ISO 14001:2015 EMS (ENVIRONMENT MANAGEMENT SYSTEM)
ISO 10002:2018 Certification - Complaint Management System
Handling customer complaints well decides whether a customer stays or leaves. ISO 10002 gives your organisation a clear, internationally recognised framework for receiving, tracking, resolving and learning from complaints. Qmatrix helps businesses across India implement ISO 10002 and demonstrate that their complaints handling process meets the standard.
What is ISO 10002?
ISO 10002:2018 is the international standard titled Quality management: Customer satisfaction: Guidelines for complaints handling in organizations. It explains how to design and run an effective complaints handling process for any organisation, whatever its size, sector or products and services.
The standard covers the full journey of a complaint: from the moment a customer raises it, through investigation and resolution, to analysis and improvement. It applies to complaints about products as well as services, and it works for both large companies and small businesses.
Why Your Organisation Needs ISO 10002
Complaints are an early warning system. A structured process helps you:
- Retain customers by resolving problems quickly and fairly.
- Build trust by showing customers that their feedback is taken seriously.
- Find root causes and prevent the same issue from happening again.
- Protect your reputation by handling dissatisfaction before it reaches social media or consumer forums.
- Improve products and services using real data from customer feedback.
- Support compliance with customer-protection expectations and tender or client requirements.
- Strengthen your wider management system, including ISO 9001.
