ISO 10002:2018

ISO 10002:2018 Quality Management — Customer Satisfaction — Guidelines for Handling Complaints in Organizations
This standard provides guidelines for the process of handling complaints related to products and services within an organization, including planning, design, development, operation, maintenance, and improvement. The described process of complaint resolution is suitable for use as one of the processes within the overall quality management system.
NOTE Throughout this standard, the terms "product" and "service" refer to the outcomes of an organization that are intended for or required by the customer.
This standard is intended for use by any organization, regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides guidelines specifically for small enterprises.
SO 10002:2018 addresses the following aspects of complaint handling:
a) Enhancing Customer Satisfaction: By creating a customer-focused environment that is open to feedback (including complaints), resolving all received complaints, and increasing the organization's ability to improve its products and services, including customer service.
b) Involvement and Commitment of Top Management: Through proper allocation and deployment of resources, including staff training, demonstrating the involvement and commitment of top management.
c) Recognition and Addressing of Complaint Submitters' Needs and Expectations: Identifying and addressing the needs and expectations of complaint submitters.
d) Providing an Open and Efficient Complaint Process: Offering complaint submitters an open, efficient, and user-friendly complaint process.
e) Analysis and Evaluation of Complaints: For the purpose of improving the quality of products and services, including customer support.
f) Review of the Complaint Handling Process: Regularly reviewing the complaint handling process.
g) Assessment of Process Effectiveness and Efficiency: Regularly assessing the effectiveness and efficiency of the complaint handling process.
This standard does not apply to disputes referred for resolution outside the organization or disputes related to employment matters.