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Customer Complaints Management Systems (ISO 10002)



ISO 10002 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 is intended for use by organizations of all sizes and in all sectors, however, this standard is not applicable to disputes referred for resolution outside the organization or for employment-related disputes. It is also not intended to change any rights or obligations provided by applicable statutory or regulatory requirements. Its major framework is to provide guidance for the design and implementation of an effective and efficient complaints-handling process for organizations. ISO 10002 is one of the most updated and systematic international customer service management systems at the moment.


Customer dissatisfaction can damage a business. So, smart management will find ways to differentiate themselves from competitors, define customer service standards, and deliver an effective complaint handing system for their customers. Complaint management is challenging, as there is not always a concrete solution to the problem. Success depends on how well you understand the complaint, how it is handled and if the customer is happy with the solution offered.



  • Retain the loyalty of customers

  • Managing customer care issues

  • Identify trends and eliminate the causes of complaints

  • Improve organization’s operations

  • Add value and efficiency to the organization

  • Continual improvement

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