Complaints handling
Complaints provide feedback on how a company's products and services are performing in the market place and, as such, are part of a company's quality system. Handling complaints effectively is also recognized as a way of maintaining customer loyalty.
ISO 10002, Customer Satisfaction - Guidelines for complaints handling sets out an effective complaints handling process that would provide a fair result in the marketplace as well as give industry the capacity to recognize and address systematic consumer problems. The standard provides the essential elements for handling complaints within an organization - from initial receipt to the final assessment of complainant satisfaction - including those related to electronic commerce.
ISO 10002 is designed to encourage harmonization of the divergent complaints handling processes practised in different countries and by different businesses worldwide. A common and internationally accepted ISO International Standard will provide a uniform set of guidelines to ensure consistent treatment of complaints, irrespective of where the transaction takes place.
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