ISO 10002:2014

ISO 10002:2014 provides guidance for the design and implementation of an effective and efficient complaints-handling process for all types of commercial or noncommercial activities, including those related to electronic commerce. It is intended to benefit an organization and its customers, complainants and other interested parties.

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.

ISO 10002:2014

Purpose of ISO 10002

  • 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;
  • 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 provides guidance for the design and implementation of an effective and efficient complaints-handling process for all types of commercial or non-commercial activities, including those related to electronic commerce. It is intended to benefit an organization and its customers, complainants, and other interested parties.

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. In a global marketplace, the value of an International Standard becomes more evident since it provides confidence in the consistent treatment of complaints.

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.

This International Standard is not intended to change any rights or obligations provided by applicable statutory or regulatory requirements.

Relationship with ISO 10001, ISO 10003 and ISO 10004:

This International Standard is compatible with ISO 10001, ISO 10003 and ISO 10004. These four International Standards can be used either independently or in conjunction with each other. When used together, ISO 10001, ISO 10003, ISO 10004 and this International Standard can be part of a broader and integrated framework for enhanced customer satisfaction through codes of conduct, complaints handling, dispute resolution and monitoring and measurement of customer satisfaction.

ISO 10001 contains guidance on codes of conduct for organizations related to customer satisfaction. Such codes of conduct can decrease the probability of problems arising and can eliminate causes of complaints and disputes which can decrease customer satisfaction.

ISO 10003 contains guidance on the resolution of disputes regarding product-related complaints that could not be satisfactorily resolved internally. ISO 10003 can help to minimize customer dissatisfaction stemming from unresolved complaints.

ISO 10004 contains guidance on establishing effective processes for monitoring and measuring customer satisfaction. Its focus is on customers external to the organization.

Benefits of ISO 10002:

  • Customer Confidence:

    By adopting the management system, ability to retain the loyalty of customers is enhanced. Customers feel confident of commitment for the resolution & redressal of any of their query or complaints;

  • Improved Efficiency:

    Implementation and certification ensures a consistent process to handle customers, which enable to identify causes and eliminate the causes of complaints, as well as improve organization's operations;.

  • Better Relationship:

    System helps to adopt a customer-focused approach to handle, analysis and review complaints and encourage personnel to improve their skills & behaviour in working with customers;

  • Continual improvement:

    It provides a basis for continual improvement and analysis of complaints-handling process, redressal of complaints with improvements to be made;

  • Transparent System:

    Provide complainants with an open, effective and easy-to-use complaints process;

  • Auditable System:

    Complaint management system is auditable, thus auditing of the complaints-handling process gives accuracy of the system compliance;

  • Synchronization:

    It is developed as guidance for an organization's complaints handling process. It can be used alone or in conjunction with ISO 9001- Quality Management System of Organization;

  • Management System:

    This is a management system, therefore, all ingredients of management system are inherited in the complaint management system compliant to ISO 10002:2004, reviewing the effectiveness and efficiency of the complaints-handling process;

  • Customer Satisfaction:

    Enhance customer satisfaction by creating a customer focused environment that is open to feedback (including complaints), resolving any complaints, and enhancing the organization's ability to improve its product and customer service;

  • Management Focus:

    Management commitment through adequate acquisition and deployment of resources, including personnel training;

  • Brand Improvement:

    Certified complaint management system demonstrates to customers & other stakeholders that recognizing and addressing the needs and expectation of complainants, you have processes in place to handle, analyze and review complaints to improve the product and customer service quality;

  • Credibility:

    Effective complaint Management system helps to ensure defined responsibilities & procedures to handle & review complaints are in place.