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ISO 10002

Customer feedback including complaints is an important input for an organisation to improve its services and products. Handling complaints involves finding out the root causes of the problem. For businesses to succeed, customer feedback is most important. ISO 10002 aims to benefit organisations and complainants through a transparent complaints-handling process that can drive both improvements and savings.
Certification Standard
ISO 10002 provides guidance on the process of complaints handling related to products within an organisation, including planning, design, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes in an overall quality management system.
System Requirements
Guiding principles of the standard are as follows:
  • Complaints handling framework
  • Planning and design
  • Operation of complaints handling process
  • Maintenance and improvement
  • Annexes
Benefits of Certification
The benefits of a well-run ISO 10002 complaints handling system are obvious. They include:
  • Access for the complainant to an open and responsive complaints-handling process that leads to a response that is satisfactory for both the complainant and the organisation
  • Enhanced ability of the organisation to resolve complaints in a consistent, systematic and responsive manner, thereby supporting the objective of achieving customer satisfaction
  • Increased ability of the organisation to identify trends and eliminate causes of complaints, leading to improvement of the organisation’s operations
In addition to the guidance in the body of the standard, the developer of ISO 10002 has taken care to provide added value in the form of numerous practical annexes.
To help evaluate the gap existing between the current practices and the certification requirements, organisations can make use of our Gap Assessment service. Furthermore, our customised In-house Training servicesare useful in ensuring organisations implement their systems with a clear understanding of the requirements.

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Last Update: 2018-01-18   Disclaimer and Copyright
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