While this standard is built on the ISO 9001 Quality management system, it provides guidance for designing and implementing an effective and efficient complaints-handling process for all types of business or non-commercial activities, including those related to electronic commerce. This standard is intended to benefit the organization, its customers, complainants and other interested parties.
The knowledge gained through the handling of complaints can improve products and processes and, when properly handled, can enhance the reputation of complaints, regardless of size, location and industry. The value of this standard is further revealed as it gives confidence that complaints are handled consistently in the world market.
An effective and efficient complaints-handling process reflects the needs of the organizations that provide the products and the buyers of those products.
Note – In the ISO 9000:2005 standard, “product”; services are defined as the “result of a process” covering four general product categories: software, hardware and processed materials. Where the term “product” is used in this standard, it also means “service”.
Handling complaints through a process as described in this standard can increase customer satisfaction. Encouraging customer feedback, including complaints, when customers are not satisfied, can provide opportunities to maintain or increase customer loyalty and approval, and increase local and international competitiveness.
Applying the process described in this standard provides:
Provide the complainant with access to an open and responsible complaints-handling process.
Increase the organization’s ability to resolve complaints in a consistent, systematic and responsible manner to the satisfaction of the complainant and the organization.
Increase the organization’s ability to identify trends, identify and remove the causes of complaints, and
can improve the work of the organization,
Assist the organization in developing a customer-focused approach to resolving complaints and encouraging staff to improve their ability to work with customers.
It can provide the basis for continuous review and analysis of complaints-handling processes, grievance resolution, and process improvements made.
Organizations may wish to use complaints-handling processes in conjunction with management’s customer satisfaction rules and outsourced dispute resolution processes.
Our company is honored to assist in the execution of the necessary guidance and guidance works in the ISO 10002 Customer Satisfaction Quality Management System. After the proposal sent by our company is approved, gap analysis and field work related to your company’s processes are carried out. In addition, legislative and regulation scanning is carried out to review the legal compliance. Customer requests are evaluated. The scope of the organization is determined. In line with this scope, process risk analysis is carried out. The current status of your organization is analyzed. It is presented to the company management as a report. A structure suitable for your organization is planned and established. The conformity of the established structure is checked at certain intervals. The process is reviewed in the risk analysis. The situation is reported to the top management. Necessary corrections are made. After making sure that the system of the organization is installed, the audit process is expected from the Certification firm chosen by your organization.
