Certification of claims and complaints management systems


ISO 10002 sets out guidelines for handling complaints and grievances, using a PDCA cycle. It allows customers to communicate and follow up on their complaints, ensuring consistent responses and satisfactory solutions.

Effectively manage complaints and achieve customer satisfaction

The ISO 10002 standard establishes a series of guidelines that must be observed by an organization that wishes to implement a Complaints and Grievances Management System.

The standard establishes a PDCA cycle in its development and gives indications on the planning, design, operation, maintenance and improvement of the process of handling complaints and claims.

Thanks to the implementation of the ISO 10002 Standard in a company, a user or customer of the same can not only communicate a complaint or claim about its products or services to the company, but also be informed at all times of the status of their complaint. In addition, thanks to the implementation of this Standard, the user or customer knows that their complaint or claim will be analysed and investigated in depth and that finally, in all cases, a coherent response will be given within a set period. Even if you are still not satisfied with the response you have received, you will be told other possible ways to channel your complaint until the response is finally satisfactory.

ISO 10002: Effective Complaint and Grievance Management to Improve Customer Satisfaction

ISO 10002 sets out guidelines for handling complaints and grievances, using a PDCA cycle. It allows customers to communicate and follow up on their complaints, ensuring consistent responses and satisfactory solutions.

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Benefits of implantation:

  • Establish a management system to continuously monitor and improve your complaint management process.

  • Increase the organization's flexibility in dealing with claims. A logical system is achieved that allows the relationship between customer and organization.

  • Develop actions that improve the organization, anticipating possible changes in trends and addressing the possible reasons for complaints.

  • Lay the foundation for continuous improvement through process control systems and analysis in the management of complaints and in the methods to correct them.

  • To provide an effective, simple and decisive mechanism for the management of conflicts with customers.

Related Industries

The international standard ISO 10002 is applicable to organizations of any size, which want to systematize the management of complaints and claims from their customers, thus providing not only good customer service, but also taking advantage of this information for the organization itself.

Integration with other systems

This is a standard that can be perfectly integrated with the management system established by the ISO 9001, since its structure is similar, applying specifically to the process of dealing with complaints and claims. Easy integration with any process management system.

Our experience

AENOR has certified the Complaints and Claims Management System of the first companies and the Complaints Management Areas of different companies are currently continuing to work on the implementation and certification of this Standard.

Documentation

Course: Complaint Management: Process and Attitude

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