What is ISO 10002:2018?
ISO 10002:2018 provides guidance for the process of handling complaints related to products and services within an organisation, including planning, design, operation, maintenance, and improvement. It creates the foundation for handling complaints in a way that satisfies both the complainant and the organisation.
Why ISO 10002 Certification Matters in Asia
Customer retention is far more cost-effective than customer acquisition โ and a well-managed complaint process is one of the strongest drivers of customer loyalty. ISO 10002 provides a systematic framework for capturing, investigating, and resolving customer complaints โ turning negative experiences into opportunities for improvement and demonstrating genuine commitment to customer satisfaction.
ISOAsia Track Record: We have helped over 500+ organisations across Asia achieve ISO 10002 certification with a 98% first-pass success rate. Our dedicated consultants guide you from gap analysis to certified in 2โ4 months.
Key Industries for ISO 10002 Certification
ISO 10002:2018 Requirements Overview
ISO 10002 covers complaint handling principles (visibility, accessibility, responsiveness, objectivity, charges, confidentiality, customer-focused approach, accountability, continual improvement), commitment and policy, complaint handling process design and operation, and performance monitoring.
ISOAsia's ISO 10002 Certification Process
Step 1: Gap Analysis
Assess your current state against ISO 10002:2018 requirements
Step 2: Implementation
Documentation, procedures, and system development
Step 3: Internal Audit
Pre-certification check to close all non-conformities
Step 4: Certification
Stage 1 & Stage 2 audit with accredited certification body
Frequently Asked Questions โ ISO 10002:2018
Yes. ISO 10002 is complementary to ISO 9001:2015 and can be implemented as an extension of the QMS customer focus requirements. Many organisations implement both together.