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WHAT IS ISO 10002:2018: ISO 10002 is guideline for customer complaint handling in organizations.
Customer Complaint steps and process 1- Receiving of complaint: Upon reporting of the initial complaint, the complaint should be recorded with supporting information and a unique identifier code. The record of the initial complaint should identify the remedy sought by the complainant and any other information necessary for the effective handling of the complaint. 2- Tracking of complaints The complaint should be tracked from initial receipt through the entire process until the complain satisfied or the final decision is made. An up-to-date status should be made available upon request and at regular intervals, at least at the time of pre-set deadlines. The complainants should be treated courteously and be kept informed of the progress of their complaint through the complaint handling process. 3- Acknowledgement of complaints Receipt of each complaint should be acknowledged to the complainant immediately (e.g. through phone or email). 4-Initial assessment of complaints After receipt, each complaint should be initially assessed in terms of criteria, such as severity, implication, complexity, impact, and the need and possibility of immediate action. Complaints should addressed promptly in accordance with their urgency. For example, significant health and safety should be processed immediately. 5-Investigation of complaints Every reasonable effort should be made to investigate all the relevant circumstances and inform surrounding a complaint. The level of investigation should be commensurate with the serious frequency of occurrence and severity of the complaint. 6- Response to complaints Following an appropriate investigation, the organization should offer a response such as correct the problem and prevent it happening in the future. 7-Communicating the decision The decision or any action taken regarding the complaint, which is relevant to the complainant or personnel involved, should be communicated to them as soon as the decision or action is taken.

ISO 10002 certification is performed by independent competent auditors and experts , who have necessary experience and training in the scope of conducting audits for compliance with the requirements of ISO 10000 standard series and specifically on ISO 10002 , as well as competence in the field of activity of an organization being audited.

In case of successful completion of the certification procedure, a client receives a Certificate of Conformity, an official document, confirming that Organization’s customer complaint evaluation system meets the requirements provided by the ISO 10002 standard.

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