Reference number
ISO 10002:2004
© ISO 2024
ISO 10002:2004
Quality management — Customer satisfaction — Guidelines for complaints handling in organizations
Edition 1
2004-07
Withdrawn
Withdrawn (Edition 1, 2004)

Abstract

ISO 10002:2004 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

ISO 10002:2004 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.

It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.

ISO 10002:2004 addresses the following aspects of complaints handling:

-- enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service;

-- top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

-- recognizing and addressing the needs and expectations of complainants;

-- providing complainants with an open, effective and easy-to-use complaints process;

-- analysing and evaluating complaints in order to improve the product and customer service quality;

-- auditing of the complaints-handling process;

-- reviewing the effectiveness and efficiency of the complaints-handling process.

ISO 10002:2004 is not intended to change any rights or obligations provided by applicable statutory or regulatory requirements.

General information

  • Status
     : Withdrawn
    Publication date
     : 2004-07
    Stage
    : Withdrawal of International Standard [95.99]
  • Edition
     : 1
    Number of pages
     : 23
  • Technical Committee :
    ISO/TC 176/SC 3
    ICS :
    03.120.10 
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