ISO 10002:2018 offers guidelines for complaints about products and services within an organisation. It excludes employment disputes and disputes referred for external resolution.

01

Map channels and resolution responsibility

Identify customers, products, services, sites and channels. Dealer messages, email and call-centre cases may reach different owners. Explain how each enters the process and who can offer a remedy. An outsourced contact centre does not automatically handle complaints reaching another department. Access and status information should be practical for the customers in scope.

02

Keep the investigation objective

Set appropriate review and escalation for conflicts of interest. In a hypothetical dealer complaint, distinguish the dealer’s account, customer evidence and the organisation’s findings. A small team may lack a separate department, but should still explain review responsibility. Internal complaint handling does not become a court or external dispute authority.

03

Ask which assessment is actually offered

ISO 10002 is guidance, not the same requirements model as ISO 9001. If an assessment or certificate is offered, obtain the scheme, criteria, issuer, deliverables and validity conditions. Check any claimed accreditation for that precise scheme; another standard’s accreditation is not enough. Provide scope, procedure, channels, responsibilities and case status for the enquiry.

04

Preparation and independent decision

ISO does not issue certificates. Verify the proposed issuer, standard and activity against any claimed accreditation scope. Consultancy cannot guarantee approval; the competent body evaluates evidence and makes the independent decision. The applicant implements the system and prepares procedures specific to its own operations and operating records. A certification enquiry to Kayra concerns actual activities, sites, application information, authority and impartiality risks; this role does not include designing or implementing the client’s system. A management-system certification body, other parts of the same legal entity and controlled entities cannot offer or provide management-system consultancy; separate contracts do not remove this restriction.

Sources and application limits

Examples are hypothetical. Do not assume guidance automatically creates an accredited certification programme or guarantees a favourable decision.