ISO 10002-2004 rus PDF

Full title and description

ISO 10002:2004 — Quality management — Customer satisfaction — Guidelines for complaints handling in organizations. Provides guidance for establishing, operating and improving a complaints‑handling process related to products and services within an organization; intended for organizations of all sizes and sectors and can be used as part of an overall quality management system.

Abstract

This standard describes principles and practical guidance for creating a customer‑focused complaints process that is accessible, impartial, timely and capable of informing continual improvement. Topics include roles and responsibilities, process design, communication with complainants, recording and analysing complaints, monitoring and review, and top management involvement. The 2004 edition was later issued with a corrigendum (2009) and has been superseded by a later edition.

General information

• Status: Withdrawn (superseded by a later edition).
• Publication date: July 2004.
• Publisher: International Organization for Standardization (ISO).
• ICS / categories: 03.120.10 (Quality management and quality assurance).
• Edition / version: Edition 1 (2004); corrigendum ISO 10002:2004/Cor 1:2009 issued.
• Number of pages: 23 (ISO PDF); national/adopted versions or publisher formats may show different page counts.

Scope

Guidance on planning, designing, operating, maintaining and improving a complaints‑handling process that deals with product‑ and service‑related complaints received by an organization. The standard does not apply to disputes handled outside the organization (external dispute resolution) or to employment‑related disputes. It is intended for application by public and private organizations of any size and provides an annex with additional guidance for small businesses.

Key topics and requirements

• Principles of a customer‑focused complaints process: accessibility, responsiveness, objectivity and confidentiality.
• Top management commitment, allocation of resources and staff training for effective complaint handling.
• Process design: receipt, acknowledgement, investigation, resolution, escalation and appeals.
• Recording, retention and analysis of complaint data to identify trends and drive corrective actions and continual improvement.
• Performance monitoring, auditing and management review of the complaints‑handling process.
• Guidance for small organizations (Annex A) and recommendations on communication with complainants.

Typical use and users

Used by quality managers, customer service teams, compliance and risk functions, internal auditors, consultants and senior management to design or improve complaints handling. Applicable across industries — manufacturing, services, public sector, non‑profits and small businesses seeking systematic, auditable complaint processes or integration with ISO 9001 quality management systems.

Related standards

Part of the ISO customer‑satisfaction family and closely related to: ISO 10001 (guidelines for codes of conduct), ISO 10003 (guidance for external dispute resolution), ISO 10004 (monitoring and measuring customer satisfaction) and ISO 9001 (quality management systems — customer satisfaction and complaint handling requirements). These documents are complementary and often used together.

Keywords

complaints handling, customer satisfaction, quality management, complaint process, acknowledgement, escalation, root cause analysis, continual improvement, ISO 10002, customer feedback.

FAQ

Q: What is this standard?

A: ISO 10002:2004 is an international guideline giving organizations practical advice on establishing and operating complaints‑handling processes for product‑ and service‑related complaints.

Q: What does it cover?

A: It covers the full complaints lifecycle — receipt, acknowledgement, investigation, resolution, escalation, recording, analysis and management review — and provides principles to ensure processes are accessible, fair and lead to continual improvement. It excludes disputes handled outside the organization and employment disputes.

Q: Who typically uses it?

A: Organizations of all sizes and sectors, and practitioners such as quality managers, customer service leaders, auditors and consultants who want to implement or improve formal complaints procedures or align complaint handling with their quality management system.

Q: Is it current or superseded?

A: The 2004 edition is withdrawn and has been superseded by a later edition (ISO 10002 published subsequently), with the 2004 edition having received a corrigendum in 2009. Organizations should reference the most recent edition for current guidance.

Q: Is it part of a series?

A: Yes — ISO 10002 is part of the ISO 10000 family of customer‑satisfaction guidance (including ISO 10001, ISO 10003 and ISO 10004) and is intended to complement ISO 9001 quality management requirements.

Q: What are the key keywords?

A: Complaints handling, customer satisfaction, grievance, feedback management, complaint recording, escalation, impartial investigation, continual improvement, ISO 10002.