This standard gives guidelines for the process of complaints handling
related to products and services within an organization, including planning,
design, development, operation, maintenance and improvement. The
complaints-handling process described is suitable for use as one of the processes
of an overall quality management system.
This standard is intended for use by any organization regardless
of its type or size, or the products and services it provides. It is
also intended for use by organizations in all sectors.
This standard addresses the following aspects of complaints handling:
a) enhancing customer satisfaction by creating a customer-focused
environment that is open to feedback (including complaints), resolving
any complaints received, and enhancing the organization’s ability to improve
its products and services, including customer service;
b) top management involvement and commitment through adequate acquisition and
deployment of resources, including personnel training;
c) recognizing and addressing the needs and expectations of complainants;
d) providing complainants with an open, effective and easy-to-use complaints process;
e) analysing and evaluating complaints in order to improve the quality
of products and services, including customer service;
f) auditing of the complaints-handling process;cess;
g) reviewing the effectiveness and efficiency of the complaints-handling process.cess.cess.
This standard does not apply to disputes referred for resolution outside the organization or for employment-related disputes.
ISO 10004
This standard gives guidelines for defining and implementing processes to monitor and measure customer satisfaction.
This standard is intended for use by any organization regardless of its
type or size, or the products and services it provides. The focus of
this document is on customers external to the organization.
