ISO 10002

Abstract

This International Standard provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.<br>This International Standard is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.<br>It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.<br>This International Standard addresses the following aspects of complaints handling:<br>a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization&apos;s ability to improve its product and customer service;<br>b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;<br>c) recognizing and addressing the needs and expectations of complainants;<br>d) providing complainants with an open, effective and easy-to-use complaints process;<br>e) analysing and evaluating complaints in order to improve the product and customer service quality;<br>f) auditing of the complaints-handling process;<br>g) reviewing the effectiveness and efficiency of the complaints-handling process.<br>This International Standard is not intended to change any rights or obligations provided by applicable statutory or regulatory requirements.