CSA ISO 10008:15 (R2024)

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CSA Preface This is the first edition of CAN/CSA-ISO 10008, Quality management - Customer satisfaction - Guidelines for business-to-consumer electronic commerce transactions (B2C ECT) , which is an adoption without modification of the identically titled ISO (International Organization for Standardization) Standard 10008 (first edition, 2013-06-01). For brevity, this Standard will be referred to as “CAN/CSA-ISO 10008” throughout. This international standard was developed by ISO, a non-governmental standards body, with the intention of providing operational-level guidance to organizations concerning how to develop and implement a B2C ECT approach. It is not a law, and it is not legal guidance. As noted in the standard,* organizations should comply with all applicable statutory and regulatory requirements. Users of this standard should consult with appropriate governmental authorities in their jurisdiction concerning the specific legal requirements that apply to them. Users of this standard are also strongly encouraged to familiarize themselves with the specific needs and characteristics of the sector they are in, and take into account those specific needs and characteristics in the development and implementation of their B2C ECT approach. * See Clauses 1, 4.6, 4.13, 4.14, 5.1, 5.4.3, 6.1.2, Annex B, Annex D. This Standard was reviewed for Canadian adoption by the CSA Technical Committee on Quality Management, under the jurisdiction of the CSA Strategic Steering Committee on Business Management, and has been formally approved by the Technical Committee. This Standard has been developed in compliance with Standards Council of Canada requirements for National Standards of Canada. It has been published as a National Standard of Canada by CSA Group. Scope This International Standard provides guidance for planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization. It is applicable to any organization engaged in, or planning to be engaged in, a business-to-consumer electronic commerce transaction, regardless of size, type and activity. This International Standard is not intended to form part of a consumer contract or to change any rights or obligations provided by applicable statutory and regulatory requirements. This International Standard aims to enable organizations to set up a fair, effective, efficient, transparent and secure B2C ECT system, in order to enhance consumers' confidence in B2C ECTs and increase the satisfaction of consumers. It is aimed at B2C ECTs concerning consumers as a sub-set of customers. The guidance given in this International Standard can complement an organization's quality management system.