ISO/IEC 17065 Consultancy for Product Certification Bodies
October 1, 2026
ISO 13485 Consultancy: Medical Device Quality Management
October 1, 2026
ISO 10002 is the international standard for handling customer complaints. It belongs to the ISO quality management family and gives an organisation a framework for receiving, recording, analysing, resolving and reporting complaints. It can be used by any organisation in any sector. With CE Danışmanı (CE Consultant) you get your ISO 10002 certificate through a single point of contact for the whole process.
What ISO 10002 covers
The standard describes the complaints handling process from the first contact to the closing of the complaint:
- How a complaint is received and acknowledged
- How it is recorded and tracked
- How it is assessed and investigated
- How the organisation responds and communicates its decision
- How complaints are analysed so that their causes are understood and removed
- How results are reported to management and used for improvement
The aim is not only to answer the individual customer. It is to understand why complaints occur and to prevent the same problem from happening again.
Why it matters
- Complaints that are recorded and followed to a standard do not get lost, and the customer receives a consistent answer.
- Handling complaints correctly protects the reputation of the brand and supports customer loyalty.
- Dissatisfaction that is dealt with early costs less than dissatisfaction that is ignored.
- Complaint data becomes an input for improving products and services.
Organisations that cannot record and follow complaints in an orderly way lose the confidence of their customers. This is why the standard is common in sectors with a large number of end customers.
Is ISO 10002 mandatory?
No. The customer satisfaction and complaints handling standard is voluntary. Organisations choose it because they want a documented, auditable way of dealing with complaints.
The steps
- Review of the standard and of how complaints are handled in the company today.
- Design of the process. Complaint channels, responsibilities, response times and escalation rules are defined.
- Documentation. Policy, procedure, forms and records are prepared.
- Implementation. The process is applied in daily work, and staff who deal with customers are trained.
- Audit. The certification body audits the system against the standard.
- Certificate. If the result is positive, the certificate is issued.
Validity
The certificate is valid for three years, with a surveillance audit each year. At the end of the period it has to be renewed, otherwise it loses its validity.
ISO 10002 and ISO 9001
ISO 9001 requires an organisation to monitor customer satisfaction and to deal with customer feedback, including complaints. ISO 10002 describes in detail how the complaints part of that can be done. A company that already has a quality management system can add the complaints handling process to it without building a second system.
How CE Danışmanı helps
- Reviewing the current way complaints are handled and the needs of the business
- Designing a complaints handling process that fits the company, not a generic template
- Preparing the documentation with your team
- Training the staff who receive and handle complaints
- Evaluating how the process works in practice before the audit
- Following the validity period and the renewal
Tell us about your company and we will reply with our offer as soon as possible.
Message us on WhatsApp · info@cedanismani.com · Contact form
