TS ISO 10002/Cor 1

TS ISO 10002/Cor 1 is a corrigendum issued for TS ISO 10002, the guideline document on handling customer complaints in organizations. Rather than reissuing the complaint-handling guidance itself, this listing provides a technical correction aligned with ISO 10002:2004/Cor 1:2009. The subject area is complaint management within customer satisfaction, including the general handling, evaluation, response, and follow-up of complaints.

Why complaint handling is a distinct management topic

In general technical terms, complaint handling is more than replying to a dissatisfied customer. It involves receiving the complaint, recording it, routing it appropriately, tracking the outcome, and feeding the learning back into organizational processes. This creates a direct link between customer satisfaction, service continuity, and process improvement.

The document’s theme is the framework for complaint handling as expressed in the guideline’s terminology and structure. Because this is a corrigendum, it should be understood as a technical correction that supports accurate use of the parent standard, not as a separate set of new methods that changes the overall intent of the original guidance.

Practical meaning for organizations

• It supports treating complaints as a managed process flow rather than isolated incidents.
• It highlights the connection between customer expectations and an organization’s response and improvement mechanisms.
• In quality management, it is read together with feedback, corrective action, and continual improvement concepts.
• Its scope is customer-satisfaction oriented and intended as sector-neutral guidance.