PCT International Search and Preliminary Examination Guidelines
PART VII QUALITY
Chapter 21 Common Quality Framework for International Search and Preliminary Examination
Inter-Authority Communication
21.18 To help identify and disseminate best practice among Authorities and foster continual improvement, each Authority shall provide for effective communication with other Authorities to allow for prompt feedback from them so that potential systemic issues can be evaluated and addressed.
21.19 Each Authority should nominate and make known to other Authorities the name of a quality contact person.
Communication and guidance to users:
21.20 Each Authority shall have in place a system for monitoring and using customer feedback including at least the following elements:
(i) an appropriate system for handling complaints and making corrections, and taking corrective and/or preventative action where appropriate and offering feedback to users.
(ii) a procedure for monitoring user satisfaction and perception and for ensuring their legitimate needs and expectations are met.
(iii) clear, concise and comprehensive guidance and information to users (particularly unrepresented applicants) on the search and examination process which could be included on each Authority’s web site as well as in guidance literature.
The Authority should make its goals in terms of quality publicly available for the users.
Communication with WIPO and designated and elected Offices
21.21 To help improve performance and foster continual improvement, each Authority shall provide for effective communication with the International Bureau and designated and elected Offices to allow for prompt feedback from them so that potential systemic issues can be evaluated and addressed.