The new issue of the standard ISO 10002 was published by International Organisation of Standartisation at the end of July 2018.
This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.
This document is intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides guidance specifically for small businesses.
This document addresses the following aspects of complaints handling:
This document does not apply to disputes referred for resolution outside the organization or for employment-related disputes.