TS ISO 10002

TS ISO 10002 is a quality management guideline for how an organization handles complaints related to products and services. Its focus is not only on receiving complaints, but on managing feedback, resolving issues, learning from them, and operating the process as part of the broader quality management system.

Where complaints handling fits in quality management

The standard treats complaints as a normal and valuable part of customer relationships. In general technical terms, this means the process can extend across planning, design, development, operation, maintenance, and improvement. Customer satisfaction is therefore influenced not only by the outcome, but also by how accessible, consistent, and responsive the complaint handling process is.

The document is intended for use by organizations of any type and size, across all sectors. It also includes guidance for small businesses, which shows that the framework is meant to be scalable. The terms “product” and “service” are used in a broad sense to cover all outputs intended for, or required by, a customer.

Main themes emphasized by the standard

• creating a customer-focused environment open to feedback
• management commitment, adequate resources, and staff training
• a complaint process that is open, effective, and easy to use
• analyzing complaints to improve products and services
• auditing the complaints-handling process and reviewing its effectiveness and efficiency

This standard provides guidance for complaints handling within an organization, but it does not apply to disputes referred outside the organization for resolution or to employment-related disputes. That distinction matters because the document is aimed at quality management and customer relationship processes, not at legal dispute resolution or personnel procedures.