ISO 10002:2014

ISO 10002:2014

ISO STANDARDS

ISO 10002:2014 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 10002:2014 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 10002:2014 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;
  • analyzing 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.

Benefits of ISO 10002:2014

  • Achievement of operational efficiency to identify trends and causes of complaints
  • Resolving of more complaints by adopting a more customer-focused approach
  • Monitored and continually improving your complaints handling process.
  • Customer satisfaction by creating a customer focused environment that is open to feedback (including complaints), resolving any complaints, and enhancing the organization's ability to improve its product and customer service
  • Recognizing and addressing the needs and expectation of complainants, you have processes in place to handle, analyze and review complaints to improve the product and customer service quality.

Principle of ISO 10002:2014

  • Achievement of operational efficiency to identify trends and causes of complaints
  • Resolution of more complaints by adopting a more customer-focused approach
  • Monitored and continually improving complaints handling process.