Implementing ISO 10002 to

handle customer complaints

Sidney Vianna
October 2006
 Current ISO 9000 Family

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 Upcoming

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 Definition

com·plaint (kəm-plānt') :
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 implicitly expected.

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 ISO 10002 aims at
„ Provide a complainant with access to an open and responsive
complaints-handling process

„ Enhance the ability of the organization to resolve complaints in a

consistent, systematic and responsive manner, to the satisfaction of
the complainant and the organization

„ Enhance the ability of an organization to identify trends and eliminate

causes of complaints, and improve the organization’s operations.

„ Help an organization create a customer-focused approach to resolving

complaints, and encourage personnel to improve their skills in working
with customers

„ Provide a basis for continual review and analysis of the complaints-

handling process, the resolution of complaints and process
improvements made

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 Guiding principles
„ Visibility
„ Accessibility
„ Responsiveness
„ Objectivity
„ Charges
„ Confidentiality
„ Customer-focused approach
„ Accountability
„ Continual improvement

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 Complaints-handling framework
„ Commitment
- Top down

„ Policy
- Don’t forget regulatory issues

„ Responsibility and authority

- Processes
- Procedures

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 Planning and Design
„ Objectives
„ Activities
„ Resources

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 Operation of complaints-handling process
„ Communication
„ Receipt of complaint
„ Acknowledgement
„ Tracking of complaint
„ Initial assessment
„ Investigation
„ Responses
„ Communicating the decision
„ Closing the complaint

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 Maintenance and improvement
„ Collection of information
„ Analysis and evaluation of complaints
„ Monitoring of the complaint handling process
„ Auditing of the complaint-handling process
„ Management review of the complaint-handling process
„ Continual improvement

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 Visibility and accessibility
Information about how and where to complain should be well
publicized and made accessible to customers, personnel and
other interested parties!

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 Responsiveness and objectivity
Complaints should be acknowledged ASAP.
Urgent complaints, for example dealing with health and safety issues
should be processed immediately.
If adequate, communicate with complainant about the resolution progress.
Complaints should be addressed in an equitable, objective and unbiased
manner. For example don’t let a bias exist due to the complainant’s race,
ethnical or religious belief interfere with how the complaint should be
handled.

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 Any complaints?

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