ISO 10002:2004
Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
- Standard No.
- ISO 10002:2004
- Release Date
- 2004
- Published By
- International Organization for Standardization (ISO)
- Status
- Replace By
- ISO 10002:2004/Cor 1:2009
- Latest
- ISO 10002:2018
- Scope
- This standard provides guidance for the product-related complaint handling process within an organization, including planning, design, operation, maintenance and improvement. The complaint handling process described in this standard is suitable as one of the processes of the entire quality management system. This standard does not apply to disputes and employment disputes that require resolution outside the organization. This standard is applicable to all industries and organizations of all sizes. Appendix A provides specific guidance for small businesses. This standard focuses on the following aspects of complaint handling: a) Improvement by establishing an open environment with a customer focus, including feedback such as complaints, and resolving all complaints received, and by enhancing the organization's ability to improve its products and customer services. Customer satisfaction; l,) Top management should participate in and fulfill its obligations through adequate allocation and expansion of resources (including personnel training); c) Identify and pay attention to the needs and expectations of complainants; d) Provide open and effective services to complainants and an easy-to-use complaint process; e) analyze and evaluate complaint content in order to improve product and customer service quality; f) review the complaint handling process; g) review the effectiveness and efficiency of the complaint handling process. This standard is not intended to change the rights and obligations stipulated in applicable laws and regulations.
ISO 10002:2004 history
- 2018 ISO 10002:2018 Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
- 2014 ISO 10002:2014 Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
- 2009 ISO 10002:2004/Cor 1:2009 Quality management - Customer satisfaction - Guidelines for complaints handling in organizations; Technical Corrigendum 1
- 2004 ISO 10002:2004 Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
