Guideline

What is ISO 10002?

In 30 seconds

ISO 10002 is the standard that gives guidance for planning, designing, operating, maintaining and improving the complaints-handling process within an organisation. It is a guideline, not a requirements standard, and can be used as one of the processes of an overall quality management system.

How does it work?

  • It proposes principles and process steps for receiving, recording, assessing, responding to and closing complaints.
  • It covers analysing and evaluating complaint data and reviewing the effectiveness of the process.
  • It emphasises principles such as accessibility, responsiveness and transparency towards the complainant.

Often confused with

Guideline and requirement

ISO 10002 recommends how to do it well; it is not a requirements standard like ISO 9001.

Common mistakes

  • Treating complaints as customer-service records not linked to the quality process.
  • Equating closure with sending a reply.

From a QWorks perspective

QWorks Complaint supports turning the complaints-handling discipline ISO 10002 describes into day-to-day operation.

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