ISO 10002 Guidelines for complaints handling in Organization – New York

                                        ISO 10002

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What is ISO 10002 – Complaints Management System?

ISO 10002 certification in New York: The Complaints Management standard  helps organizations of all kinds to spot, manage and understand how successfully they affect their customer’s complaints. Some samples of complaints are:

  • Poor quality of service
  • Inadequate handling of complaints
  • Poor communication both before and through the complaint handling process

The Complaints Management Scheme can apply to organizations of all sizes, within the private, public and voluntary sectors, no matter the character of their activities or the character of the business.

The Complaints Management Scheme specifies the key requirements for handling customer complaints successfully and includes complaints management controls to assist you address customer dissatisfaction during a satisfying way within your business.

The complaints handling process described are suitable to be used together of the processes of an overall quality management system.

The international standard provides a framework that the knowledge obtained through the complaints handling process can cause.

Benefits of ISO 10002:2018 – Complaints Management System

Customer Confidence

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

Improved Efficiency

Implementation and certification ensures a uniform process to handle customers, which enable to spot causes and eliminate the causes of complaints, also improve organization’s operations.

Better Relationship

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

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.

Management System

This is a management system; therefore, all ingredients of management system are inherited within the complaint management system compliant to ISO 10002:2014 in America , reviewing the effectiveness and efficiency of the complaints-handling process.

Customer Satisfaction

Enhance customer satisfaction by creating a customer focused environment that’s hospitable feedback (including complaints), resolving any complaints, and enhancing the organization’s ability to enhance 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 requirements and expectation of complainants, you’ve got processes in place to handle, analyse and review complaints to enhance the merchandise and customer service quality.


Effective complaint Management system helps to make sure defined responsibilities & procedures to handle & review complaints are in place.

Requirements of ISO 10002-2018 complaint management system

ISO 10002 certification standard  has eight clauses. The primary three are scope, normative reference, and terms and definitions. The opposite five are:

Guiding principles. The overall notions upon which the processes for handling complaints should be built. They include visibility accessibility, responsiveness, objectivity, free-of-charge to complainants, confidentiality, customer focused approach and accountability.

Complaints-handling framework. An evidence of why organizations should plan to effective complaints handling, and therefore the associated responsibilities and authority. It also describes considerations for developing a complaints-handling policy.

Planning and style. An outline of how a corporation can plan and style an efficient complaints handling process.

Operation of the complaints-handling process. Guidance for operating the method, from receiving a complaint through closing the difficulty after completion.

Maintenance and improvement. Guidance on gathering and using complaints data, monitoring performance of the complaints- handling process, auditing the method to make sure it meets the organization’s requirements and continually improving it.

Expert Certifier offers a well defined and globally proven implementation methodology for ISO 10002:2018 certifications in New York (USA).

  • Gap Analysis
  • Awareness Training
  • Documentation Design and finalization
  • Implementation
  • Internal Auditor Training and conduct of internal audit
  • Management Review Meeting
  • Review of Implementation
  • Pre-assessment audit
  • Stage 1 – certification audit
  • Stage 2 – certification audit
  • Award of ISO 10002 certification

What we provide within the field of ISO 10002 standard implementation compliance and consulting?

  • We understand the way to fully exploit the advantages of your quality management system to make sure you unlock truth potential in your organization.
  • We provide unmatched expertise and technical competence to make sure that your ISO 10002 certification  in New York(USA)project adds value to your organization.
  • We offer our global knowledge molded locally to usher in the simplest results for our clients and partner their journey of standardization, compliance, growth, success and continual improvements

Our Quality Policy

 Expert Certifier focuses on providing better solutions regarding the standard management of the organization. We provide certification with a motive to achieve the customer satisfaction and continuous improvement on all the working processes of the organization.

Our Aim

Expert Certifier aims to supply prominence services to the organizations and helps them in constant upgrading of their management structure.


Expert Certifier goals on being an expert within the field of Certification. It provides training to the organizations and helps in implementing and continual improvement in their management system. Expert Certifier features a team of experts in several fields and that they are focused on achieving the specified business goals. This team is well motivated, skilled and engaged to supply global services to each single organization.

How can Expert Certifier assist you to get certified?

We are a number one global management system certifications body .And our technical professionals have contiguous knowledge and in-depth expertise with all kinds of complaints handling. Each audit team incorporate of experts with the effective skills and expertise needed to accurately appraise the compliance of your management system, and is headed by a lead auditor who will oversee the audit and any required management change notices. Finally, our on-site or off-site Technical Documentation appraisal will provide you with the knowledge you would like to know your exposure to non-compliance issues. This unique combination of experience makes Expert Certifier Certifications ideally suited to deal with the requirements.

How to get ISO 10002:2018 certification in New York – Consultants in New York?

Our masters have more than 15 plus years of global experience, with hands-on experience in the field of ISO certification, assessment and training.

With Expert Certifier your Business and process excellence is guaranteed.

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