Kayra Patent · ISO 10002
ISO 10002 Audit Process
An assessment checks the operating process against agreed criteria. Confirm the scheme and assessment scope before preparing demonstrations or assuming a particular certification route. 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.
Follow a case through the working process
Agree access, confidentiality and representative sampling with the assessor. Show what the operator does, which record results, who authorises exceptions and how the outcome is reviewed. A scripted demonstration or unsigned blank form is weaker than a traceable operating case. Where sensitive information is involved, arrange controlled access or appropriate redaction without concealing the evidence needed.
Close findings with evidence of effective action
Record the criterion, observed gap, correction, cause and corrective action. Replacing a procedure does not demonstrate that the repeated problem is prevented. The assessor reviews relevant evidence; the competent programme decides the result through its independent route. A consultant can help organise evidence but cannot predetermine the assessment finding or certificate decision.
Read the outcome behind a closed label
Trace a hypothetical case from receipt through acknowledgement, findings, remedy and communication. Distinguish accepted resolution, no response, unresolved disagreement and external referral. A closed administrative record is not automatic customer satisfaction. Match dates, owners and supporting communications to the same case.
Standard edition and programme limits
ISO 10002:2018 is guidance for handling customer complaints, rather than a requirements standard for certification of a management system like ISO 9001. Where a certificate is requested, identify the assessment scheme, criteria, issuer and customer acceptance conditions. Employment disputes and external dispute resolution are not automatically part of this customer complaints process.
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.
Official sources and application limits
The operating examples are hypothetical, not customer events or guaranteed decisions. The actual standard and competent body determine requirements.
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