ISO 10002 is an international standard that provides guidelines for implementing a Quality Management System (QMS) focused on customer satisfaction through effective handling of customer complaints. The full title of the standard is ISO 10002:2018, “Quality management — Customer satisfaction — Guidelines for complaints handling in organizations.”

Key elements and principles of ISO 10002 include:

1. Customer Focus: Similar to ISO 9001, ISO 10002 emphasizes the importance of customer focus. It recognizes that effective complaints handling contributes to customer satisfaction and retention.

2. Responsiveness: Organizations are encouraged to establish a process for handling complaints in a timely and responsive manner. This includes acknowledging complaints, providing prompt resolutions, and keeping customers informed of the progress.

3. Objectivity and Fairness: The standard emphasizes the need for a fair and objective complaint-handling process, ensuring that complainants are treated impartially and without bias.

4. Confidentiality: Organizations are expected to handle complaints with due confidentiality, respecting the privacy of the complainant and any individuals involved.

5. Accountability: ISO 10002 promotes accountability within the organization for the effective handling of complaints. This involves assigning responsibilities, providing training, and monitoring the performance of the complaints-handling process.

6. Continuous Improvement: Similar to ISO 9001, ISO 10002 aligns with the principle of continuous improvement. Organizations are encouraged to analyze complaint data and use it to identify areas for improvement in products, services, and processes.

7. Documentation: The standard recommends maintaining records of complaints, including their resolution and any actions taken. This documentation can be valuable for analysis and improvement efforts.

ISO 10002 is applicable to organizations of all sizes and types, including those in the public and private sectors. Implementing the guidelines of ISO 10002 can help organizations enhance customer satisfaction, improve complaint-handling processes, and foster a customer-centric culture.

While ISO 10002 provides a framework for effective complaints handling, it is often used in conjunction with ISO 9001, with the two standards complementing each other to create a comprehensive quality management system that addresses both customer satisfaction and overall organizational performance.