ISO 10002:2018 Certification
ISO 10002:2018 provides guidance for establishing and maintaining an effective complaints-handling process within an organization. The standard is applicable to organizations of all types, sizes, and sectors, and focuses on enhancing customer satisfaction through structured handling of complaints.
It supports organizations in managing customer feedback in a consistent and systematic manner, enabling monitoring, evaluation, and continual improvement of the complaints-handling process.
Key Aspects of ISO 10002:2018
- Structured approach to complaints handling
- Monitoring and measurement of customer feedback
- Identification of trends and recurring issues
- Improvement of customer satisfaction processes
- Support for continual improvement of the management system
ISO 10002 Family of Standards
ISO 10001 - Quality Management - Customer Satisfaction - Guidelines for Codes of Conduct for Organizations
ISO 10002 - Quality Management - Customer Satisfaction - Guidelines for Complaints Handling in Organizations
ISO 10003 - Quality Management - Customer Satisfaction - Guidelines for Dispute Resolution External to Organizations
ISO 10004 - Quality Management - Customer Satisfaction - Guidelines for Monitoring and Measuring
ISO 10005 - Quality Management Systems - Guidelines for Quality Plans
ISO 10006 - Quality Management Systems - Guidelines for Quality Management in Projects
ISO 10007 - Quality Management Systems - Guidelines for Configuration Management
ISO 10008 - Quality Management - Customer Satisfaction - Guidelines for Business-to-Consumer Electronic Commerce Transactions
ISO 10012 - Measurement Management Systems - Requirements for Measurement Processes and Measuring Equipment
ISO/TR 10013 - Guidelines for Quality Management System Documentation
ISO 10014 - Quality Management - Guidelines for Realizing Financial and Economic Benefits
ISO 10015 - Quality Management - Guidelines for Competence Management and People Development
ISO/TR 10017 - Guidance on Statistical Techniques for ISO 9001
ISO 10018 - Quality Management - Guidelines on People Involvement and Competence
Structure of ISO 10002:2018
The standard consists of key clauses and supporting annexes that define the framework for complaints handling:
Clauses
1. Scope
2. Normative References
3. Terms and Definitions
4. Guiding Principles
5. Complaints Handling Framework
6. Planning and Design
7. Operation of the Complaints Handling Process
8. Maintenance and Improvement
Annexes
Annex A - Relationship with ISO 10001 and ISO 10004
Annex B - Guidance for Small Organizations
Annex C - Complaint Form Example
Annex D - Objectivity
Annex E - Complaints Handling Flowchart
Annex F - Follow-up Form
Annex G - Responses
Annex H - Escalation Flowchart
Annex I - Monitoring
Annex J - Audit Guidance
ISO Certification Process
The certification process is conducted in accordance with applicable standards and established audit principles, ensuring impartiality, consistency, and transparency.
Step 1 - Inquiry and Application Submission
The process is initiated upon receipt of an inquiry and a completed application form, providing details of the organization activities, scope, and relevant information.
Step 2 - Application Review and Confirmation
The application is reviewed to determine the scope of certification, audit requirements, and necessary arrangements for the certification process.
Step 3 - Stage 1 Audit Planning
An audit plan for Stage 1 is prepared and communicated, defining the scope, objectives, and schedule of the audit.
Step 4 - Stage 1 Audit Conduct
A Stage 1 audit is conducted to evaluate management system documentation, assess site-specific conditions, and determine readiness for Stage 2.
Step 5 - Stage 2 Audit Planning
Following Stage 1, a detailed audit plan for Stage 2 is established for the evaluation of system implementation and effectiveness.
Step 6 - Stage 2 Audit Conduct
A Stage 2 audit is conducted to assess conformity of the management system with the applicable standard requirements.
Step 7 - Certification Decision and Issue of Certificate
An independent review of audit findings is carried out prior to the certification decision. Upon a positive certification decision, the certificate is issued.