Guiding Principles of the ISO 10002 Standard
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ISO 10002 Customer Complaint Management
Guiding principles of the ISO 10002 standard
The guiding principles of ISO 10002 begin with a clear management commitment to customer complaint-handling. The principles and their explanation follow below.
The management principles of ISO 10002 are:
- Framework for customer complaint management
- Coordination and design
- Operating the customer complaint-management process
- Maintaining continuity and driving improvement
Detailed general principles
Information on how and where complaints can be raised must be communicated clearly to customers, staff, and any other relevant parties.
The complaint-handling procedure must be easily accessible for every complaint type. Information on how to submit a complaint and how it will be resolved must be provided. The complaint-handling process and the related support information should be simple to understand and simple to use. The information should be written in plain language. Guidance and assistance for submitting a complaint must not place the complainant at a disadvantage, and should be available in possible formats, such as large print, Braille (the raised-character alphabet and print system used by readers who read with their fingers), or audio, and in the language or format in which the product itself is offered.
The complainant must be informed promptly that the complaint has been received. Complaints should be answered quickly in line with their urgency. For example, significant safety and health issues must be handled on an urgent basis. Complainants must be treated with courtesy, and they should be kept informed about progress through the handling procedure.
Each complaint must be handled fairly, objectively, and impartially during the evaluation process.
The evaluation process itself must be at no charge to the complainant.
Personal data about the complainant should be obtained only for the purpose of handling the complaint within the organisation, and must not be disclosed unless the customer or complainant gives clear consent.
The organisation must be open to feedback, including complaints that point to customer-focused adjustments the firm needs to make, and must demonstrate its commitment to resolving issues through the actions it takes.
The organisation must explain and report on its actions and decisions related to complaint-handling in a transparent way, making clear how complaints are processed.
Continual improvement of the complaint-handling process and of product quality must be a permanent objective of the organisation.
