ISO 10002:2004

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

Scope

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.
ISO 10002:2004 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.
It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.
ISO 10002:2004 addresses the following aspects of complaints handling:
-- 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 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.