BS ISO 10002:2018 - TC Tracked Changes. Quality management. Customer satisfaction. Guidelines for complaints handling in organizations

BS ISO 10002:2018 - TC

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

Status : Current   Published : January 2020


What is a tracked changes standard?

A tracked changes version of a Standard indicates the changes made, during the standards revision process, between the active standard and its previous version. Additions, deletions, and other formatting and/or content revisions are clearly displayed as underlined and strikethrough texts, ensuring all changes made between the two documents are quickly and easily identified. This version of the standard includes both a copy of the new standard, along with a track changes version.

What is this standard about?

This international standard gives guidelines on how a complaint 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. Analyzing 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 the complaints handling process. That said, the standard can also be used independently.


Standard NumberBS ISO 10002:2018 - TC
TitleTracked Changes. Quality management. Customer satisfaction. Guidelines for complaints handling in organizations
Publication Date31 January 2020
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 19011, ISO 9004
DescriptorsPerformance, Planning, Documents, Consumer-supplier relations, Personnel, Quality management, Design, Consumer protection, Quality auditing, Policy, Management, Data acquisition, Production management, Quality assurance systems, Organization and methods
File Size2.937 MB

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