ISO 10002:2014 pdf download.Quality management — Customer satisfaction — Guidelines for complaints handling in organizations
1 Scope
This International Standard 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. This International Standard 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. This International Standard 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 product and 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 product and customer service quality; f) auditing of the complaints-handling process; g) reviewing the effectiveness and efficiency of the complaints-handling process.
2 Normative references
The following documents, in whole or in part, are normatively referenced in this document and are indispensable for its application. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies.
ISO 9000:2005, Quality management systems — Fundamentals and vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply.
3.1 complainant
person, organization, or its representative, making a complaint
3.2 complaint
expression of dissatisfaction made to an organization, related to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected
5.2 Policy
Top management should establish an explicit customer-focused complaints-handling policy. The policy should be made available to, and known by all personnel. The policy should also be made available to customers and other interested parties. The policy should be supported by procedures and objectives for each function and personnel role included in the process.
When establishing the policy and objectives for the complaints-handling process, the following factors hould be taken into account:
— any relevant statutory and regulatory requirements;
— financial, operational, and organizational requirements;
— the input of customers, personnel, and other interested parties.
The policies related to quality and complaints handling should be aligned.
ISO 10002:2014 pdf download
