Purpose and scope
ISO 10002 provides guidance for designing an accessible, transparent and effective complaints-handling process. It addresses receipt, recording, evaluation, investigation and resolution of complaints, together with communication with customers. Analysing feedback helps identify recurring problems and improve products and services. Clear responsibilities, appropriate response arrangements and regular review support a customer-focused culture across organisations in different sectors.
Implementation and assessment
The process begins by defining the organisational scope and reviewing current practices. Responsibilities, policies, risks and measurable objectives are documented. Employees receive appropriate training, implementation records are collected, and internal reviews identify opportunities for improvement. The assessment examines both documentation and operational evidence. Any findings are addressed through corrective actions, and the system is monitored to maintain its effectiveness.
Benefits for your organisation
A systematic approach strengthens accountability, improves consistency and helps the organisation respond to the expectations of customers and other interested parties. The scope, assessment requirements and project schedule depend on the organisation’s activities and readiness.
Contact ISO Star Global
Contact ISO Star Global to discuss your activities, the applicable scope and the documentation needed for your assessment.