Handle a customer complaint or query

Top management ensures that responsibilities and authorities for relevant roles are assigned, communicated and understood within the organization, including responsibility and authority for ensuring the system conforms to the standard, ensuring processes deliver their intended outputs, reporting on system performance and improvement opportunities to top mana...

The organization ensures that outputs that do not conform to their requirements are identified and controlled to prevent their unintended use or delivery, and takes appropriate action based on the nature of the nonconformity and its effect on the conformity of products and services, including outputs detected after delivery. Actions can include correction, s...

When a nonconformity occurs, including any arising from complaints, the organization reacts to it and as applicable takes action to control and correct it and deals with the consequences; evaluates the need for action to eliminate the causes so that it does not recur or occur elsewhere, by reviewing and analysing the nonconformity, determining its causes, an...

A process shall be established to enable reporting of concerns about AI systems' development, deployment, or use.

The organization shall determine and document a plan for communicating incidents to relevant interested parties.

Communication with customers includes providing information relating to products and services; handling enquiries, contracts or orders including changes; obtaining customer feedback relating to products and services including customer complaints; handling or controlling customer property; and establishing specific requirements for contingency actions when re...

The organization ensures that externally provided processes, products and services conform to requirements, and determines the controls to be applied when products and services from external providers are intended for incorporation into the organization's own products and services, are provided directly to the customer on the organization's behalf, or when a...

The organization ensures the adequacy of requirements prior to their communication to the external provider, and communicates its requirements for the processes, products and services to be provided; the approval of products and services, methods, processes and equipment, and the release of products and services; competence including any required qualificati...

The organization uses suitable means to identify outputs when necessary to ensure conformity of products and services, identifies the status of outputs with respect to monitoring and measurement requirements throughout production and service provision, controls the unique identification of outputs when traceability is a requirement, and retains the documente...

The organization determines the internal and external communications relevant to the quality management system, including what it will communicate, when to communicate, with whom to communicate, how to communicate, and who communicates.

Establish a process ensuring that the organization's use of services, products or materials provided by suppliers aligns with its approach to the responsible development and use of AI systems.

Ensure the organization's approach to the responsible development and use of AI systems takes account of customer expectations and needs.

The organization ensures that outputs that do not conform to their requirements are identified and controlled to prevent their unintended use or delivery, and takes appropriate action based on the nature of the nonconformity and its effect on the conformity of products and services, including outputs detected after delivery. Actions can include correction, s...

The organization determines what needs to be monitored and measured, the methods for monitoring, measurement, analysis and evaluation needed to ensure valid results, when the monitoring and measuring is performed, and when the results are analysed and evaluated. It evaluates the performance and the effectiveness of the quality management system and retains a...

The organization analyses and evaluates appropriate data and information arising from monitoring and measurement, and uses the results to evaluate conformity of products and services, the degree of customer satisfaction, the performance and effectiveness of the quality management system, whether planning has been implemented effectively, the effectiveness of...

When a nonconformity occurs, including any arising from complaints, the organization reacts to it and as applicable takes action to control and correct it and deals with the consequences; evaluates the need for action to eliminate the causes so that it does not recur or occur elsewhere, by reviewing and analysing the nonconformity, determining its causes, an...

The organization determines and selects opportunities for improvement and implements any necessary actions to meet customer requirements and enhance customer satisfaction, including improving products and services to meet requirements and address future needs and expectations, correcting, preventing or reducing undesired effects, and improving the performanc...

AI systems shall be operated and monitored according to organizational and operational requirements throughout their lifetime. Operational guidance shall be available to operators.