ISO 10002:2018

ISO 10002:2018 Quality management. Customer satisfaction. Guidelines for complaints handling in organizations


Standard ISO 10002 provides guidance for the design and implementation of an effective and efficient complaints-handling process for all types of commercial or non-commercial activities, including those related to electronic commerce. This International Standard addresses the following aspects of complaints handling:

  • Improve customer satisfaction
  • Resolve complaints received
  • Top management involvement and commitment
  • Recognizing and addressing the needs and expectations of complainants
  • Analyzing and evaluating complaints to improve the quality of the product / service quality
  • Auditing of the complaints handling process
  • Reviewing the effectiveness and efficiency of the process of handling complaints

Complaints are a very important indicator of customer satisfaction.


Target of the standard: 


The handling of complaints through a process as described in ISO 10002 should enhance customer satisfaction. Encouraging customer feedback (including complaints) should offer opportunities to maintain or enhance customer loyalty and approval, and improve domestic and international competitiveness.



  • Obtain information on new expectations
  • Resolving complaints to the satisfaction of the complainant and the organization
  • Identify trends and therewith eliminate causes of complaints
  • Customer-focused approach to resolving complaints
  • Encourage personnel to improve their skills in working with customers
  • Basis for continual review and analysis of the complaints-handling process


Consultancy Services Road Map:


  • Gap Analyses
  • Designing, Documentation and Implementation (System Development)
  • Internal Auditing
  • Management Review
  • Certification Process Guidance