CSA Preface

This is the second edition of CAN/CSA-ISO 10002, Quality management - Customer satisfaction - Guidelines for complaints handling in organizations, which is an adoption without modification of the identically titled ISO (International Organization for Standardization) Standard 10002 (second edition, 2014-07-15). It replaces the previous edition published in 2004 as CAN/CSA-ISO 10002 (adopted ISO 10002:2004).

Scope

This International Standard provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

This International Standard is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.

It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.

This International Standard addresses the following aspects of complaints handling:

a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service;

b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

c) recognizing and addressing the needs and expectations of complainants;

d) providing complainants with an open, effective, and easy-to-use complaints process;

e) analysing and evaluating complaints in order to improve the product and customer service quality;

f) auditing of the complaints-handling process;

g) reviewing the effectiveness and efficiency of the complaints-handling process.