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ISO10002Second edition2014-07-15Quality management — Customersatisfaction — Guidelines forcomplaints handling in organizationsManagement de la qualité — Satisfaction des clients — Lignesdirectrices pour le traitement des réclamations dans les organismesReference numberISO 10002:2014(E) ISO 2014Copyrighted material licensed to Isatis Group http://st2014.ir. This copy downloaded on 2014-10-28 06:36:56 -0500INTERNATIONALSTANDARD
Copyrighted material licensed to Isatis Group http://st2014.ir. This copy downloaded on 2014-10-28 06:36:56 -0500ISO 10002:2014(E) COPYRIGHT PROTECTED DOCUMENT ISO 2014All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any formor by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without priorwritten permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country ofthe requester.ISO copyright officeCase postale 56 CH-1211 Geneva 20Tel. 41 22 749 01 11Fax 41 22 749 09 47E-mail copyright@iso.orgWeb www.iso.orgPublished in Switzerlandii ISO 2014 – All rights reserved
Contents PageForeword.vIntroduction. vi12345678Scope. 1Normative references. 1Terms and definitions. 1Guiding principles. 24.1General. 2Visibility. 24.24.3Accessibility. 24.4Responsiveness. 34.5Objectivity. 34.6Charges. 3Confidentiality. 34.74.8Customer-focused approach. 34.9Accountability. 34.10 Continual improvement. 3Complaints-handling framework. 35.1Commitment. 35.2Policy. 4Responsibility and authority. 45.3Planning and design. 56.1General. 56.2Objectives. 5Activities. 56.36.4Resources. 6Operation of complaints-handling process. 6Communication. 67.17.2Receipt of complaints. 6Tracking of complaints. 67.37.4Acknowledgement of complaints. 77.5Initial assessment of complaints. 77.6Investigation of complaints. 77.7Response to complaints. 7Communicating the decision. 77.87.9Closing complaints. 7Maintenance and improvement. 78.1Collection of information. 78.2Analysis and evaluation of complaints. 88.3Satisfaction with the complaints-handling process. 88.4Monitoring of the complaints-handling process. 88.5Auditing of the complaints-handling process. 88.6Management review of the complaints-handling process. 88.7Continual improvement. 9Annex A (informative) Guidance for small businesses.10Annex B (informative) Form for complainant.11Annex C (informative) Objectivity.13Annex D (informative) Complaint follow-up form.15Annex E (informative) Responses.19 ISO 2014 – All rights reserved iiiCopyrighted material licensed to Isatis Group http://st2014.ir. This copy downloaded on 2014-10-28 06:36:56 -0500ISO 10002:2014(E)
Annex F (informative) Escalation flowchart.20Annex G (informative) Continual monitoring.22Annex H (informative) Audit.25Bibliography. 26iv ISO 2014 – All rights reservedCopyrighted material licensed to Isatis Group http://st2014.ir. This copy downloaded on 2014-10-28 06:36:56 -0500ISO 10002:2014(E)
ForewordISO (the International Organization for Standardization) is a worldwide federation of national standardsbodies (ISO member bodies). The work of preparing International Standards is normally carried outthrough ISO technical committees. Each member body interested in a subject for which a technicalcommittee has been established has the right to be represented on that committee. Internationalorganizations, governmental and non-governmental, in liaison with ISO, also take part in the work.ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters ofelectrotechnical standardization.The procedures used to develop this document and those intended for its further maintenance aredescribed in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for thedifferent types of ISO documents should be noted. This document was drafted in accordance with theeditorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).Attention is drawn to the possibility that some of the elements of this document may be the subject ofpatent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details ofany patent rights identified during the development of the document will be in the Introduction and/oron the ISO list of patent declarations received (see www.iso.org/patents).Any trade name used in this document is information given for the convenience of users and does notconstitute an endorsement.For an explanation on the meaning of ISO specific terms and expressions related to conformityassessment, as well as information about ISO’s adherence to the WTO principles in the Technical Barriersto Trade (TBT) see the following URL: Foreword - Supplementary informationThe committee responsible for this document is ISO/TC 176, Quality management and quality assurance,Subcommittee SC 3, Supporting technologies.This second edition cancels and replaces the first edition (ISO 10002:2004), of which it constitutes aminor revision. It also incorporates the Technical Corrigendum ISO 10002:2004/Cor.1:2009. ISO 2014 – All rights reserved vCopyrighted material licensed to Isatis Group http://st2014.ir. Thi
ISO 9000:2005, Quality management systems — Fundamentals and vocabulary 3 Terms and definitions For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply. 3.1 complainant person, organization, or its representative, making a complaint 3.2 complaint expression of dissatisfaction made to an organization, related to its products, or the
