TS ISO 10002

TS ISO 10002 is a quality management guideline for handling customer complaints about products and services within an organization. It treats complaints handling as a process that supports customer satisfaction and can be operated as part of an overall quality management system, so the focus is not on a single approval step but on how an organization plans, runs and improves the way it responds to complaints.

A process approach to complaints handling

The scope of this standard supports a process view of receiving, recording, tracking and closing complaints. In general technical terms, effective complaints handling relies on accessible channels, clear responsibilities, timely feedback and a feedback loop that helps address recurring issues at their root. In this sense, complaints are not only negative feedback; they are also a source of information that can be used to improve product and service performance.

Relationship to the quality management system

TS ISO 10002 is intended for use as one process within an organization’s broader quality management system. The important distinction is that it does not define product or service technical requirements; instead, it provides guidance on how dissatisfaction related to those outputs should be managed. Its practical value lies in offering a structured framework that supports customer focus, consistent handling and visible opportunities for improvement.

• Provides guidance for handling complaints related to products and services in a quality management context.
• Supports a process approach covering planning, design, development, operation, maintenance and improvement within an organization.
• Is suitable for use as one process of an overall quality management system.
• In this document, 'product' and 'service' mean an organization’s outputs intended for, or required by, a customer.