Description
The ISO 10002 Documentation toolkit includes all the documents required to implement and establish a customer complaint handling management system as follows:
- Customer complaint handling policy
- Complaint handling manual
- Procedures
- Customer complaint handling process
- Indicators of customer complaint handling process
- Internal audit checklist
| ISO 10002 Documentation toolkit
ISO 10002 documentation format The purpose of implementing a Complaint Handling System List of ISO 10002 documentation toolkit |
ISO 10002 documentation format
This package is prepared in Word format, which can be readily edited. The documents in this package have a specific name, a unique code, and a revision number, which facilitates the tracking of documents to the complaint management system, as well as standard clauses. The documents have been meticulously prepared by our experts in accordance with the requirements of ISO 10002:2018, covering all standard clauses.
What is ISO 10002?
ISO 10002 is an international standard for handling customer complaints and provides requirements for organizations to establish, maintain, and improve a customer complaint management system. The ISO 10002 standard requires organizations to establish and maintain a consistent mechanism for handling complaints and responding to customers.
ISO 10002, as an auxiliary standard for the Quality Management System – Customer Satisfaction is established integrally with the ISO 9001 standard and provides guidelines for handling customer complaints.
The ISO 10002 Documentation toolkit includes all the documents required to implement and establish a customer complaint handling
The purpose of implementing a Complaint Handling System
The purpose of implementing a Complaint Handling System (ISO 10002) is to establish a standardized process for receiving, managing, and responding to complaints, which not only enhances customer satisfaction but also contributes to the continual improvement of products and services.
List of ISO 10002 documentation toolkit
| No. | Document Name | Number of related forms or documents |
| 1 | Complaint handling policy | 1 |
| 2 | Complaint handling Manual | 1 |
| 1 | Receiving Customer Complaints Procedure | 2 |
| 2 | Complaint Handling Procedure | 3 |
| 3 | Monitoring and Measurement Procedure | 3 |
| 4 | Data Analysis Procedure | 3 |
| 5 | Corrective and Preventive Procedure | 3 |
| 6 | Internal Audit Procedure | 5 |
| 7 | Management Review Procedure | 3 |
| 8 | Continual Improvement Procedure | 2 |
| 9 | Document Control Procedure | 4 |
| 1 | Receiving Customer Complaints process | 1 |
| 2 | Customer Complaints Handling Process | 1 |
| 3 | Internal Audit Checklist | 1 |
| 4 | Objectives Form | 1 |
| 5 | Goals Program Form | 1 |
| 6 | Context of Organization Form | 2 |
| 7 | Interested Parties Form | 1 |
| 8 | Objective Programs | 1 |
| 9 | Risk assessment Form | 1 |
| 10 | Risk Management Actions Form | 1 |
| 11 | Training Record Form | 1 |
| 12 | Training Needs Form | 1 |
| 13 | Training Program Form | 1 |
| 14 | Course Effectiveness Evaluation Form | 1 |
| 15 | Communication in the complaint handling process | 1 |
| 16 | Customer complaints flowchart |
Customer complaint handling process
- Receiving and registering complaints
- initial investigation in order to complaint resolution
- Determining and taking measures to obtain customer satisfaction
- Customer notification
- Receiving customer feedback regarding the actions taken
- Closing the complaint if the customer is satisfied
Customer Complaint Handling Certificat
The attainment of the Customer Complaint Handling Certificate constitutes formal recognition of the organization’s dedication to the systematic establishment, rigorous implementation, and sustained effective management of its customer complaint handling process. The documents required to achieve the ISO 10002 certificate have been prepared in this package, which we mention below:
A documented policy for customer complaint handling
Customer complaint handling manual
Procedures (9)
Customer complaint handling flowchart
The process of receiving and handling customer complaints including all details from the stage of receiving the complaint to the termination of the complaint
Blank Forms (29)
ISO 10002:2018 Audit Checklist includes all ISO 10002:2018 clauses.
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