BS ISO 10002:2018 Quality management – Customer satisfaction – Guidelines for complaints handling in organizations

BS ISO 10002:2018

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

Status : Current   Published : July 2018



What is this standard about?

This international standard gives guidelines on how a complaints handling process should be put in place. It’s one in a series on customer satisfaction, the others being:

Who is this standard for?

Any organization regardless of type, size, sector or the products and services provided. Annex B provides guidance specifically for small businesses.

Why should you use this standard?

It provides guidance on the process of complaints handling as it relates to an organization’s products and services, including their 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.

Specifically the standard covers the following aspects of complaints handling:

  1. Enhancing customer satisfaction by: creating a customer-focused environment that’s open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its products and services, including customer service
  2. Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training
  3. Recognizing and addressing the needs and expectations of complainants
  4. Providing complainants with an open, effective and easy-to-use complaints process
  5. Analysing and evaluating complaints in order to improve the quality of products and services, including customer service
  6. Auditing the complaints-handling process
  7. Reviewing the effectiveness and efficiency of the complaints-handling process

NOTE: This standard doesn’t apply to disputes referred for resolution outside the organization or for employment-related disputes.

What’s changed since the last update?

The standard was revised to align with ISO’s high level structure. It’s now compatible with ISO 9001 and ISO 9004 and supports the objectives of both through the effective and efficient application of a complaints handling process. That said, the standard can also be used independently.

Standard NumberBS ISO 10002:2018
TitleQuality management. Customer satisfaction. Guidelines for complaints handling in organizations
Publication Date18 July 2018
Normative References(Required to achieve compliance to this standard)ISO 9000:2015
Informative References(Provided for Information)ISO 10001:2018, ISO 9001:2015, ISO 10004:2018, ISO 10003, ISO 9004, ISO 19011
ReplacesBS ISO 10002:2014
International RelationshipsISO 10002:2018
Draft Superseded By17/30359423DC
DescriptorsManagement, Quality management, Performance, Consumer protection, Policy, Organization and methods, Quality auditing, Personnel, Documents, Consumer-supplier relations, Design, Data acquisition, Production management, Quality assurance systems, Planning
Title in FrenchManagement de la qualité. Satisfaction des clients. Lignes directrices pour le traitement des réclamations dans les organismes
ISBN978 0 580 98258 3
File Size1.113 MB

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