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ISO 10002:2014

Withdrawn
Withdrawn

A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.

View Superseded by
withdrawn

A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.

Quality management Customer satisfaction Guidelines for complaints handling in organizations
Available format(s)

Hardcopy , PDF , PDF 3 Users , PDF 5 Users , PDF 9 Users

Withdrawn date

11-28-2018

Language(s)

French, English, Russian, Spanish, Castilian

Published date

07-17-2014

ISO 10002:2014 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.

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. Annex A provides guidance specifically for small businesses.

ISO 10002:2014 addresses the following aspects of complaints handling:

  • enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service;
  • top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
  • recognizing and addressing the needs and expectations of complainants;
  • providing complainants with an open, effective, and easy-to-use complaints process;
  • analysing and evaluating complaints in order to improve the product and customer service quality;
  • auditing of the complaints-handling process;
  • reviewing the effectiveness and efficiency of the complaints-handling process.

DevelopmentNote
DRAFT ISO/FDIS 10002 is also available for this standard. (06/2017)
DocumentType
Standard
Pages
26
PublisherName
International Organization for Standardization
Status
Withdrawn
SupersededBy
Supersedes

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CSA ISO/IEC 20000-2:2013 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS
CSA ISO 9004 : 2009 : R2015 MANAGING FOR THE SUSTAINED SUCCESS OF AN ORGANIZATION - A QUALITY MANAGEMENT APPROACH
PREN 9100 : 200P4 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENCE ORGANIZATIONS
16/30334735 DC : 0 BS EN 15224 - HEALTH CARE SERVICES - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS BASED ON EN ISO 9001:2015
BIS IS/ISO 9000 : 2015 QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY
UNI ISO 10001 : 2008 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR CODES OF CONDUCT FOR ORGANIZATIONS
UNI ISO/TS 22003 : 2014 FOOD SAFETY MANAGEMENT SYSTEMS - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF FOOD SAFETY MANAGEMENT SYSTEMS
PREN 15224 : DRAFT 2016 HEALTH CARE SERVICES - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS BASED ON EN ISO 9001:2015
I.S. EN ISO 14065:2013 GREENHOUSE GASES - REQUIREMENTS FOR GREENHOUSE GAS VALIDATION AND VERIFICATION BODIES FOR USE IN ACCREDITATION OR OTHER FORMS OF RECOGNITION (ISO 14065:2013)
IWA 27:2017 Guiding principles and framework for the sharing economy
IWA 1:2005 Quality management systems Guidelines for process improvements in health service organizations
ISO/IEC 19796-3:2009 Information technology — Learning, education and training — Quality management, assurance and metrics — Part 3: Reference methods and metrics
BS EN ISO/IEC 17011:2017 Conformity assessment. Requirements for accreditation bodies accrediting conformity assessment bodies
BS ISO 26000:2010 Guidance on social responsibility
EN ISO 9004:2018 Quality management - Quality of an organization - Guidance to achieve sustained success (ISO 9004:2018)
ISO 10004:2012 Quality management Customer satisfaction Guidelines for monitoring and measuring
ISO 14452:2012 Network services billing Requirements
I.S. CWA 15554:2006 SPECIFICATIONS FOR A WEB ACCESSIBILITY CONFORMITY ASSESSMENT SCHEME AND A WEB ACCESSIBILITY QUALITY MARK
DIN EN ISO 9000:2015-11 QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY (ISO 9000:2015)
UNE-CEN/TS 16880:2015 Service excellence - Creating outstanding customer experiences through service excellence
ISO 26000:2010 Guidance on social responsibility
ISO 10001:2007 Quality management Customer satisfaction Guidelines for codes of conduct for organizations
UNE-EN ISO/IEC 17011:2017 Conformity assessment - Requirements for accreditation bodies accrediting conformity assessment bodies (ISO/IEC 17011:2017)
ISO 10003:2007 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations
ISO/IEC 17065:2012 Conformity assessment — Requirements for bodies certifying products, processes and services
ISO 19600:2014 Compliance management systems Guidelines
ISO/IEC TS 17021-3:2013 Conformity assessment Requirements for bodies providing audit and certification of management systems Part 3: Competence requirements for auditing and certification of quality management systems
BS EN 14012:2008 Postal services. Quality of service. Complaints handling principles
ISO/IEC 17021:2011 Conformity assessment Requirements for bodies providing audit and certification of management systems
ONORM EN 14012 : 2009 POSTAL SERVICES - QUALITY OF SERVICE - COMPLAINTS HANDLING PRINCIPLES
ISO/IEC 20000-2:2012 Information technology Service management Part 2: Guidance on the application of service management systems
UNE-ISO 18091:2015 Quality management systems -- Guidelines for the application of ISO 9001:2008 in local government
ISO 9001:2015 Quality management systems — Requirements
ISO/IEC 17040:2005 Conformity assessment General requirements for peer assessment of conformity assessment bodies and accreditation bodies
ISO 18295-1:2017 Customer contact centres — Part 1: Requirements for customer contact centres
ISO 14065:2013 Greenhouse gases Requirements for greenhouse gas validation and verification bodies for use in accreditation or other forms of recognition
ISO/IEC 17021-1:2015 Conformity assessment Requirements for bodies providing audit and certification of management systems Part 1: Requirements
EN ISO 18295-2:2017 Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)
EN 16372:2014 Aesthetic surgery services
EN 15733:2009 Services of real estate agents - Requirements for the provision of services of real estate agents
EN ISO 18295-1:2017 Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)
EN 16489-3:2014 Professional indoor UV exposure services - Part 3: Requirements for the provision of services
EN 15838:2009 Customer Contact Centres - Requirements for service provision
EN ISO/IEC 17021:2011 Conformity assessment - Requirements for bodies providing audit and certification of management systems (ISO/IEC 17021:2011)
EN 14012:2008 Postal services - Quality of service - Complaints handling principles
EN 16224:2012+A1:2014 Healthcare provision by chiropractors
CSA ISO 10008 : 2015 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR BUSINESS-TO-CONSUMER ELECTRONIC COMMERCE TRANSACTIONS
12/30209299 DC : 0 BS ISO 10008 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR BUSINESS-TO-CONSUMER ELECTRONIC COMMERCE TRANSACTIONS
13/30275054 DC : 0 BS 7499 - STATIC SITE GUARDING AND MOBILE PATROL SERVICES - CODE OF PRACTICE
ISO/PAS 28003:2006 Security management systems for the supply chain - Requirements for bodies providing audit and certification of supply chain security management systems
18/30358588 DC : 0 BS EN ISO 29001 - PETROLEUM, PETROCHEMICAL AND NATURAL GAS INDUSTRIES - SECTOR-SPECIFIC QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR PRODUCT AND SERVICE SUPPLY ORGANIZATIONS
ISO 10008:2013 Quality management — Customer satisfaction — Guidelines for business-to-consumer electronic commerce transactions
15/30328933 DC : 0 BS EN 9100 - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENSE ORGANIZATIONS
ISO/TS 16949:2009 Quality management systems Particular requirements for the application of ISO 9001:2008 for automotive production and relevant service part organizations
BIP 2211 : 2012 COMPLAINTS MANAGEMENT - TURNING NEGATIVES INTO POSITIVES
CEI UNI ISO/IEC 20000-1 : 2012 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS
BS ISO 10014:2006 Quality management. Guidelines for realizing financial and economic benefits
UNE-ISO 10004:2015 Quality managemen. Customer satisfaction. Guidelines for monitoring and measuring
16/30343033 DC : 0 BS ISO/IEC 17021-3 - CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEMS
12/30239859 DC : 0 ISO 10377 - CONSUMER PRODUCT SAFETY - GUIDELINES FOR SUPPLIERS
DIN EN 15733 E : 2011 SERVICES OF REAL ESTATE AGENTS - REQUIREMENTS FOR THE PROVISION OF SERVICES OF REAL ESTATE AGENTS
DIN EN 15224:2016-04 (Draft) QUALITY MANAGEMENT SYSTEMS - EN ISO 9001:2015 FOR HEALTHCARE
BIP 2222 : 2012 COMPLAINTS MANAGEMENT - TURNING NEGATIVES INTO POSITIVES (INCLUDING BS ISO 10002:2004 AND BS ISO 10003:2007)
UNI CEI ISO/IEC 20000-1 : 2012 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS
DIN EN ISO 18295-1:2016-07 (Draft) CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES (ISO 18295-1:2017)
UNE-CEN/CLC ISO/IEC/TS 17021-3:2016 Conformity assessment - Requirements for bodies providing audit and certification of management systems - Part 3: Competence requirements for auditing and certification of quality management systems (ISO/IEC/TS 17021-3:2013)
BS PD ISO/IEC TS 17021-3 : 2013 CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEMS
ISO/IEC Guide 14:2018 Products and related services — Information for consumers
PD ISO/TS 22003:2013 Food safety management systems — Requirements for bodies providing audit and certification of food safety management systems
DD ISO/PAS 30003:2008 Ships and marine technology. Ship recycling management systems. Requirements for bodies providing audit and certification of ship recycling management
BS ISO 10001:2007 Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations
SAE AS 9100D : 2016 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENSE ORGANIZATIONS
ISO 10018:2012 Quality management Guidelines on people involvement and competence
UNE 179002:2018 Health services. Quality management system for health care transport organization.
I.S. ISO 10019:2005 GUIDELINES FOR THE SELECTION OF QUALITY MANAGEMENT SYSTEM CONSULTANTS AND USE OF THEIR SERVICES
I.S. EN ISO 9004:2009 QUALITY MANAGEMENT - QUALITY OF AN ORGANIZATION - GUIDANCE TO ACHIEVE SUSTAINED SUCCESS (ISO 9004:2018)
UNE-EN ISO 18295-2:2018 Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)
S.R. CEN/CLC/ISO/IEC/TS 17021-3:2016 CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEMS (ISO/IEC/TS 17021-3:2013)
ISO 30003:2009 Ships and marine technology — Ship recycling management systems — Requirements for bodies providing audit and certification of ship recycling management
ISO 9004:2018 Quality management — Quality of an organization — Guidance to achieve sustained success
S.R. ISO/TS 9002:2016 QUALITY MANAGEMENT SYSTEMS - GUIDELINES FOR THE APPLICATION OF ISO 9001:2015
UNI ISO 10004 : 2013 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING
DD ISO/PAS 28003:2006 Security management systems for the supply chain. Requirements for bodies providing audit and certification of supply chain security management systems
DIN EN ISO 9004:2009-12 MANAGING FOR THE SUSTAINED SUCCESS OF AN ORGANIZATION - A QUALITY MANAGEMENT APPROACH
UNE-EN ISO 14065:2015 Greenhouse gases - Requirements for greenhouse gas validation and verification bodies for use in accreditation or other forms of recognition (ISO 14065:2013)
ISO 50007:2017 Energy services Guidelines for the assessment and improvement of the energy service to users
UNI ISO 26000 : 2010 GUIDANCE ON SOCIAL RESPONSIBILITY
UNI EN 16224 : 2014 HEALTHCARE PROVISION BY CHIROPRACTORS
ISO/IEC 17011:2017 Conformity assessment — Requirements for accreditation bodies accrediting conformity assessment bodies
ISO/TS 12812-5:2017 Core banking — Mobile financial services — Part 5: Mobile payments to businesses
BS EN 16844 : 2017 AESTHETIC MEDICINE SERVICES - NON-SURGICAL MEDICAL TREATMENTS
ISO/TS 22003:2013 Food safety management systems Requirements for bodies providing audit and certification of food safety management systems
I.S. EN ISO/IEC 17021:2011 CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS
I.S. EN ISO 15378:2017 PRIMARY PACKAGING MATERIALS FOR MEDICINAL PRODUCTS - PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2015, WITH REFERENCE TO GOOD MANUFACTURING PRACTICE (GMP) (ISO 15378:2017)
DIN EN ISO 9001:2015-11 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS (ISO 9001:2015)
BS EN ISO 9000:2015 Quality management systems. Fundamentals and vocabulary
BS EN ISO 9001:2015 Quality management systems. Requirements
ISO/IEC 20000-1:2011 Information technology Service management Part 1: Service management system requirements
DIN EN 15224:2017-05 QUALITY MANAGEMENT SYSTEMS - EN ISO 9001:2015 FOR HEALTHCARE
CEN ISO/TS 29001:2011 Petroleum, petrochemical and natural gas industries - Sector-specific quality management systems - Requirements for product and service supply organizations (ISO/TS 29001:2010)
CEN/TS 16880:2015 Service excellence - Creating outstanding customer experiences through service excellence
EN ISO/IEC 17065:2012 Conformity assessment - Requirements for bodies certifying products, processes and services (ISO/IEC 17065:2012)
EN ISO 14065:2013 Greenhouse gases - Requirements for greenhouse gas validation and verification bodies for use in accreditation or other forms of recognition (ISO 14065:2013)
DIN EN 15838:2010-02 CUSTOMER CONTACT CENTRES - REQUIREMENTS FOR SERVICE PROVISION

ISO 10001:2007 Quality management Customer satisfaction Guidelines for codes of conduct for organizations
ISO 19011:2011 Guidelines for auditing management systems
ISO 10004:2012 Quality management Customer satisfaction Guidelines for monitoring and measuring
ISO 10003:2007 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations
ISO 9004:2009 Managing for the sustained success of an organization A quality management approach
ISO 9001:2015 Quality management systems — Requirements
ISO/IEC Guide 71:2014 Guide for addressing accessibility in standards
ISO 9000:2015 Quality management systems — Fundamentals and vocabulary

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