ISO 10002

ISO 10002 – A guideline for successful complaint management

Complaint management

Justified or not – customer complaints are an unwelcome aspect of business for any organization in the manufacturing or service industry. By implementing a suitable process for handling complaints, however, you can turn a complainant into a satisfied customer. Guideline ISO 10002 provides your organization with guidance on how best to design this process – and we can offer you the corresponding audit and a Confirmation of Conformity, subject to maturity level. The aim of the Guideline is a complaint management system with beneficial effects for both parties: your products and services improve in quality through feedback, and your company image improves because you pay attention to your customers.

Give your customers a voice

Effective complaint management is characterized by being open to questions, complaints, and requests – so encourage your customers in as many different ways as possible to give you their feedback! Constructive feedback improves your organization’s ability to approach the elimination of errors in a systematic and solution-oriented way – the way of continuous improvement. At the same time, your employees realize that comprehensive customer service is the basis of sustainable business success.

In advance of any complaints, Guideline ISO 10001 offers a useful code of conduct. It elaborates at length how to implement and maintain an effective complaint management process. Find out what you can do when there is no immediate resolution. For legal conflicts, refer to ISO 10003; ISO/TS 10004 governs the monitoring and measuring of customer satisfaction.

ISO 10002: How it works

Subject to the specific conditions of your organization, you have the choice of two kinds of audits: we can either audit your complaint process as part of your quality management system according to ISO 9001, or individually in the way of a process audit. In both cases, Guideline ISO 10002 provides the framework. The central issues of this are the compliance of processes with your corporate policy, the suitability and degree of application of procedures, and options for continuous improvement.