1. DRAFT ISO 10002:2018 Quality management — Customer satisfaction — Guidelines for complaints handling in organizations
ISO/TC176 TG 01

2. Purpose The intention of this presentation is to:
provide a summary of notable changes from ISO 10002:2014 to ISO 10002:2018
ISO/TC 176/TG 01

3. Introduction Introduction to ISO 10002:2018
This document provides guidance for a complaints-handling process for all types of commercial or noncommercial activities, including those related to electronic commerce
It is intended to benefit an organization and its customers, complainants, and other relevant interested parties
The complaints ­handling process is suitable for use as one of the processes of an overall quality management system
Published July 2018
ISO/TC 176/TG 01

4. Main Changes Main changes of the ISO 10002:2018 revision
The main changes compared with the previous edition are as follows:
alignment with ISO 9000:2015
alignment with ISO 9001:2015
improved alignment with ISO 10001, ISO and ISO 10004
ISO/TC 176/TG 01

5. Benefits Benefits of using ISO 10002:2018
Provides access to an open and responsive complaints­ handling process
Enhances the ability of the organization to resolve complaints in a consistent, systematic, and responsive manner
Enhances the ability of the organization to identify trends and eliminate causes of complaints
Creates a customer­ focused approach to resolving complaints
Encourages personnel to improve their skills in working with customers
Provides a basis for continual review and analysis
ISO/TC 176/TG 01

6. Summary The ISO 10002:2018 standard
Provides concepts for complaint handling
Outlines how organizations can manage complaint handling in a systematic manner to enhance customer satisfaction
Can be used in any kind of organization
ISO/TC 176/TG 01

7. For more information ISO/TC 176 SC2 Support Material
To obtain a copy of ISO 10002:2018
ISO/TC 176/TG 01