TS ISO 10002

TS ISO 10002 is a quality management standard that provides guidance on how organizations should handle customer complaints. It addresses a core part of customer satisfaction management by helping establish a structured way to receive, assess, and respond to complaints. The standard focuses on complaint handling within the organization and does not cover external dispute resolution processes.

What complaint handling means in practice

In general technical terms, complaint handling is broader than replying to an individual message. A well-designed process typically includes registration, categorization, tracking, feedback, and closure. This approach helps an organization understand customer expectations more clearly, make service failures visible, and gather information for continual improvement. TS ISO 10002 provides guidance in this area; it is intended as a guideline standard rather than a conformity or certification requirement.

Scope and use

• Provides guidance for handling customer complaints within an organization.
• Offers a general framework applicable to organizations of all sizes and across all sectors.
• Covers internal complaint handling practices, not external dispute resolution processes.
• Relates to quality management and customer satisfaction practices.

Its practical value lies in turning complaints from isolated issues into manageable input for improvement. Organizations can use the guidance to support a clearer response structure, reduce recurring problems, and strengthen service reliability through a common process mindset.