BS ISO 10002:2018

This international standard gives guidelines on how a complaints handling process should be put in place. It’s one in a series on customer satisfaction, the others being:

• ISO 10001 Quality management — Customer satisfaction — Guidelines for codes of conduct for 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

Who is this standard for?

Any organization regardless of type, size, sector or the products and services provided. Annex B provides guidance specifically for small businesses.

Why should you use this standard?

It provides guidance on the process of complaints handling as it relates to an organization’s products and services, including their planning, design, development, operation, maintenance and improvement.

The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

Specifically the standard covers the following aspects of complaints handling:

1. Enhancing customer satisfaction by: creating a customer-focused environment that’s open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its products and services, including customer service
2. Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training
3. Recognizing and addressing the needs and expectations of complainants
4. Providing complainants with an open, effective and easy-to-use complaints process
5. Analysing and evaluating complaints in order to improve the quality of products and services, including customer service
6. Auditing the complaints-handling process
7. Reviewing the effectiveness and efficiency of the complaints-handling process

NOTE: This standard doesn’t apply to disputes referred for resolution outside the organization or for employment-related disputes.

What’s changed since the last update?

The standard was revised to align with ISO’s high level structure. It’s now compatible with ISO 9001 and ISO 9004 and supports the objectives of both through the effective and efficient application of a complaints handling process. That said, the standard can also be used independently.