ISO 10002:2014: Quality management — Customer satisfaction — Guidelines for complaints handling in organizations

ISO 10002:2014 is concerned with dealing with the handling of customers’ complaints related to products within an organization. It includes planning, design, operation, maintenance, and improvement. The process of addressing customers’ complaints is regarded as one of the processes of an overall quality management system. The ISO 10002:2014 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes. It is also intended for use by organizations of all sizes and in all sectors.