I.S. ISO 10002:2005

1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
  4.1 General
  4.2 Visibility
  4.3 Accessibility
  4.4 Responsiveness
  4.5 Objectivity
  4.6 Charges
  4.7 Confidentiality
  4.8 Customer-focused approach
  4.9 Accountability
  4.10 Continual improvement
5 Complaints-handling framework
  5.1 Commitment
  5.2 Policy
  5.3 Responsibility and authority
6 Planning and design
  6.1 General
  6.2 Objectives
  6.3 Activities
  6.4 Resources
7 Operation of complaints-handling process
  7.1 Communication
  7.2 Receipt of complaint
  7.3 Tracking of complaint
  7.4 Acknowledgement of complaint
  7.5 Initial assessment of complaint
  7.6 Investigation of complaints
  7.7 Response to complaints
  7.8 Communicating the decision
  7.9 Closing the complaint
8 Maintenance and improvement
  8.1 Collection of information
  8.2 Analysis and evaluation of complaints
  8.3 Satisfaction with the complaints-handling process
  8.4 Monitoring of the complaints-handling process
  8.5 Auditing of the complaints-handling process
  8.6 Management review of the complaints-handling
       process
  8.7 Continual improvement
Annex A (informative) Guidance for small businesses
Annex B (informative) Form for complainant
Annex C (informative) Objectivity
Annex D (informative) Complaint follow-up form
Annex E (informative) Responses
Annex F (informative) Escalation flowchart
Annex G (informative) Continual monitoring
Annex H (informative) Audit
Bibliography