ISO 10002:2018 deal with Quality Management till Customer Satisfaction. which provide thoroughly guideline for the process of complaint handling related to any or all product and services for an organization, Which consist of (Planning, Development, Operation, Maintenance, and improvement.Well managed complaint handling lead to meet the expectation of an organization. Or you can say the conversion of complaint into satisfaction. ISO 10002:2014 can help you to achieve the goal for the same. No Matter what kind or size of business.

The key role of Complaint Handling with-in an organization:

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) analyzing and evaluating complaints in order to improve the quality of products and services, including customer service;

f) auditing of the complaints-handling process;

g) reviewing the effectiveness and efficiency of the complaints-handling process.

This document does not apply to disputes referred for resolution outside the organization or for employment-related disputes.