Foreword
1 Scope
2 Terms and definitions
3 General principles
4 Complaints-handling framework
5 Planning and design
6 Operation of the complaints-handling system
7 Maintenance and improvement
Annexes
Annex A (informative) - Objectivity
Annex B (informative) - Unacceptable and unreasonable behaviors
Annex C (informative) - Responsibilities and authorities of complaints
handling roles
Annex D (informative) - Accessibility
Annex E (informative) - Effective apologies, remedies and options
for redress
Annex F (informative) - Maintenance and improvement
Bibliography