ISO 10002:2014 PDF

Scope: This International Standard 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. This International Standard 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. This International Standard addresses the following aspects of complaints handling: a) 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; b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training; c) recognizing and addressing the needs and expectations of complainants; e) analysing and evaluating complaints in order to improve the product and customer service quality; d) providing complainants with an open, effective, and easy-to-use complaints process; f) auditing of the complaints-handling process; g) reviewing the effectiveness and efficiency of the complaints-handling process.

ISO 10002:2014 Referenced Document

ISO 10001:2007 Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations
ISO 10003:2007 Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations
ISO 10004:2012 Quality management - Customer satisfaction - Guidelines for monitoring and measuring
ISO 19011:2011 Guidelines for auditing management systems
ISO 9000:2005 Quality management systems - Fundamentals and vocabulary
ISO 9001:2008 Quality management systems - Requirements
ISO 9004:2009 Managing for the sustained success of an organization - A quality management approach
ISO/IEC Guide 71:2001 Guidelines for standards developers to address the needs of older persons and persons with disabilities

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