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BS ISO 10002:2018

BS ISO 10002:2018

$167.15

Quality management. Customer satisfaction. Guidelines for complaints handling in organizations

Published By Publication Date Number of Pages
BSI 2018 42
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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.

NOTE

Throughout this document, the terms “product” and “service” refer to the outputs of an organization that are intended for, or required by, a customer.

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:

  1. 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 products and services, including customer service;

  2. top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

  3. recognizing and addressing the needs and expectations of complainants;

  4. providing complainants with an open, effective and easy-to-use complaints process;

  5. analysing and evaluating complaints in order to improve the quality of products and services, including customer service;

  6. auditing of the complaints-handling process;

  7. reviewing the effectiveness and efficiency of the complaints-handling process.

This document does not apply to disputes referred for resolution outside the organization or for employment-related disputes.

PDF Catalog

PDF Pages PDF Title
2 National foreword
7 Foreword
8 Introduction
11 1 Scope
2 Normative references
3 Terms and definitions
13 4 Guiding principles
4.1 General
4.2 Commitment
4.3 Capacity
4.4 Transparency
4.5 Accessibility
14 4.6 Responsiveness
4.7 Objectivity
4.8 Charges
4.9 Information integrity
4.10 Confidentiality
4.11 Customer-focused approach
4.12 Accountability
4.13 Improvement
4.14 Competence
4.15 Timeliness
15 5 Complaints-handling framework
5.1 Context of the organization
5.2 Leadership and commitment
5.3 Policy
5.4 Responsibility and authority
17 6 Planning, design and development
6.1 General
6.2 Objectives
6.3 Activities
18 6.4 Resources
7 Operation of complaints-handling process
7.1 Communication
7.2 Receipt of complaints
19 7.3 Tracking of complaints
7.4 Acknowledgement of complaints
7.5 Initial assessment of complaints
7.6 Investigation of complaints
7.7 Response to complaints
7.8 Communicating the decision
7.9 Closing complaints
8 Maintenance and improvement
8.1 Collection of information
20 8.2 Analysis and evaluation of complaints
8.3 Evaluation of the satisfaction with the complaints-handling process
8.4 Monitoring of the complaints-handling process
8.5 Auditing of the complaints-handling process
21 8.6 Management review of the complaints-handling process
8.7 Continual improvement
23 Annex A (informative) Interrelationship of ISO 10001, this document, ISO 10003 and ISO 10004
25 Annex B (informative) Guidance for small business
26 Annex C (informative) Form for complainant
27 Annex D (informative) Objectivity
29 Annex E (informative) Complaints-handling flowchart
30 Annex F (informative) Complaint follow-up form
34 Annex G (informative) Responses
35 Annex H (informative) Escalation flowchart
37 Annex I (informative) Continual monitoring
40 Annex J (informative) Audit
41 Bibliography

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BS ISO 10002:2018
$167.15