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“A complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.”

In a competitive environment, product and service innovations are re-defining accepted levels of performance. It costs an organization at least four times as much to recruit a new customer as to maintain an existing one. Organizations that regularly lose customers, struggle to repair their damaged reputations.Achieving customer satisfaction is vital for businesses and wider service organizations. In today’s business era, good customer service can lead to customer retention, loyalty and competitive edge.

In a global marketplace, the value of an International Standard becomes more evident since it provides confidence in the consistent treatment of complaints.The process of addressing customers’ complaints is regarded as one of the processes of an overall quality management system. The driving force behind ‘enhancing customer satisfaction’ and creating a ‘customer-focused environment’ throughout the standards.

Why ISO 10002:2018

These standards and books are designed to assist customer service professionals, business managers and consumer champions working in:

ISO 10002:2018 is concerned with dealing with the handling of customers’ complaints related to products/services within an organization including planning, design, operation, maintenance, and improvements for all types of commercial or noncommercial activities, including those related to e-commerce. The Standard is aimed at creating confidence and increasing customer retention by assisting to handle complaints and seizing the resulting opportunities for learning.In ISO 10002:2018, customer satisfaction is key area of focus on how an organisation handles the complaints it receives about its products /services. This is in line with the predecessor to this standard, ISO 10002:2004.

In a global marketplace, the value of an International Standard becomes more evident, since it provides confidence in the consistent treatment of complaints. However, this International Standard is not intended to change any rights or obligations provided by applicable statutory or regulatory requirements.

Breakdown Of ISO 10002

The Standard is broken down into the following topics:

The greatest benefit that an organization gets out of ISO 10002 is improvement in business process control through process standardization.

No matter what benefits you are looking for from ISO 10002 certification, we at TRAIBCERT will make sure that your organization benefits from ISO 10002 implementation and certification.

Benefits Of ISO 10002

Customer Confidence:

By adopting the management system, ability to retain the loyalty of customers is enhanced. Customers feel confident of commitment for the resolution & redressal of any of their query or complaints;

Improved Efficiency:

Implementation and certification ensures a consistent process to handle customers, which enable to identify causes and eliminate the causes of complaints, as well as improve organization’s operations;.

Better Relationship:

System helps to adopt a customer-focused approach to handle, analysis and review complaints and encourage personnel to improve their skills & behavior in working with customers;

Continual improvement:

It provides a basis for continual improvement and analysis of complaints-handling process, redress of complaints with improvements to be made;

Transparent System:

Provide complainants with an open, effective and easy-to-use complaints process;

Auditable System:

Complaint management system is auditable, thus auditing of the complaints-handling process gives accuracy of the system compliance;


It is developed as guidance for an organization's complaints handling process. It can be used alone or in conjunction with ISO 9001- Quality Management System of Organization;

Management System:

This is a management system, therefore, all ingredients of management system are inherited in the complaint management system compliant to ISO 10002:2018, reviewing the effectiveness and efficiency of the complaints-handling process;

Customer Satisfaction:

Enhance customer satisfaction by creating a customer focused environment that is open to feedback (including complaints), resolving any complaints, and enhancing the organization's ability to improve its product and customer service;

Management Focus:

Management commitment through adequate acquisition and deployment of resources, including personnel training;

Brand Improvement:

Certified complaint management system demonstrates to customers & other stakeholders that recognizing and addressing the needs and expectation of complainants, you have processes in place to handle, analyze and review complaints to improve the product and customer service quality;


complaint Management system helps to ensure defined responsibilities &ISO 10002:2018: Customer Satisfaction & Complaint Management System.

This ISO Standard gives assurance of Customer Satisfaction & Complaint management System as per International approach for all types of organizations such as Manufacturing/processing, Service Providing Organization and Trading Organization etc. This organization assured that Customer Satisfaction Level Enhance Continuously.

Purposes of ISO 10002:2018: Customer Satisfaction Standard

The effective resolution of complaints increases the organization’s expertise &respects the management of services with the quality of production & procedures in handling of complaints.ISO 10002 is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they’re in the private, public or voluntary sectors. Some of the key factors of this standard are,

  • Enhanced customer satisfaction by creating a customer-focused environment that is open to feedback.
  • Resolving any complaints received, and enhancing the organization's ability to improve its product and customer service.
  • Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training.
  • Recognizing and addressing the needs and expectations of complainants.
  • Providing complainants with an open, effective and easy-to-use complaints process.
  • Analyzing and evaluating complaints in order to improve the product and customer service quality.
  • Auditing of the complaints-handling process.
  • Reviewing the effectiveness and efficiency of the complaints-handling process.

The complaints-handling process described is suitable for use as one of the processes of an overall quality management system of organizations of all sizes and in all sectors. The major aim of such a standard is to, create confidence and increase customer retention by helping to correctly handle complaints and seizing the resulting opportunities for learning.

Certification Process

  • Preliminary audit (optional):
    TRAIBCERT’s experienced and highly-skilled auditors would listen to you and perform an initial assessment of the customer management system that is implemented. The audit focuses mainly on the areas of the system that needs further improvements inline with the ISO requirements, in order to achieve the goal of implementing the system. Once identifying and eradicating potential vulnerabilities in the management system, the actual audit in relation to the certification begins.
  • Certification audit:
    This phase is comprised of a stage 1 and stage 2 audit consists of detailed review where, TRAIBCERT’s auditors with expertise and vast knowledge on the industry sectors,assess your documentation and practical application of your CMS management system to fulfill the certification requirements. We strive to reveal observations that can add value through process modification, team motivation, increased efficiency, and resolution timeline.
  • Issue Certificate:
    Once our highly competent & qualified auditors who are experts in the sector, identifies that your CMS satisfies the requirements of ISO 10002, we TRAIBCERT a leading accredited certification body with expertise in customer satisfaction management system will Issue the ISO 10002 certificate.
  • Surveillance audits:
    Annual surveillance of the ongoing optimization of your processes and customer satisfaction management system would be carried out to ensure adherence of the system with that of the ISO standards.
  • Re-certification:
    Upon reaching 3 years from the date of issuance of certificate, the maximum validity of the certificate, we will provide full support to your organization towards the re-certification for the net term.

The family of 10000 standards

This International Standard is compatible with ISO 10001, ISO 10003 and ISO 10004. These four International Standards can be used either independently or in conjunction with each other. When used together, ISO 10001, ISO 10003, ISO 10004 and this International Standard can be part of a broader and integrated framework for enhanced customer satisfaction through codes of conduct, complaints handling, dispute resolution and monitoring and measurement of customer satisfaction.

What do we offer for ISO 10002 certification for your organization?

With a team of highly qualified auditors and trainers having vast industrial experience, TRAIBCERT assists organizations across the world to achieve ISO 10002 certification.

Our approach is highly professional, time bound and effective resulting in certification and adds value to the business processes of the client’s organization. We offer ISO 10002 training, gap analysis/per-assessment audits, certification audit through best of the Audit/ maintenance services to enable your organization get the best out of ISO 10002 management system. Our Certification is globally accepted, authoritative, and bench marked in the field of ISO 10002.

How to transfer your current certificate to traibcert

You can transfer the certificate at any stage to us during surveillance/ recertification.

To transfer any certificate IAF has laid down New rules –

So what I need to DO.

  • Scan a clear copy of the certificate
  • Write to us on and Attach the scanned copy to the mail and send or contact us
  • We will review the details and advise on the further steps within two days.