Standard Swedish standard · SS-ISO 10002:2015

Quality management - Customer satisfaction - Guidelines for complaints handling in organizations (ISO 10002:2014, IDT)

Status: Withdrawn

· Replaced by: SS-ISO 10002:2019
ISO 10002:2014 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 10002:2014 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.
It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.
ISO 10002:2014 addresses the following aspects of complaints handling:

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.


Quality management and quality assurance (03.120.10) Quality management systems (04.080) Quality techniques (06.020)

Product information

Language: English

Written by: SIS - Ledningssystem

International title:

Article no: STD-105143

Edition: 2

Approved: 1/16/2015

No of pages: 44

Replaces: SS-ISO 10002:2004/Cor1:2009 , SS-ISO 10002:2004

Replaced by: SS-ISO 10002:2019