Reference number
ISO 10002:2014
ISO 10002:2014
Quality management — Customer satisfaction — Guidelines for complaints handling in organizations
Edition 2
2014-07
Withdrawn
ISO 10002:2014
65712
Withdrawn (Edition 2, 2014)

Abstract

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;
  • 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.

General information

  •  : Withdrawn
     : 2014-07
    : Withdrawal of International Standard [95.99]
  •  : 2
     : 26
  • ISO/TC 176/SC 3
    03.120.10 
  • RSS updates

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