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ISO 10002:2018



The latest, up-to-date edition.

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

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Hardcopy , PDF , PDF 3 Users , PDF 5 Users , PDF 9 Users


English, French, Spanish, Castilian

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This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer.

This document is intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides guidance specifically for small businesses.

This document addresses the following aspects of complaints handling:

a) 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 products and services, including customer service;

b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

c) recognizing and addressing the needs and expectations of complainants;

d) providing complainants with an open, effective and easy-to-use complaints process;

e) analysing and evaluating complaints in order to improve the quality of products and services, including customer service;

f) auditing of the complaints-handling process;

g) reviewing the effectiveness and efficiency of the complaints-handling process.

This document does not apply to disputes referred for resolution outside the organization or for employment-related disputes.

ISO/TC 176/SC 3
International Organization for Standardization

Standards Relationship
SN ISO 10002:2021 Identical
ÖNORM ISO 10002:2023 10 01 Identical
UNE-ISO 10002:2018 Identical
SAC GB/T 19012:2019 Identical
UNI ISO 10002:2019 Identical
CSA ISO 10002:20 Identical
PN-ISO 10002:2020-07 Identical
DIN ISO 10002:2019-07 Identical
NS-ISO 10002:2018 Identical
NEN ISO 10002:2018 Identical
JIS Q 10002:2019 Identical
BS ISO 10002:2018 Identical

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