ISO 10002 ( Quality Management )

Quality management - Customer satisfaction - Guidelines for complaints handling in organizations

ISO 10002:2004 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.

You can quickly turn customer complaints into customer satisfaction instead – especially when you view complaints as an opportunity to improve what you do and how you do it.


ISO 10002:2004 addresses the following aspects of complaints handling:

Certifying your ISMS against ISO 27001 can bring the following benefits to your organization:

  • Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service,
  • Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel ISO TRAINING,
  • Recognizing and addressing the needs and expectations of complainants,
  • Providing complainants with an open, effective and easy-to-use complaints process,
  • Analysing and evaluating complaints in order to improve the product and customer service quality,
  • Auditing of the complaints-handling process;
  • Reviewing the effectiveness and efficiency of the complaints-handling process.

ISO 10002:2004 is not intended to change any rights or obligations provided by applicable statutory or regulatory requirements.



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