dispute resolution process provider

person or organization (3.2.1) that supplies and operates an external dispute (3.9.6) resolution process (3.4.1)

Note 1

Generally, a DRP-provider is a legal entity, separate from the organization or person as an individual and the complainant. In this way, the attributes of independence and fairness are emphasized. In some situations, a separate unit is established within the organization to handle unresolved complaints (3.9.3).

Note 2

The DRP-provider contracts (3.4.7) with the parties to provide dispute resolution, and is accountable for performance (3.7.8). The DRP-provider supplies dispute resolvers (3.1.6). The DRP-provider also utilizes support, executive and other managerial staff to supply financial resources, clerical support, scheduling assistance, training, meeting rooms, supervision and similar functions.

Note 3

DRP-providers can take many forms including not-for-profit, for-profit and public entities. An association (3.2.8) can also be a DRP-provider.

Note 4

In ISO 10003:2007 instead of the term DRP-provider, the term “provider” is used.

Bron

ISO 10003:2007, 3.9, modified

Norm

NEN-EN-ISO 9000:2015 en

Titel

Quality management systems - Fundamentals and vocabulary

Paragraaf

3.2.7

dispute resolution process provider

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