한
ENISO 10002 Quality Management — Customer Satisfaction / Complaints Handling
Confirms that an organisation receives, handles and learns from customer complaints rather than letting them disappear.
This standard is not covered by our IAS or UAF accreditation scopes. ITS certifies it under its own scheme. See our accreditations →
What this certification proves
ISO 10002 does not certify that you have no complaints. Every organisation has them. What it examines is whether a complaint survives contact with the front line — whether it is recorded, tracked, investigated, answered and closed, and whether recurring complaints change the product or the process.
The aim is to treat complaints as free improvement information rather than nuisance.
A useful thing to know before an audit: a very low complaint count is not a good sign. It usually means the channel is hard to find or hard to use. Auditors read low numbers as a symptom, not an achievement.
⚠️ ISO 10002 does not follow Annex SL — its clauses run 4 to 8. It is also written as guidance rather than requirements; we state that openly rather than implying otherwise.
Who this is for
- Retail, service and financial organisations dealing directly with consumers
- Organisations running contact centres
- Organisations assessed on consumer protection
🌱 How this relates to ESG
S SocialMaps onto the S (Social) pillar, under «consumers». Consumer protection and grievance handling appear in almost every ESG questionnaire.
- Korea's K-ESG guideline, S domain «consumers» — asks for a consumer complaint and redress procedure and its results. That is precisely this standard
- GRI 2-25 and 2-26 — remediation of negative impacts and mechanisms for raising concerns. This standard is the mechanism
- Korea's Consumer Centred Management (CCM) certification overlaps substantially, so the two can be prepared together
- Complaint records are among the few social indicators that produce real numbers — volume, average days to resolve, recurrence
What certification gives you
- Complaints are resolved before they become disputes or litigation — a slow first reply turns an issue into a grievanceSee the 8-step process →
- Recurring complaints are traced to a cause and the product or service is changedRequest audit duration and fees →
- Connects directly to the customer satisfaction requirements of ISO 9001See ISO 9001 →
- Overlaps Consumer Centred Management (CCM) preparation, so the work is not done twiceCheck a certified organisation →
- Service quality holds up when contact centre staff changeCertification mark rules →
How the requirements are structured
This is the overall shape of what the standard asks for. Working through it in this order is a sensible way to prepare.
| Clause | Title | In plain terms |
|---|---|---|
| 4 | Guiding principles | Twelve principles including visibility, accessibility, responsiveness, objectivity and no charge to the complainant. |
| 5 | Complaints-handling framework | Management commitment, policy, and who has responsibility and authority for complaints. |
| 6 | Planning and design | Which channels receive complaints, what the response targets are, and what resources are needed. |
| 7 | Operation of the process | Receipt → tracking → acknowledgement → initial assessment → investigation → response → communicating the decision → closing. The heart of the standard. |
| 8 | Maintenance and improvement | Collect and analyse complaint data, audit, review and improve. |
※ This is a summary written to help you, not the text of the standard. Please refer to the published standard for the exact requirements.
Before you apply, please check
Having these in place makes the audit considerably smoother. If you are not ready yet, you are still welcome to get in touch — we will set out what to do first, with a timeline.
- Is the way to complain (phone, email, web) clearly signposted to customers?
- Does every complaint get a reference number so its progress can be tracked?
- Is there a stated response time, and is it actually met?
- Is complaint handling free of charge to the customer? (a founding principle of the standard)
- Is there a route for a customer who disagrees with the outcome to have it reviewed?
- Is there a record of complaints analysed by cause? Counting them is not enough
- Have you carried out at least one internal audit yourselves? (required before the audit)
- Does management review cover complaints, with minutes?
You can apply for ISO 10002 certification here
Tell us your organisation’s size and the standards you need, and we will send you the audit duration and a fee proposal. You are free to decide after seeing it.
Tel 02-786-9242Email info@itscert.or.krFax 02-6940-9317
※ ITS Certification Body does not provide management system consultancy. Auditing and consultancy must remain separate. What we can do is explain the certification process and what you need to have in place.
Which audit division handles this
Audits against this standard are carried out by our 고객만족심사본부. See the organisation chart →