ISO 10002:2004

ISO 10002:2004 Complaints Management System 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 is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they're in the private, public or voluntary sectors.

"A complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected."  Definition from ISO 10002:2004

Key Elements of ISO 10002 certification

- 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

Benefits of ISO 10002 

- Customer retention
- Brand reputation
- Operational efficiency
- Improved internal communications and relations
- Flexibility
- Continual improvement
- 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.

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Amar D R Singhani Managing Director Temasme Vesselex India Pvt. Ltd.Vital gave us the perfect guidance for our ISO 9001 Certification process, Mr. Rakesh Dwivedi was very helpful to our entire team and he gave us the proper suggestions and solutions for our problems relating to ISO and because of their systematic approach we were able to achieve our certification on time."

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