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Iso 10002 Consultants

Customer Satisfaction –Guidelines for Complaint Handling


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.  Standard also provides guidance specifically for small businesses. This International Standard addresses the following aspects of complaints handling:


  • Enhancing customer satisfaction by creating a customer-focused environment that isopen 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.
  • Analyzing 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.This International Standard is not intended to change any rights or obligations provided by applicable statutory or regulatory requirements


The information obtained through the complaints-handling process can lead to improvements in products and processes and, where the complaints are properly handled, can improve the reputation of the organization, regardless of size, location and sector.  An effective and efficient complaints-handling process reflects the needs of both the organizations supplying products and those who are the recipients of those products.


Implementation of the process described in this International Standard can


  • Provide a complainant with access to an open and responsive complaints-handling process
  • Enhance the ability of the organization to resolve complaints in a consistent, systematic and responsive manner, to the satisfaction of the complainant and the organization.
  • Enhance the ability of an organization to identify trends and eliminate causes of complaints, and improve the organization's operations.
  • Help an organization create a customer-focused approach to resolving complaints, andencourage personnel to improve their skills in working with customers, and provide a basis for continual review and analysis of the complaints-handling process, the resolution of complaints, and process improvements made Organizations may wish to use the complaints
  • Handling process in conjunction with customer satisfaction codes of conduct and external dispute resolution processes
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