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  • BS 8600:1999 (published 1999-04)

    Withdrawn A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
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    Complaints management systems. Guide to design and implementation

    Available format(s):  Hardcopy, PDF

    Withdrawn date:  05-08-2004

    Language(s):  English

    Published date:  15-04-1999

    Publisher:  British Standards Institution

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    Table of Contents - (Show below) - (Hide below)

    Committees responsible
    Foreword
    Executive summary
    1 Scope
    2 General
    3 Terms and definitions
    4 Essential elements of a complaints management system
        4.1 General recommendations
        4.2 Complaints management policy
        4.3 Planning
        4.4 Implementation and operation
        4.5 Management review
    Annex A (informative) Resources
    Annex B (informative) External review procedures
    Annex C (informative) Fairness
    Annex D (informative) Response to complaints
    Annex E (informative) Monitoring, reporting and corrective action
    Annex F (informative) Audit and review
    Figure 1 Complaints management - outline plan of a
               complaints management system
    Figure D.1 Complaints management - An illustrative process
    Figure D.2 Typical example of a complaint recording form
    Bibliography
    Further reading

    Abstract - (Show below) - (Hide below)

    Provides guidance on designing and implementing systems for managing complaints, from initial reporting to final resolution. Does not specify performance criteria for managing complaints but offers a comprehensive overview of the points for consideration. Intended for use by organisations of all sizes, in private, public and voluntary sectors, whatever the nature of the complaint.

    General Product Information - (Show below) - (Hide below)

    Committee W/-
    Development Note DRAFT FOR COMMENT 98/402550 DC
    Document Type Standard
    Publisher British Standards Institution
    Status Withdrawn
    Superseded By
    Supersedes

    Standards Referenced By This Book - (Show below) - (Hide below)

    BS 7499(2002) : 2002 STATIC SITE GUARDING AND MOBILE PATROL SERVICES - CODE OF PRACTICE
    BS PAS 46(2002) : 2002 IMPROVING LOYALTY - REQUIREMENTS
    BS 8406:2003 EVENT STEWARDING AND CROWD SAFETY SERVICES - CODE OF PRACTICE
    BIP 2211 : 2012 COMPLAINTS MANAGEMENT - TURNING NEGATIVES INTO POSITIVES
    06/30147281 DC : DRAFT DEC 2006 BS 7499 - STATIC SITE GUARDING AND MOBILE PATROL SERVICES - CODE OF PRACTICE
    BS 7960:1999 DOOR SUPERVISORS/STEWARDS - CODE OF PRACTICE
    BS PAS 49(2002) : 2002 SECURITY CONSULTANCY - CODE OF PRACTICE
    BS 15000-1(2002) : 2002 IT SERVICE MANAGEMENT - PART 1: SPECIFICATION FOR SERVICE MANAGEMENT
    07/30150968 DC : 0 BS 7984 - KEYHOLDING AND RESPONSE SERVICES - CODE OF PRACTICE
    BS PAS 33(1999) : 1999 SPECIFICATION FOR THE DESIGN, INSTALLATION AND COMMISSIONING OF GAS FIRED CENTRAL HEATING SYSTEMS IN DOMESTIC PREMISES
    BS 7984(2001) : 2001 KEYHOLDING AND RESPONSE SERVICES - CODE OF PRACTICE
    BS 7499:2002 STATIC SITE GUARDING AND MOBILE PATROL SERVICES - CODE OF PRACTICE
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