ISO 10002

ISO 10002 provides guidance on product-related complaints processes within an organization, including planning, design, operation, maintenance and improvement, for all types of commercial or non-commercial activities, including e-commerce. It is also appropriate to use the described complaint handling process as one of the processes in the overall quality management system. An effective and efficient complaint handling process reflects the needs of both the organization that supplies the product and those who receive it. In addition, the information obtained through the grievance process can lead to product and process improvements and, if properly handled, the organization's reputation can be enhanced regardless of its size, region and industry.
This standard is increasingly valuable in the international market because it gives confidence in consistent complaint handling.

· Provide a complaint handling process to the complainant, which is open and responsive

· Improving the organization's ability to address complaints in a consistent, systematic and responsive manner to complaints and organizations

· Improving the organization's ability to identify trends, eliminate sources of dissatisfaction, and improve the organization's operations

· Encourage organizations to establish a customer-centered approach to resolving complaints and to improve the proficiency of relevant personnel in customer affairs.

· Provides a basis for ongoing review and analysis of complaints processing processes, resolution of complaints, and improvement of processes