TS ISO 10002

TS ISO 10002 is a quality management guideline for how an organization handles customer complaints. It gives practical direction on receiving, assessing, responding to, and learning from complaints in order to support customer satisfaction; it is a guidance document rather than a certification or product-conformance standard.

Where complaint handling fits in quality management

In general technical terms, complaint handling is a structured feedback mechanism that makes customer experience visible and helps an organization identify weaknesses in its products, services, or processes. Effective complaint processes are commonly built around accessibility, impartiality, confidentiality, traceability, and timely response. This standard provides a framework for treating complaints as part of an organization’s wider quality management system.

What this standard focuses on

• Guidance for handling customer complaints within an organization.
• Positioning complaint handling as one process within an overall quality management system.
• A general framework for complaint-related processes associated with products.
• Support for learning from complaints and using them to drive improvement and customer satisfaction.

Its practical value lies in helping organizations do more than close a complaint: it supports reduction of recurring issues and strengthens trust with customers. For organizations, this approach is especially useful for record keeping, clarifying responsibilities, and linking complaints to corrective action. This listing refers to the withdrawn TS ISO 10002 edition, while the subject itself remains important for understanding the core principles of complaint management.