ISO 10002:2018 Certification Services
The standard focuses on enhancing customer satisfaction through structured handling of complaints, supporting organizations in managing customer feedback consistently and systematically, enabling monitoring, evaluation, and continual improvement of the complaints-handling process.
Certification to ISO 10002:2018 supports organizations in establishing a structured approach to management and demonstrating conformity through an objective assessment process.
What is ISO 10002:2018?
ISO 10002:2018 is an internationally recognized standard published by the International Organization for Standardization (ISO). It specifies requirements for establishing, implementing, maintaining, and continually improving a complaints handling.
ISO 10002:2018— Current Version
ISO 10002:2018 is the current edition of the standard. It incorporates a risk-based approach and follows the shared ISO high-level structure, placing greater emphasis on the role of leadership, organizational context, and alignment with strategic direction.
Key aspects of ISO 10002:2018 include:
- Consideration of risks and opportunities within processes
- Greater involvement of top management
- Alignment of objectives with organizational context
- Flexible documented information requirements
Importance of ISO 10002:2018 Certification
ISO 10002:2018 certification demonstrates that an organization's complaints handling has been independently evaluated and found to conform to the requirements of the standard. It is widely recognized across industries and sectors.
- Provides independent assurance of conformity to complaints handling requirements
- Supports participation in tenders and contractual requirements
- Enhances consistency in organizational processes
- Strengthens credibility with interested parties
- Facilitates alignment with internationally accepted practices
Certification Process
The certification process is conducted in accordance with applicable standards and established audit principles, ensuring impartiality, consistency, and transparency.
Step 1 — Inquiry and Application Submission
The process is initiated upon receipt of an inquiry and a completed application form, providing details of the organization's activities, scope, and relevant information.
Step 2 — Application Review and Confirmation
The application is reviewed to determine the scope of certification, audit requirements, and necessary arrangements for the certification process.
Step 3 — Stage 1 Audit Planning
An audit plan for Stage 1 is prepared and communicated, defining the scope, objectives, and schedule of the audit.
Step 4 — Stage 1 Audit Conduct
A Stage 1 audit is conducted to evaluate management system documentation, assess site-specific conditions, and determine readiness for Stage 2.
Step 5 — Stage 2 Audit Planning
Following Stage 1, a detailed audit plan for Stage 2 is established for the evaluation of system implementation and effectiveness.
Step 6 — Stage 2 Audit Conduct
A Stage 2 audit is conducted to assess conformity of the management system with the applicable standard requirements.
Step 7 — Certification Decision and Issue of Certificate
An independent review of audit findings is carried out prior to the certification decision. Upon a positive certification decision, the certificate is issued.
Benefits of ISO 10002:2018
- Improved consistency of products and services
- Enhanced customer satisfaction
- Structured and controlled processes
- Objective measurement and monitoring of performance
- Continual improvement of the management system
Frequently Asked Questions
1. What does ISO 10002:2018 certification represent?
It confirms that an organization's management system has been assessed and found to conform to ISO 10002:2018 requirements.
2. What is ISO 10002:2018?
It is the current version of the complaints handling standard, incorporating risk-based thinking and enhanced leadership involvement.
3. How is certification granted?
Certification is granted following successful completion of Stage 1 and Stage 2 audits and an independent certification decision process.
4. Is certification applicable to all organizations?
Yes, ISO 10002:2018 is applicable to organizations of all sizes and sectors.
Why QCC Certification
- Impartial and independent certification activities
- Structured audit methodology in line with applicable standards
- Competent and qualified audit personnel
- Consistent and transparent certification process
- Adherence to applicable accreditation and regulatory requirements
Contact
For further information regarding ISO 10002:2018 certification, please contact our office.