6. Glossary
Claimant
Person, organization or its representative making a claim.
Claim
Any expression of dissatisfaction addressed to an organization concerning its product or service, or the claims handling process itself, for which a response or solution is explicitly or implicitly expected.
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ISO 9000:2015 – Quality management systems – Essential principles and vocabulary
ISO 9001:2015 – Quality management systems – Requirements
ISO 10002:2018 – Quality management – Customer satisfaction – Guidelines for handling complaints in organizations
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