ISO 10002:2004 certification

Courtesy: ISO 10002:2004 certification

The ISO 10002 standard ” Quality management – Customer satisfaction – Guidelines for complaints handling in organizations ” in Italian ” Quality management – Customer satisfaction – Guidelines for handling complaints in organizations“, is an international standard that provides guidance for the process of handling complaints related to an organization’s products and services, including planning, design, operation, maintenance and improvement. The complaints handling process can be used as one of the processes of the quality management system. The standard does not apply to the resolution of disputes outside the organization or concerning personnel. It can be used by organizations of any size and in all sectors. It is applicable to public and private individuals of any size, such as large multinationals, government organizations, non-profit organizations, micro and small businesses.

History 

ISO 10002 was developed by ISO / TC 176 / SC 3 Supporting technologies, and was first published in 2004. The current version was published in July 2014.  in Italy it was implemented in May 2015 as UNI ISO 10002.

ISO / TC 176 / Sc 3 was established in the year 1989.

Main requirements of the standard 

ISO 10002 adopts a scheme in 5 chapters in the following subdivision:

• 1 Purpose
• 2 Reference standards
• 3 Terms and definitions
• 4 Guiding principles
• 5 Structure of the handling of complaints
• 6 Planning and design
• 7 How the Complaints Handling Process Works
• 8 Maintenance and improvement