ISO 10002:2014

Quality management — Customer satisfaction — Guidelines for complaints handling in organizations

Publication date:   Jul 17, 2014

95.99 Withdrawal of Standard   Jul 16, 2018

General information

95.99 Withdrawal of Standard   Jul 16, 2018

ISO

ISO/TC 176/SC 3 Supporting technologies

International Standard

03.120.10   Quality management and quality assurance

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Scope

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.

Life cycle

PREVIOUSLY

WITHDRAWN
ISO 10002:2004

WITHDRAWN
ISO 10002:2004/Cor 1:2009

NOW

WITHDRAWN
ISO 10002:2014
95.99 Withdrawal of Standard
Jul 16, 2018

REVISED BY

PUBLISHED
ISO 10002:2018