-,-PUBLICLY AVAILABLE SPECIFICATION ISO/PAS 17003:2004(E) ISO 2004 All rights reserved 1Conformity 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
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