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Standard

ISO 10002:2004

Withdrawn

Note: This standard has a new edition: ISO 10002:2018

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Language
Services

Abstract

ISO 10002:2004 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. ISO 10002:2004 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes. It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses. ISO 10002:2004 addresses the following aspects of complaints handling: -- 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 product and customer service; -- top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training; -- recognizing and addressing the needs and expectations of complainants; -- providing complainants with an open, effective and easy-to-use complaints process; -- analysing and evaluating complaints in order to improve the product and customer service quality; -- auditing of the complaints-handling process; -- reviewing the effectiveness and efficiency of the complaints-handling process. ISO 10002:2004 is not intended to change any rights or obligations provided by applicable statutory or regulatory requirements.

Document information

  • Standard from ISO
  • Published:
  • Withdrawn:
  • Expires:
  • Edition: 1
  • Document type: IS
  • Pages
  • Publisher ISO
  • Distributor ISO
  • ICS 03.120.10
  • ISO TC ISO/TC 176/SC 3

Product Relations

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