| iNTRODUCTION usliy means conformance to requirements. Standards form the fundamental base for the nt of goods, articles, process, system and services by establishing consistent neols which can be universally understood and adopted. Much before India got Mience in 1947, the role, relevance and the importance of standardization was by the manufacturing sector in the country. The early manufacturing industry dbered to the then benchmarks of specifications and quality control. The Indian Standards tsinrion (ISD) came into existence on 6 January 1947. The objective of setting ISI is for promoting standardization and quality control. The Indian Standards Institution formulated vaiards and checked quality by drawing on different facets of the economic community mmely, industrialists, scientists, administrators and consumers. ISI accommodated all egiimate interests of the stakeholders through consensus. With ihe expansion of standards formulation and consequent to the spurt in the manufactuning sféverse range of products in the economy, it was felt necessary to introduce the Certification Marks Scheme. The authority for this was derived from the ISI (Certification Marks) Act, 1982, The Certification Marks Scheme was launched in 1955. The growth and popularity ‘Tis scheme led to unscrupulous sections of market forces adopting unethical means by misusing the popular ISI mark. The legal and the regulatory framework to deal with this — however, lacked teeth to either deter or punish the: wrongdoers. This structural ess led to the enactment of the Bureau of Indian Standards (BIS) Act, 1986, with a aie added to its mandate and enhanced powers to curb the misuse of the ISI mark. (18). The peteuroed the assets, liabilities and functions of the Indian Standards re real meen reform process in India initiated in the 1990’s and subsequent nee I sector reforms unshackled the domestic economy and accelerated the pack © ing oe: This led to Standardization increasingly becoming a common tool for etitive advantage, spreading best practices and entering new maken: — —————— STry Consumer Mars ang The BIS dct 1986 broadly foeused on the harmonious development of gy" standardization, marking and quality certification of goods and other telateg tty ‘ it The sucess, popularity and growth of oransation andthe changing martg i has necessitated the promulgation of the new Bureau of Indian Standards ay an O16 7.2 THE BUREAU OF INDIAN STANDARDS (BIS) ACT 2016 The Bureau of Indian Standards (BIS) Act 2016 establishes BIS as the National Standards Body of India. Besides containing provisions for establishing voluntary standards, the Ad also contains provisions to bring under compulsory certification regime any article, proces or service which it considers necessary from point of view of health, safety, environment Prevention of deceptive practices, security etc. Enabling provisions have also been made for making hallmarking of the precious metal articles mandatory. The Act allows multiple types of conformity assessment schemes, including Self Declaration of Conformity agaist any standard which provides simplified options to manufacturers to adhere to the standards and get certificate of conformity. It enables the Central Government to appoint any authority, in addition to the BIS, to verify the conformity of products and services to a standard and issue certificate of conformity. BIS Act, 2016 has been notified by the Central Government on 22 March 2016 to enable BIS align its policies and programmes to provide further fillip to domestic production growth of trade.roe sc ine BIS Act, 2016, includes: ® ppurcau of Indian standards (BIS) asthe National Sundards Body of 08 tte TES of conformity assessment schemes ns * mr Government 10 bring under the mandatory cerificatio repime sock oobi sides process system or service which it considers necessary from the point (i acl terest human, animal, o plant health, safety ofthe environment is puiiair trade practices, and national security Government to make hallmarking of precious metal articles, mandatory vento" he gable (0 for recall of products bearing the Standard Mark, but not conforming to (0 Beat Indian Standards and ler qginen penal provisions, enable compounding of offences, and also make (9 itftences 25 cognizable. cre Sew BIS Act, the Government envisages building a climate for quality rot ‘consciousness and greater participation of consumers in formulation and fia a eror National Standard. The Bureau in its present form, is a body corporate mentation © members representing both the Central and the State Governments, scientific and research institutions, consumer ipl cxosisti9g °F parliament, industries, 1 bodies. The Union Minister of Consumer Affairs, Food and el a es and professional oxenzations orion is the President and the Minister of State for Consumer Affairs Food e Vice-President of the Bureau. BIS has introduced different public Di e re public Distribution is : apes for conformity assessment of products and systems. Schemes for the Hallmarking srwelery items of gold and silver were introduced in 2000 and 2005, respectively. Its seein New Delhi, with regional offices in Kolkata, Chennai, Mumbai, Chandigarh "ad 20 branch offices which serve as effective links between State Governments, Delhi, a so Delhi an cal institutions, consumer organizations, etc of the region. I also works as war age TOT coy. Poet to ind ae the Act Activities of BIS: ricle, proce : Tees | Te acvtes of BIS ean be broadly grouped under the following heads: een made for (a) Standards Formulation: Formulation of National Standards ows mult : ae (6) Product Certification Scheme Product/Systems product, hallmarking and management the standards eer ny authority, (©) Compulsory Registration Schemes nandantiead (@ Foreign Manufacturers Certification Schemes 16 to enable (e) Hallmarking Scheme duction and () Laboratory Services (®) Sales of Indian Standards/ other publicationsa 2 Consumer 4 Mer and cy, ' (h) Intemational Activities * (i) Consumer Related Activities | (Training at National and International Level (k)_ Information Services (1) Project Management Objectives of BIS:VIEW + Hanmonious development of the activities of standardization, certification of goods. + To provide thrust to standardization and quality control for growth and deve industry on one hand and to meet the needs of consumers on the other Mating ad gg 7.3 FORMULATION OF NATIONAL STANDARDS Providing the need-based globally relevant Indian standards in atime-bound mange industries and consumers has always been the endeavour of BIS. For formula such Indian Standards, BIS functions through the Technical Committee siuens terms of Sectional Committes, Subcommittees and Panels setup for dealing with seg group of subjects under their respective Division Councils. These Technical Comma, include representatives of various interests such as organized consumers, conus, bodies, regulatory and other government bodies, industries, scientists, technolons, testing organizations and individual experts. It also includes concerned officials of 3 The appropriate Sectional Committee of BIS takes up a subject for formulation of Indian Standard(s) based on proposals which may be submitted by any Ministry of te Central Government, State Governments, Union Territory Administrations, Consume Organizations, Industrial Units, Industry Associations, Professional Bodies, Membes di the Bureau and Members of its Technical Committees with the approval of the concent Division Council. It is the policy of BIS to formulate Indian Standards on emergig technologies and to withdraw obsolete standards. During 2017, 609 (new 336 and rise 273) standards were formulated. The total number of standards in force, as on 31 Mart 2016 were 18,781. 74 REVIEW OF STANDARDS Indian Standards are reviewed as and when considered necessary, but at least once is years to establish whether these standards are still relevant and also to take appr! action for reaffirmation, revision, issuing amendments, declare obsolescence or withd™ 7.5 HARMONISATION OF STANDARDS soo The role of standards in international competitiveness and their potential to act a8 got barriers to trade is being more widely recognized, To sustain competitiveness in the 8 markets it is important to harmonize Indian Standards, as far as possible, with In!pRODUCT CERTIFICATION SCHEME AGEMENT SYSTEM CERTIFICATION SCHEMES, HAL! iG OF GOLD & SILVER ion Schemes tes one of the largest product certification scheme in the World Presence of aS ei ard mark (popularly known as ISI mark) on a product indicates its conformity pie evant Indian Standard. Licence is granted to the manufacturers for the use of - Ggodard Mark (ISI Mark). rat Certificati PRODUCT CERTIFICATION SCHEME PCa El c lad ists Leyes Ecol a e | Ceo! Get REGISTRATION SCHEME Boaation of Conformity — SDOC) since 2013 Domestic anufacturer ‘oreign Manufacturera 16 Consumer Airs nao Before granting licence to any manufacturer, BIS ascertains the avaitabiiy, ™”Cn infrastructure and capability of the manufacturer to produce and test the to the relevant Indian standard on a continuous basis. Samples are aleg qt ome production line as wel as from market and tested in independent laboratoiey fm gt conformance to the relevant Indian Standard. ere of Product ¢, ong ied The certification scheme is basically voluntary in nature, but for a number of public interest, it has been made mandatory by the Central Government vere, a statutes such as The Food Safety & Standards Act, The Essential Commodiyer Explosive Substances Act, The Atomic Energy Regulation Board, the Environment p, s Act, The Infant Milk Substitutes, Feeding Bottles and Infant Food Act and The Prt Indian Standards Act, etc. eau oy Some ofthe items under mandatory certification are LPG cylinders valves and rep milk povider, condensed milk, cereal food for infant, skimmed milk powder, ig = substitute, hexane food grade, clinical thermometers, packaged drinking water, pe natural mineral water, safety requirements for electric iron and immersion wage cables, switches, electric lamps and CFLs, circuit breakers, eneruy meters, dry ba steel tubes, oil pressure stoves, X-Ray equipment, plastic feeding bottles, cement, str steel products, pneumatic tyres and tubes for automotive vehicles, centrally cast duetie st Pressure pipes, ductile iron fittings for pressure pipes, electrical transformers, ete heat The total number of Indian Standards which have been covered under BIS Certification Marks Scheme are 960. The total number of operative licences as on 2017-18 were 34457 Product Certification Scheme Basically Voluntary in nature About 960 Products under Certification 136 Products under Mandatory Certification Total — 34457 (2017-18) 12445 (36%) — Mandatory, 22012 (64%) ~ Voluntary First licence granted on 8 August 1955. Operated through a network of iS taneatt 33 Branches offices throughout India with Headquarters at lew Delhi(Diagnostic Medical X-Ray equipment Major Product categories under certification | PRODUCT NO. OF LICENCE >] NOLOF LICENCE CATEGORY (APPROX) PRODUCTS aa (APPROX) bs! Packaged Drinking Plywood, Blockboard & : ‘water ae. related wood products oe Steel/stainless steel PVC , HDPE pipes & < | 2000 , Ms |__ and products fittings | | | Blcwical C | ie 2250 Pumps & Motors | lee Betrical applianc: a ce Auntie rela ee MCBs x Tubes | | Distribution - ji | LPG Cylinders, Valves & ww Transformers 500 See Cement Concrete Products wo i 1000 Pipes, Paver Blocks wective Helmet 30 Mt 220 Pressure Cooker or ee —— "| “About 23000 out of total $4457 BIS Hence —Con 8 numer Affair Matron ey BIS REGISTRATION a 49 products have been brought under Compulsory Registration seh ‘paced on the compliance of the Products to Indian Safety Standard, ‘Major products include Mobile phones, Laptops, Automa Processing Machines, LCD/LED TVs, Printers, Scanners, Rechar cellebateres, Microwave Oven, UPS, Solar PV modules etc. SME tic Dag B. Management Systems Certification Scheme (MSCS) Bureau of Indian Standards has been operating Management Systems ¢, Scheme since 1991. i «Initially, BIS started the scheme with Quality Management System Cerf 1S0 9001) and over the years it has gradually expanded its activities o vaya ‘Management Systems. tes © NABCB, QCI has accredited Quality Management System Certification Scheme, Environmental Management System Certification Schemes of BIS. ificatig ad © The Management Systems Certification Department at New Delhi is the policy department which also coordinates the Systems Certification activites from the ae in a uniform and impartial manner as per ISO/IEC 17021 ‘s The Management Systems Certification activities are de-centralized to its five egomt offices: the central region located in Delhi, the easter region located in Kolkat, te rorthem region located in Chandigarh, the southern region located in Chennai and western region located in Mumbai. The Deputy Director General (Region isthe gantag renewing and cancellation authority of the licence and this activity is coordinated by the Management Systems Certification Officer of the region. 2 Features of Management Systems Certification Scheme (FMSCS): ‘© BIS is the only organization in India which operates Management Systems Certfcaina ‘Scheme under an Act of Parliament. ‘+ BIS is the National Standards Body (NSB) of India and represents the country in te international forum on standardization including International Organization for Standardization (ISO) and International Electrotechnical Commission (IEC) ‘© Being member of ISO, BIS takes part in the deliberations of the Technical Commit: such as ISO/TC 176 and ISO/TC 207 responsible for formulation of ISO 9000 s= of standards and 14000 series. ‘© [SO is not operating any certification scheme. However, it has compiled a deton certification bodies world over and as expected, the name of BIS is included is directory.iors & exer thought he 7 bos ee ong ot 2 i f ’ we an ot resiontl offices and branch offices for ring me and ae te ee % 5 ‘ao sizatio® and hence certification services are vey cn ff Fo tt oi -atio®! certfaton Scheme 38 per ISIS0 nus i) certification Scheme (QMSCS) was launched Fo ys0tes nee is DEINE operated in accordance with standard ISOTEC Kae Sat reef bods roving wai an tian & ew OMSCS ticences were granted. AS on 31 March 2016, taal 116 19 ae in operation covering industrial sectors such as chen Abyss it, cement, cons dairy plas, elvan, eecriy i oe eis, ini machinery, peroleum, plas, pamaceicals Seats seve as er nb oma ne ee oe Ooi Sector, health sector, insurance, information teanagy rasp, € ia! Management Syste (EMS) Certifieation Scheme as per 1S1S0 i Environment “anagerent Stem (ENS) Cerfatin Scheme ws aia Tyas pet 19180 14001 and is being operated spr the tera ee oes jn ISOMEC 17021. During the year, 8 new EMS licenses were hing umber of operative Licences to 208. Tes ees oe oot fs ike integrated steel plans, thermal power plan, seronatical nists, , wagon, workSHOPS, pharmaceuticals, machinery, ming, pase soos, > puionl Health and Safety ‘Management System (OHSMS) Certfiaton dear a per 1S 18001:2007 $6bs lnunched Occupational Health ‘and Safety Management System (OKSMS) eto Scheme as per 1S 18001:2007, This ese eabes an onganiztion Wo tt, pan and manage policies and objectives, taking into account the Aegslative tiements and the information about significant hazards and risks, which the ae can contol and with @ view to protec its employes and thers, Whose = sufery may be affected by the activites ofthe organization. 1B new Ne ea ranted during the yar, bringing he tol ope ceases 0 i. ch 2016, The licences cover technology ares like thermal power lo industry, cycle industry, r stations, health services ment centr cee i Mommunica e8, textiles, plastic, cement, construction, cleciical and Maia tion cables, petroleum refinery, insecticides, i i i always ete, a : fs of . ye stem Ci — ps710 Consumer Afar ang iv) Hazards Analysis and Critical Control Point (HACCP) Scheme as per yg,” BIS also offers a standalone HACCP Certification Scheme as per I$ 15y JS: on 31 March 2016, two HACCP stand-alone licences and 39 licences pn” 7% QMS, were in operation. IMlcgrateg ‘| Food Safety Management System (FSMS) Certification Scheme a5 22000:2005 BIS has launched Food Safety Management System (FSMs) a TSigy, 22000. This system is designed to allow all types of organization within the 4 990 to implement a food safety management system. As on 31 March 2916, 7° a licences were in operation. 10 Fag (vi) Service Quality Management System (SQMS) Certification Scheme ay 15700:2005 The Service Quality Management System (SQMS) Certcatin” launched by BIS in April 2007, based on the Indian Standard IS 15700, This 716 Concum Aoi Was amd Cu D. Compulsory Registration Scheme (CRS) Department of Electronics and Information Technology (Deit¥) in consyy honed “Electronics and Information Technology Goods (Requirements fi” Renistration) Onder, 2012" on 3 Oct 2012 mandating Compulsory Registragy (2% 1S Electrics and IT products based on its safety compliance to Indian Stang BS Onder was notified on 13 November 2014, bringing 15 more electronics tA Seng onder the ambit of the Scheme. The Compulsory Registration Scheme is beng Ping BIS under the BIS Act, 1986 and the Rules framed thereunder, The intro Pe" Scheme is an alternative mechanism to the Compulsory Certification to facing” fast growing sectors like IT and protect consumers from spurious and subsanac 2" ‘The scheme envisages that no person shall manufacture or import or sell or diary" which do not conform to the Specified Standards and do not bear the words « eyes Goa w conforming to IS...'. Such Goods can be imported after obtaining Registration 42% Bureau. Thus, 30 electronic products as notified by Deity are covered under me Peny registration Scheme. The major products under the Scheme are: + LED fixtures, lamps and drivers + Mobile phones, portable power banks + Rechargeable cells/batteries + UPS and invertors of capacity 5 kVA and below + Microwave ovens Plasma/LCD/LED TVs/visual display units/monitors of screen size 32! and above ‘Adapters for IT, AV and electronic products + Pointof-sale terminals, ADP machine + Laptop/notebook/tablet + Printers and plotters, photocopiers, scanners + Set top box The first registration was granted by BIS on 12 June 2013. As on 31 March 2016, BIS bis gzanted 4 279 registrations to manufacturers in various countries. During the period he system for grant of registration was streamlined, forms and procedures simplified to facia case of doing business and the time for grant of registration was reduced to almost 12 dos Figure below shows the logo of the Self Declaration of Conformity. — R= XXOOOOXXsation a7 sunda a He aKInGOF a WO sa the activities of the product certification marks scheme, BIS has established 10 uP - jn the country to cater to the testing need of samples. The first BIS Central ra iporaton established at Sahibabad in 1962. Subsequently, four regional laboratories at ‘@yo0! 88S Numba‘ and Chennai and three branch office laboratories at Patna, Bangalore pay, Kol re established. BIS laboratories have facilites fr testing of products m the ¥ cera Mt, microbiological, electrical and mechanical discipline more that BIS laboratories are abreast with the latest dev mye atl the laboratories at Mumbai, Kolkata, Chennai, eee tigees yiston “credited by the National Accreditation Board for Calibration and Testing ee ve (NABL) as per the international standard IS/ISO/IEC 17025 omplete test facilities for 374 Indian Standards and in additi psu a available for 362 Indian Standards. During 2016, the BIS ae liner 815 samples of various products covered under Certification. In addition, to eed the Hallmarking Scheme of gold and silver jewellery/ artefacts, the Gold Referral opp Laboratory at Chennai has issued 2 $59 test report in the Year 2015-16. assy y CONSUMER GRIEVANCE REDRESSAL UNDER BIS 1 seamplaints about BIS certified products or services provided by BIS can be sent to public Grievance Officers (PGOs) appointed by BIS at all lucations where BIS offices exist malpaos after necessary verification of supporting documents forward the complaint to Cesumer Affairs Department (CAD) at New Delhi for recording of the complaint centrally. complaints can be lodged in writing, online on BIS website www-bis.gov.in or through Notile Application CARE, available on the BIS website/Google Playstore. For all recorded complaints against ISI marked products or services relating to its activities such as Product Catification, Standard Formulation, Management System Certification, Sale of Standards nd Publications, Training etc, redressal is done in a time bound manner. Monitoring of complaints is done centrally by Consumer Affairs Department. In case, complainant is not satisfied with the redressal of the complaint, he/she may prefer an appeal tefore Additional Director General of BIS. BIS receives complaints or grievances on products tedfied by BIS, services rendered by BIS and procedural aspects of BIS through mail, hard copy, web portal and mobile app which are analysed, recorded, investigated, redressed and disposed. Further, BIS also receives consumer grievances through CPGRAMS Portal. Actions we taken on the CPGRAMS and the action taken report is uploaded for information of the tonsumer. During the period April to December 2017, 52 Product Quality complaints, 113 Miscellaneous Complaints, 147 CPGRAMS grievances have been received. During this Feriod $5 Product Quality complaints, 46 Miscellaneous complaints and 137 CPGRAMS Mievances have been disposed.aRGs psndedeston 7 ggressing the media the Union Mini ie ballmarking of gold jewellery mae 3 January 15, 2020, and wil not be implemen ne gp a the Centre has Pe et tite comply wg PE, a5 ACTOS the Hye nfcation wil be issued by Janay rel the new a ary 2021, after which it would pe to js Bacau of Taian standards) Act 2016 a, ae Sell hallmarkeq We ballmarking of mandatory by the Central rele sling gold omamets and anee Be weed products The draft Quality Contr Onder pers e and artefacts was issued on October 10, 2019 Randy ge Soles for period of 60 days, » and offered for ‘comments yy AGMARK isa certification mark for agricultural sf sanard notified by Directorate of Mara 2 Tee that they conform to a ge Cope tad Fane spestion eee art Sean bute, viet taboo Vie faming the standards, the exist re Standard in The Food Safty and Standards eed rants Commision, Intemational Orin se Salts An secmidered. Trade Associations, Research Tnsttuions, ete. are aso consuied TAY Regulatory Requirements and Procedure for Cerifeation Tecetfcation scheme is implemented through ‘ginal Agmark Laboratories and Central A Out of twelve laboratories, 09 11 Regional Offices, 26 Sub Offices, 11 mark Laboratory (Apex laboratory) of the laboratories are accredited with the National Aeceditation Board for ‘esting and Calibration Laboratories (NABL) as per the Intemational wierd 18017025 Persons desirous of grading and certifying a notified agricultural ity under Agmark can apply to the nearest field office of the DMI. ML DIFFERENCE BETWEEN FSSAI AND. AGMARK Mebaic difference between them is that AGMARK isa certification mask whichis given he apr Mural products in order to conform to the Agriculture Produce (Grading andRET = Consumer Mfuirs ond ¢ 7.20 ing) Act of India, 1937 (Amended in 1986) whereas, FSSAI (Food Standard Rae India) is an autonomous body established under the Ministry 2 a Satey Family welfare. AGMARK is thus employed on the agricultural products for assun th the quality of the product which is the supervising agency. The Directorate of the Manat & Inspection, Government of India acts as @ Certifying Agency in order to Ceniy at product conformity. It is a Jogo for use on agricultural, horticulture, forestry and ji the ensures the standard of natural and prescribed produc, products. The use of this logo | Mpeo is on agricultural products such as, ol, fats, cereals, pulses, spices and honey, FSSAI helps to regulate and it also supervises the functioning of the food business India, and in order to monitor and to promote public health. It is thus mandatory for a food business operators, distributors, retailers and the storage houses to get an SS license. AGMARK was established under the Agriculture Produce (Grading and marking) Ag India, 1937 (Amended in 1986), while FSSAI was established under the Food Safety “i Standard Act, 2006, AGMARK, at present, covers the quality guidelines of 222 agriculgay products, spanning from pulses to fresh fruits. The Department of Agriculture & Co-operaigg that is a division of the Directorate of Marketing & Inspection; implements the agricul policies, the training of personne! in agricultural, promoting of good storage practices, nd also the agricultural reforms to promote awareness. * ESSAI lays down science-based standards for the food products and it also oversees the conditions of manufacturing, storing and for warehousing, distribution, developing of sanitary standards and also for promoting awareness among the consumers. In conclusion, AGMARK is a certification mark while FSSAI is a government agency. Fig. : Logo of Agmark and FSSAIConsumer Affairs and Customer Cong 72 rt was one of the first orguaizations granted general consultative status with the Uniteg Nations Economic and Social Council, It is the world’s largest developer of voluntary jinerational standards and facilitates world trade by providing common standards be rations, Over twenty thousand standards have been set covering everything from manuf food safety, agriculture and healthcare, a products and technology 10 ation of products and services that are safe, reliable and Use of the standards aids in the cre of good quality. The standards help businesses increase productivity while minimizing errors snd waste. By enabling products from different markets to be directly compared, they facilitate companies in entering new markets and assist in the development of global trade ‘on a fair basis. The standards also serve (0 safeguard consumers and the end-users of products and services, ensuring that certified products conform to the minimum standards set internationally. 150 9001 is a popular Quality Management Systems, and is the World's most recognised fusiness management standard, which bas been adopted across all industry types, fom ranufacturing through professional service organizations. Some of the benefits imelade helping an organisation to achieve consistent business processes and drive measurable, cost- saving performance improvements. Since the first release ISO 9001 over 30 years ago, by ISO (International Organization for Standardization), more than one million organizations worldwide have adopted the principles and achieved certification to the requirements of ISO 9001, Quality Management System Ir provides organizations with a comprehensive process-focused framework upon which rpanisation's ean build business processes that can lead to the successfil achievement of their objectives. tions that implement an effective business management system create a confidence among their stakeholders in the capability of their processes and the reliability of thet products and or services; while atthe same time, benefiting from improved risk management Th addition, an effective business management system serves to create the basis for continual improvement leading to increased customer satisfaction and ultimately to the success of the organization. ‘The 1SO 9001 certificate is suitable for all sizes of organisation and is well established for organisations around the world as an invaluable quality management system. It is suitable in all industry sectors and helps the organisation to improve management processes 10 compete locally and/or globally. 1SO 10000 Suite: International standards on handling of consumer complaints by Organizations ISO 10000 suites is a set of three standards designed to advise organizations who want theit ‘consumers to be satisfied with their goods and services. ISO 10000 Series regards customer satisfaction is compatible with ISO 9001 and supports the objectives of this standard through the effective and efficient application of a process to develop and implement a code of conduct related to customer satisfaction. and 180) This International Standard series can also be used independently of Iso 9001 9004; rin conlncton with cach odie. Wier uss tater they can bo apart of =yrfisation wm 1s gnework for enhanced customer satsition through codes of conduct dispute resolution. ISO 10004 complements 150 10001, 180 10002 pitied providing guidance on the monitoring and measuring of cusiomer 50 pe information gained can bile the organization to take actions which can hi enhance customer satisfaction stl 0 oes eidance on global Best practi for opaizatons who wan fo me evel of customer satisfaction. These guidance standard shows how a company 3 ao 4 implement a ‘customer satisfaction code of conduct’, te a: provides guidance for design and implementation of an in- company complaint handling process. It aims to address customer complains and other Wy; Even though this is a guidance standard, a number of Indian Companies pee iid aginst this standard me 3: Provides guidance for organizations to plan, design, operate, maintain and 130 10003; ‘jemal dispute resolution system for its customers/consumers. Where complaints <2" eaoved inside the company, this standard helps o set up a company mandated s00 tjapute resolution system. This helps to avoid time consuming adversarial procedures as in sing time ofthe consume siMMARY FOR THIS CHAPTER Quality means conformance to requirements, Standards form the fundamental base for * the development of goods, articles, process, system and services by establishing consistent protocols which can be universally understood and adopted. «The BIS Act, 1986 broadly focused on the harmonious development of the activity of sandardization, marking and quality certification of goods and other related matters. ‘The success, popularity and growth of organisation and the changing marketing environment has necessitated the promulgation of the new Bureau of Indian Standards Act, 2016.The Bureau of Indian Standards (BIS) Act 2016 establishes BIS as the National Standards Body of India. BIS enables the Government to bring under the mandatory certification regime such goods, article, process system or service which it considers necessary from the point of view of public interest; human, animal, or plant health, safety of the environment, prevention of unfair trade practices, and national security, Further to make hallmarking of precious metal articles, mandatory, to provide for recall of products bearing the : Standard Mark, but not conforming to relevant Indien Standards and to strengthen ; penal provisions, enable compounding of offences, and also make certain offences as ; cognizable. * Consumer should buy Hallmarked Jewellery from BIS registered jewellers Check 7 Hallmark, consisting of four marks, on the article with the help of a magnifying glass e of 10 X magnification available in the shop. Need not pay Hallmarking cost more than Rs.35/- +GST per piece for gold jewellery and Rs.25/- +GST per piece for silver Jewellery.