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ICS03.120.10
A00茵昌
中华人民共和国国家标准
GB/T19012一2019八5010002:2018
代替GB/T19O12一2008
质量管理顾客满意组织投诉处理指南
Qualitymanagement一Customersatisafction一Guidelinesfor
comPlaintshandlinginorganizations
(15010002:2018，IDT)
2019一06一04发布2020一01一01实施
国家市场监督管理总局、，
中国国家标准化管理委员会汉叩
中华人民共和国
国家标准
质量管理顾客满意组织投诉处理指南
GB/T19O12一20192018
中国标准出版社出版发行
北京市朝阳区和平里西街甲2号(10。。29)
北京市西城区三里河北街16号(100045)
网址:www.sP
服务热线:400一168一0010
2019年5月第一版
书号:155066·1一62803
版权专有侵权必究
GB/T19012一20192018
目次
前言··················································································································……111
引言··················································································································……W
1范围···············································································································……1
2规范性引用文件·····························································································...……1
3术语和定义······································································································……1
4指导原则·········································································································……2
4.1总则·········································································································……2
4.2承诺···
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