Consumer Service & Dispute Resolution

Effective consumer service and dispute resolution mechanisms are essential for maintaining consumer trust, addressing complaints fairly, and identifying systemic issues that require corrective action.

ISO 26000 emphasises that organisations should provide adequate after-sales service, support, and complaint and dispute resolution procedures. Key elements include accessible and responsive customer service channels, clear and fair complaint handling procedures, timely resolution of disputes, alternative dispute resolution (ADR) mechanisms, and systematic analysis of complaints to identify and address root causes. The UN Guidelines for Consumer Protection emphasise the importance of effective redress mechanisms. GRI 2-25 (Processes to Remediate Negative Impacts) requires disclosure of the organisation's approach to providing or cooperating in remediation of negative impacts.

Further Reading

• ISO 26000 — Consumer issues guidance
• UN Guidelines for Consumer Protection — International consumer protection framework

Related Topics

• Consumer Issues
• SDG 12: Responsible Consumption
• Fair Operating Practices