Customer Satisfaction and Complaints Handling (ISO 10002)

ISO 10002 provides guidance for handling complaints within an organisation: it describes the process to follow from receiving a complaint to closing it, the principles (visibility, accessibility, impartiality, no charge), and the record-keeping arrangement. It is a guidance document, not a requirements standard.

• Retail, e-commerce and service organisations in direct contact with consumers
• Organisations wanting to bring order to their call-centre and customer-service processes
• Those wanting to strengthen their implementation of ISO 9001 clause 9.1.2 (customer satisfaction)
• Organisations wanting to turn complaint data into an input for improvement

Not mandatory, and because it is a guidance document, no accredited certification is issued for it. Applying it provides strong evidence for the customer-satisfaction and improvement clauses in an ISO 9001 audit.

• Complaint-handling principles: visibility, accessibility, responsiveness, objectivity, no charge, confidentiality
• The complaint-handling framework: commitment, policy, responsibility and authority
• Planning and design: objectives, activities, resources
• Operating the process: communication, receipt of the complaint, tracking it, acknowledging receipt, initial assessment, investigation, response, communicating the decision, closure
• Maintenance and improvement: data collection, analysis, satisfaction measurement, monitoring, auditing and review

1. 1Gap AnalysisCurrent practices are compared against the guidance's recommendations; gaps are identified.
2. 2ApplicationThe process, roles and records the guidance recommends are implemented, adapted to the organisation's own structure.
3. 3Internal AssessmentThe effectiveness of implementation is measured through internal audit and review.
4. 4Second-Party Assessment (optional)A customer or an independent party can assess the implementation's conformity with the guidance and issue a report. This is not an accredited certificate.

This document is guidance; because no accredited certificate is issued, it also has no validity period. Implementation depends on the organisation's own review schedule.

• Existing policy, procedure and process descriptions
• Relevant records and measurement data
• Definitions of responsibility and authority

There is no fixed list price; the cost is calculated based on the following variables and provided in writing in the quote.

• The scope of the gap analysis
• Whether implementation consultancy is requested
• Whether a second-party assessment is requested

This document is not a requirement but a guide; That's why accredited certification is NOT provided. If anyone submits an accredited document such as "ISO 31000 certificate", this is against the accreditation rules. Implementation of the guidance can be considered as evidence in the audit of the relevant specification standard (e.g. ISO 9001, ISO 45001).

The scope under which this scheme can be offered varies according to your product and activity; it is confirmed in writing at the quote stage.

• ISO 9001Quality Management System
• ISO 10004Customer Satisfaction Monitoring and Measurement
• ISO 10012Measurement Management System
• ISO 13485Medical Device Quality Management
• ISO 15378Pharmaceutical Primary Packaging Quality Management
• ISO 17034Reference Material Producers
• ISO/IEC 17025Testing and Calibration Laboratories
• ISO 21001Educational Organizations Management