ISO 10002:2018 Quality Management - Customer Satisfaction - Guidelines For Complaints Handling In Organizations standard is published.

The 2018 version of the ISO 10002 standard, which is organized in 8 articles, has been published by making it easier to integrate with ISO 9001:2015, ISO 14001:2015, ISO 45001:2018 etc standards.

The new standard addresses the following issues for the consideration of the complaint:

a) 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;

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

c) recognizing and addressing the needs and expectations of complainants;

d) providing complainants with an open, effective and easy-to-use complaints process;

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

f) auditing of the complaints-handling process;

g) reviewing the effectiveness and efficiency of the complaints-handling process.