ics03.100.01A01督8中华人民共和国国家标准GB/T17242一1998投诉处理指南Guidelinesforcomplaintshandling1998一03一06发布1998一10一01实施国家技术监督局发布Gs/T17242-1998目次前言·····································································································，·············⋯⋯1范围·....................................................................................................................12引用标准“···············‘。·············，··················”················，····································，一13定义·············································”····························，································⋯⋯14基本原则·.................................················，···················································⋯⋯15投诉处理的基本要素···..........................................................................................26投诉处理的程序·，”···········，’·············，，.，················，’，······。·····”·”..··········，⋯，37解决争议的途径····，··”····”·······，，···················，·························“···⋯⋯，·.···.·..·..·.⋯⋯5GB/T17242-1998前言本标准参考了澳大利亚国家标准AS4269-1995《投诉处理》和GB/T19000-ISO900。质量管理系列标准。本标准规定了组织处理消费者对产品质量投诉的基本原则，确定了投诉处理的基本要素、程序、解决争议的途径，是为了使消费者在购买商品和接受服务当中，对产品质量不满意的投诉能够得到合理的解决，以利于保护消费者和组织双方的合法权益。本标准是将投诉处理工作，作为...
