ISO 10002:2018 is an international standard that provides detailed guidelines for planning, designing, operating, maintaining, and improving a complaints-handling process within organizations. As part of a quality management system, it aims to enhance customer satisfaction by creating a feedback-driven and customer-focused environment. The current version (Edition 3, 2018) aligns with ISO 9000:2015 and ISO 9001:2015 and was last confirmed in 2023.

Key Aspects of ISO 10002:

• Customer-Focused Approach: Organizations are encouraged to create an open and accessible complaints-handling process that enhances customer trust and satisfaction.
• Comprehensive Guidelines: The standard addresses planning, operation, auditing, and continual improvement of the complaints-handling process.
• Management Commitment: It emphasizes the importance of top management involvement, including allocating adequate resources and ensuring personnel training.
• Accessibility and Responsiveness: Complaints must be addressed through an easy-to-use system that is effective and responsive to customer needs.
• Analysis and Trends: Organizations should analyze complaints to identify trends, eliminate their causes, and improve products, services, and customer service.

Implementation Steps:

1. Policy Development: Establish a policy outlining the organization's commitment to addressing complaints effectively.
2. Procedure Establishment: Develop clear procedures for receiving, processing, resolving, and analyzing complaints.
3. Staff Training: Train employees on complaint-handling techniques and organizational policies.
4. Monitoring and Review: Audit the complaints-handling process regularly and make improvements to enhance its effectiveness.

Benefits of ISO 10002:

• Improved customer loyalty and satisfaction by addressing feedback efficiently.
• Enhanced organizational reputation and competitive advantage through a systematic approach to complaints.
• Better operational performance driven by data from complaints analysis and process reviews.

Compatibility with Other Standards: ISO 10002 complements related standards such as ISO 9001 (quality management systems) and ISO 9004 (sustained success), as well as ISO 10001 (codes of conduct), ISO 10003 (dispute resolution), and ISO 10004 (customer satisfaction monitoring). Together, they form an integrated framework for improving customer satisfaction and resolving issues effectively.

Applicability: ISO 10002 is designed for organizations of all types and sizes, including small businesses (guidance in Annex B). It does not apply to external dispute resolution or employment-related complaints.

For further details, refer to the ISO 10002:2018 page.