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.

 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.

    Achieve operational efficiency to identify trends and causes of complaints

  Resolve more complaints by adopting a more customer-focused approach

  Provides preventing economical and other losses due to quality problems

 Decreases costs

  Engage staff with new customer service training opportunities

Monitor and continually improve your complaints handling process.