ISO 10002:2004 Certification
Customer Complaints Management Certification
ISO 10002:2004 provides guidance on the process of handling complaints related to products within an organisation, including the planning, design, operation, maintenance and improvement of that process. It is designed to be used as one of the processes of an overall quality management system. International Assessment Bureau carries out independent, impartial audits against the standard and issues certification that gives your customers confidence in how their complaints are handled.
What ISO 10002:2004 Covers
Complaints-Handling Process
Guidance covering the planning, design, operation, maintenance and improvement of how your organisation handles customer complaints.
Any Sector
Suited to businesses, government agencies, non-profits and service providers of any size that deal with customer complaints.
Integrates With ISO 9001 & 14001
Can be integrated with your existing quality (ISO 9001) or environmental (ISO 14001) management system for a joined-up approach.
Independent Review
Assessment of your policies, procedures, documentation and day-to-day practices for handling complaints.
What ISO 10002:2004 Does For Your Organisation
Our Certification Process at a Glance
Application & Quote
Tell us about your organisation and scope. We provide a clear, fixed quote.
Payment & Invoice
Once you accept the quote, we issue an invoice and confirm your certification agreement before scheduling the audit.
Stage 1, Stage 2 & Surveillance Audits
On-site/remote assessment of your complaints-handling process in operation against the standard, followed by ongoing surveillance audits.
Certification Decision
An independent technical review confirms the certification decision.
Certificate & Surveillance
Certificate issued, with ongoing surveillance audits to keep it valid.
See our full certification process for more detail on each stage.
About ISO 10002:2004
International Assessment Bureau is an independent certification body based in the UK. ISO 10002:2004 gives guidance on the process of handling complaints related to products within an organisation, covering how that process is planned, designed, operated, maintained and improved. It is intended for use as one of the processes within a wider quality management system, and is relevant to organisations of any type or size that deal with customer complaints.
ISO itself issues no certification or conformity test directly - it develops the standards through a consensus-based process involving technical committees and industry experts, and standards are periodically revised. Certification against ISO 10002:2004 is carried out by certification bodies such as International Assessment Bureau. If you are planning to get your organisation certified, get in touch with our team.
Ready to Start Your ISO 10002:2004 Certification?
Tell us about your organisation and we'll come back with a clear, no-obligation quote.