This document gives guidelines for the process of complaint 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.

Benefits

• Efficiency improved when ISO 10002 is integrated with ISO 9001.
• Better relationship.
• Continual improvement.
• Transparent system.
• Customer satisfaction.
• Brand improvement.
• Management focus.