Kayra Patent · ISO 10002
ISO 10002 Who Manages the Process?
ISO publishes the standard; an identified competent certification body evaluates the applicant and makes the certification decision. A consultant, an audit visit and a certificate decision have different roles. 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.
Trace the application to a named decision maker
Identify the contracting body, programme, applicable edition, scope and any claimed accreditation before applying. The body reviews the application and plans an appropriate assessment. Audit findings and corrective-action evidence support the decision; the auditor’s favourable comment is not itself a certificate. Decision personnel must be independent of the audit for the certification being decided.
Check the precise authority, not just a logo
Ask for the body’s current register entry and scope annex for the requested activities and edition. Authority for another standard, old edition or unrelated product programme does not establish coverage. Obtain the applicant’s legal identity and proposed scope in the agreement. If a programme is unavailable or the body lacks the required coverage, seek a suitable body rather than treating preparation as certification.
Ask which assessment is actually offered
ISO10002 is guidance, not the same requirements model as ISO9001. 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.
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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