BS ISO 10002:2014 pdf free.Quality management – Customer satisfaction – Guidelines for complaints handling in 1 organizations.
BS 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.
This International Standard 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. Annex A provides guidance specifically for small businesses.
This International Standard addresses the following aspects of complaints handling:
a) enhancingcustomersatisfaction bycreatinga customer-focused environment that isopen to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its product and customer service;
b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
c) recognizing and addressing the needs and expectations of complainants;
d) providing complainants with an open, effective, and easy-to-use complaints process;
e) analysing and evaluating complaints in order to improve the product and customer service quality;
f) auditing of the complaints-handling process;
g) reviewing the effectiveness and efficiency of the complaints-handling process.
2 Normative references
The following documents, in whole or in part, are normatively referenced in this document and are indispensable for its application. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies.
ISO 9000:2005, Quality management systems — Fundamentals and vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply.
3.1 complainant person, organization, or its representative, making a complaint
3.2 complaint expression of dissatisfaction made to an organization, related to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implcitly expected
4 Guiding principles
4.1 General
Adherence to the guiding principles set out in 4.2 to 4.10 is recommended for effective handling of complaints.
4.2 Visibility
Information about how and where to complain should be well publicized to customers, personnel, and other interested parties.
4.3 Accessibility
A complaints-handling process should be easily accessible to all complainants. Information should be made available on the details of making and resolving complaints. The complaints-handling process and supporting information should be easy to understand and use. The information should be in clear language. Information and assistance in making a complaint should be made available (see AnncxE), in whatever languages or formats that the products were offered or provided in, including alternative formats, such as large print, Braille, or audiotape, so that no complainants are disadvantaged.
4.4 Responsiveness
Receipt of each complaint should be acknowledged to the complainant immediately. Complaints should be addressed promptly in accordance with their urgency. For example, significant health and safety issues should be processed immediately. The complainants should be treated courteously and be kept informed of the progress of their complaint through the complaints-handling process.
4.5 Objectivity
Each complaint should be addressed in an equitable, objective, and unbiased manner through the complaints-handling process (see Annex C).
4.6 Charges
Access to the complaints-handling process should be free of charge to the complainant.
4.7 Confidentiality
Personally identifiable information concerning the complainant should be available where needed, hut only for the purposes of addressing the complaint within the organization and should be actively protected from disclosure, unless the customer or complainant expressly consents to its disclosure.
4.8 Customer-focused approach
The organization should adopt a customer-focused approach, should be open to feedback including complaints, and should show commitment to resolving complaints by its actions.
4.9 Accountability
The organization should ensure that accountability for and reporting on the actions and decisions of the organization with respect to complaints handling is clearly established.BS ISO 10002 pdf download.