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ISO 10002: implementing a usable complaints process
Start with access, responsibility and response before purchasing an assessment.
Decision and conditional example
In a hypothetical online seller, a delivery complaint moves between sales, the warehouse and a carrier. Assign an owner and a tracking reference, acknowledge receipt and explain the response route. Recording a decision does not demonstrate that the customer received it. Follow communication and closure, then analyse repeated delays to select a process improvement. Before applying, distinguish implementation support from a customer-requested independent assessment. Obtain written scheme and acceptance conditions; a certificate name alone does not identify what will be assessed or accepted.
Evidence linked to this purpose
- Accessible channel and named owner
- Case communication and decision trail
- Scheme and customer acceptance conditions
Standard and authority boundaries
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.
Kayra’s role and the independent decision
Kayra can support scope review, implementation and document preparation, or coordinate an independent assessment within the agreed service. ISO publishes standards and does not certify organisations. Verify the chosen body’s current standard edition, activity coverage and any claimed accreditation. Client-specific consultancy, audit and the impartial certification decision are separate responsibilities. Preparation does not guarantee approval, legal compliance or authority to certify a newly published edition.
Official sources
Checked: 3 October 2026. Examples are hypothetical explanations, not claims about completed client work, local offices or approval.