ISO 10002 – Certification of the complaints handling management system

What is ISO 10002?

ISO 10002 provides guidelines for the process of complaints handling related to products and services within an organization. It is intended for use by any organization regardless of its type or size, or the products and services it provides and is also intended for use by organizations in all sectors.

Once certified, organisations can proudly promote themselves as certificate holders in any of their promotional materials and can include the URS certification logo free of charge.

Who requires ISO 10002?

Any organisation with a focus on customer satisfaction and complaints handling can benefit from being certified for ISO 10002. Any organisation, regardless of the organisation size and sector, will find a range of benefits from implementing a structured complaints handling process.

How can ISO 10002 benefit your business?

Becoming certified for ISO 10002 can bring a wide range of benefits to your organisation, including:

 

• Enhanced customer satisfaction


• Increased customer loyalty


• Competitive advantage


• Improved reputation

How can you prepare for ISO 10002?

Although the thought of starting the certification process may seem daunting, there are a variety of steps you can take to make the process to becoming certified far more streamlined:

• Familiarise yourself with the ISO 10002 standard


• Conduct a gap analysis to identify areas for improvement


• Gather customer feedback on your current complaint handling process


• Provide staff training to ensure the competency of all employees meets the standard requirements


• Analyse recent complaints to highlight trends and identify areas for improvement

What are the key requirements ISO 10002?

When working towards becoming certified for ISO 10002, there are various areas that will be a focus during the audit. These areas include:

 

• Complaint collection processes


• Complaint investigation


• Analysis and reporting


• Customer feedback loop

What clauses make up the structure of ISO 10002?

Clause 1-3 – Introductory Clauses:

The first three clauses in ISO 10002 serve as an introduction to the standard and outline the scope, normative references and the terms and definitions. These sections also include a brief exploration of the standard’s history, approach and compatibility with other standards.

The seven remaining clauses cover the guidelines related to complaints handling and address customer satisfaction, the needs and expectations of complainants, and the methods of reviewing and maintaining the implemented complaints process.

Clause 4 – Guiding principles

Clause 4 outlines a series of recommended principles that should be followed to ensure effective and efficient complaints handling. These principles include; commitments, accessibility, and responsiveness.

Clause 5 – Complaints-handling framework

Clause 5 includes elements that can be used to build a framework of a complaints-handling process. Drawing attention to the role of leadership, implemented policies, and the responsibilities of staff.

Clause 6 – Planning, design and development

Following on from the creating the framework, Clause 6 presents guidance on the planning, design and development of the complaints-handling process. Whilst also drawing attention to the resources and activities that are involved in the design and development phase.

Clause 7 – Operation of complaints-handling process

Clause 7 collates guidance for all areas relating to the operation of complaints-handling processes; from the receipt and acknowledgement of the complaint to the investigation, response and closure.

Clause 8 – Maintenance and improvement

In the final section of the standard, clause 8 addresses the methods of maintaining and improving the complaints-handling process. These methods include the collection of information, analysis of complaints and the monitoring and auditing of the complaints-handling process.

How long will your ISO 10002 certificate be valid for?

Your ISO 10002 certificate will be valid for at least three years; dependent on the type of site that is being certified.  

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