MS ISO 10002:2018 Quality management – Customer satisfaction – Guidelines for complaints handling in organizations

Scope:

This document gives guidelines for the process of complaints 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.

NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization that are intended for, or required by, a customer.

This document is intended for use by any organization regardless of its type or size, or the products
and services it provides. It is also intended for use by organizations in all sectors. Annex B provides
guidance specifically for small businesses.