ISO 10002

ISO 10002 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 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.

Who is it applicable to?

It is also intended for use by organizations of all sizes and in all sectors.

Benefits of ISO 10002

There are a number of benefits to implementing and certifying your customer complaints management system:

Customer retention

By adopting the management system, your ability to retain the loyalty of your customers will be enhanced.

Brand reputation

Implementing and certifying your complaints management system demonstrates to stakeholders that you have a real commitment to managing customer care issues and you have processes in place to handle, analyze and review complaints.

Operational efficiency

Implementation and certification ensures a consistent approach to handling customer queries, enabling you to identify trends and eliminate the causes of complaints, as well as improve your organization's operations.

Improved internal communications and relations

It helps you to adopt a customer-focused approach to resolving complaints and encourage personnel to improve their skills in working with customers.

Flexibility

The standard is compatible with ISO 9001 Quality allowing you to add value and efficiency to your organization.

Continual improvement

It provides a basis for continual review and analysis of your complaints-handling process, the resolution of complaints and where improvements can be made.

How can AEC help you to achieve ISO 10002:2004 Certification?

AEC will assist your organization in ISO awareness training, documentation, implementation, internal auditing and overall process optimization as per ISO 10002:2004 standard. AEC is a result oriented professional training and certification service providers, offering systematic approaches to improve quality and effectiveness of the system and enhance the productivity by offering systematic approaches. Our main objective is to help you and your organization improve profitability, through better utilization of all of your resources