TS ISO 10002
Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
This International Standard provides guidance on the process of complaints handling related to products
within an organization, including planning, design, operation, maintenance, and improvement. The
complaints-handling process described is suitable for use as one of the processes of an overall quality
management system.
Available Formats:
- Availability: Immediate Download
- Language: English
- License Type: Single User
- Updates: Not Included
- Availability: Request Quote
- Language: English
- License Type: Enterprise / Multi User
- Updates: Included
About This Item
TS ISO 10002 is a quality management guideline standard for handling complaints within organizations. It focuses on complaints as a managed process, not merely as records to be received, with emphasis on planning, design, operation, maintenance, and continual improvement.
In general technical terms, complaint handling is a key part of customer satisfaction management. A well-structured complaint process supports accessible intake channels, clear response paths, timely feedback, and learning from recurring issues so that products or services can be improved. In this context, the process is intended to work alongside other processes in an overall quality management system.
How complaint handling fits into a quality management system
The central value of this standard is the guidance it gives for creating a consistent organization-wide approach to complaints. Complaints are treated as meaningful feedback on customer expectations, process performance, and opportunities for improvement rather than as isolated events. TS ISO 10002 provides a framework suitable for use as one process within a quality management system.
- A structured approach for receiving and routing customer complaints
- Tracking, evaluating, and closing complaints with feedback
- Clarifying responsibilities and communication flow inside the organization
- Using recurring issues as input for improvement
- Publication Date: 27.08.2015
- Standard Status: H (İptal Edilmiş Standard/Withdrawn standard)
- Publisher: TSE
- Document Language: en
- ICS Classification: 03.120.10 Kalite Yönetimi ve Kalite Güvencesi
- Pages: 38
- Source Standard: ISO 10002:2014
- International Equivalents:
Need This Standard?
Request a personalized quote today to receive the latest edition in PDF or other available formats.
Need This Standard?
Request a personalized quote today to receive the latest edition in PDF or other available formats.
Summarize with AI
Get quick summaries using your favorite AI engine.
Online Standart Disclaimer
OnlineStandart.com is an authorized reseller of international standards, operating through partnerships with authorized distributors. We do not own the copyrights or trademarks of the standards we sell, including but not limited to those of API, ASHRAE, BSI, SAE, ASTM, IEEE, IEC, ASME, ISO, and others.
All product names, logos, and brands are the property of their respective owners and are used for identification purposes only; their use does not imply endorsement. OnlineStandart.com is not affiliated with or endorsed by any standards development organization unless explicitly stated. The content of this document is for informational purposes only and is intended to promote our licensed reselling services.
Online Standart does not host, distribute, or link to free, unlicensed, or uncertified copies of copyrighted standards. Every document we deliver is a licensed copy obtained through authorized channels and supplied with full licensing documentation. The “Free PDF Download” option on our product pages refers to this free informational document — never to a free copy of any standard.