ISO 10002:2018 — Complaints Handling
Certification of an organisation's complaints-handling process against ISO 10002:2018 Quality management — Customer satisfaction — Guidelines for complaints handling in organizations. Delivered through a partner body; the certificate comes from the partner body, not from CAS. Outside CAS's EGAC accreditation.
Standard
ISO 10002:2018
Service type
Outsourcing service
Issued under
Via a partner body
What it is
ISO 10002:2018 gives guidelines for the process of handling complaints about an organisation's products and services, from planning and design to operation, maintenance and improvement. It sets out fourteen guiding principles (Clause 4), among them commitment, accessibility, responsiveness, objectivity, confidentiality, accountability and timeliness; a complaints-handling framework covering the context of the organisation, leadership and commitment, policy, and responsibility and authority (Clause 5); planning, design and development (Clause 6); the operation of the process, from receipt, tracking and acknowledgement of a complaint to its investigation, response and closure (Clause 7); and maintenance and improvement, including analysis of complaints, satisfaction with the process, monitoring, auditing and management review (Clause 8). It applies to organisations of any type and size, and does not cover disputes referred for resolution outside the organisation or employment-related disputes. This third edition, published in 2018, replaces ISO 10002:2014.
Who needs it
Organisations of any type and size that receive complaints about their products and services — for example retailers and e-commerce businesses, banks and insurers, utilities and telecommunications providers, healthcare and transport operators, and public-service providers.
Audit process
The audit is carried out and the certificate issued by the partner body, under its own certification rules; CAS coordinates the service and is the organisation's point of contact. ISO 10002 gives guidelines rather than requirements; the audit criteria the partner body applies and the wording of its certificate are its own. The service is outside CAS's EGAC accreditation.
Frequently asked questions
Common questions
Who issues the ISO 10002 certificate?
The partner body through which the service is delivered, not CAS. CAS coordinates the service and is your point of contact. The certificate is not issued under CAS's EGAC accreditation.
ISO 10002 gives guidelines. What is audited?
ISO 10002 recommends rather than requires: it is not a management-system requirements standard. The partner body audits the organisation's complaints-handling process against its own criteria based on the document, and the wording of its certificate is its own.
How does ISO 10002 relate to ISO 10001 and ISO 9001?
ISO 10002 belongs to the ISO 10000 series of customer-satisfaction guidelines: ISO 10001 covers customer satisfaction codes of conduct, ISO 10002 complaints handling inside the organisation, ISO 10003 dispute resolution outside it, and ISO 10004 monitoring and measuring customer satisfaction; Annex A of ISO 10002 explains how they fit together. ISO 9001 certification is a separate service, which CAS issues under its EGAC accreditation.
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