ISO 10002: 2004 Quality management - Customer satisfaction - Guidelines for complaints handling in organizations

The International Organization for Standardization (ISO). First edition. 2004-07-01. 32p. 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 complaintshandling process described is suitable for use as one of the processes of an overall quality management system.