Guidance for planning, designing, and operating an effective complaints-handling process — turning dissatisfied customers into an opportunity to improve.
ISO 10002 provides a framework for handling customer complaints — how they're received, assessed, resolved, and used to drive improvement — with an emphasis on fairness, responsiveness, and transparency throughout.
It's often adopted alongside ISO 9001 and ISO 10001 as part of a broader customer-satisfaction approach.
Organizations of any size that want a consistent, fair, and transparent way to handle customer complaints — especially useful in service industries, retail, and regulated sectors.
A clear process moves complaints toward resolution quicker.
Feedback becomes a structured input, not just a cost.
Customers and regulators can see a fair process at work.
Root causes get addressed, not just symptoms.
Fits naturally into a broader quality framework.
Evidence of fair handling if disputes are escalated.
The same straightforward path applies across every standard we certify.
Gap review & scoping
Build your management system
Stage 1 & Stage 2 audit
Certificate issued
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