SIST ISO 10002:2018
Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
This document gives guidelines for the process of complaints handling related to products and
services within an organization, including planning, design, development, operation, maintenance and
improvement. The complaints-handling process described is suitable for use as one of the processes of
an overall quality management system.
NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization
that are intended for, or required by, a customer.
This document is intended for use by any organization regardless of its type or size, or the products
and services it provides. It is also intended for use by organizations in all sectors. Annex B provides
guidance specifically for small businesses.
This document 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 products and services, including 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 quality of products and services,
including customer service;
f) auditing of the complaints-handling process;
g) reviewing the effectiveness and efficiency of the complaints-handling process.
This document does not apply to disputes referred for resolution outside the organization or for
employment-related disputes.
Management de la qualité - Satisfaction des clients - Lignes directrices pour le traitement des réclamations dans les organismes
Le pr�sent document fournit des lignes directrices relatives au processus de traitement des r�clamations relatif aux produits et services au sein d'un organisme, notamment en mati�re de planification, conception, d�veloppement, fonctionnement, mise � jour et am�lioration. Le processus de traitement des r�clamations d�crit est destin� � �tre utilis� en tant que l'un des processus d'un syst�me global de management de la qualit�.
NOTE 1 Tout au long du pr�sent document, les termes � produit � et � service � se rapportent aux �l�ments de sortie d'un organisme qui sont destin�s � un client ou demand�s par celui-ci.
Le pr�sent document est destin� � �tre utilis� par tout organisme, quels que soient son type, sa taille ou les produits et services qu'il fournit. Il est �galement destin� � �tre utilis� par des organismes de tout secteur. L'Annexe B fournit des lignes directrices particuli�rement destin�es aux petites entreprises.
Le pr�sent document aborde les aspects suivants du traitement des r�clamations:
a) am�lioration de la satisfaction du client en cr�ant un environnement orient� client qui est ouvert au retour d'information des clients (y compris aux r�clamations), en s'engageant � les r�soudre tout en renfor�ant la capacit� de l'organisme � am�liorer ses produits et services, y compris son service � la client�le;
b) implication et engagement de la direction par le biais de l'acquisition et du d�ploiement appropri�s des ressources, y compris la formation du personnel;
c) reconnaissance et prise en compte des besoins et des attentes des r�clamants;
d) mise � disposition des r�clamants d'un processus de traitement des r�clamations ouvert, efficace et simple d'emploi;
e) analyse et �valuation des r�clamations afin d'am�liorer la qualit� des produits et services, y compris le service � la client�le;
f) audits du processus de traitement des r�clamations;
g) revues de l'efficacit� et de l'efficience du processus de traitement des r�clamations.
Le pr�sent document ne s'applique pas aux litiges dont la r�solution est soumise � l'ext�rieur de l'organisme, ni aux litiges relatifs � l'emploi et aux ressources humaines.
Vodenje kakovosti - Zadovoljstvo odjemalcev - Smernice za ravnanje s pritožbami v organizacijah
Ta dokument določa smernice za ravnanje s pritožbami glede izdelkov v organizaciji, vključno z načrtovanjem, zasnovo, razvojem, delovanjem, vzdrževanjem in izboljšavami. Opisani postopek ravnanja s pritožbami je primeren za uporabo kot eden od postopkov celotnega sistema vodenja kakovosti.
OPOMBA V tem dokumentu se izraza »izdelek« in »storitev« nanašata na proizvode organizacije, ki so namenjeni odjemalcu ali jih ta potrebuje.
Ta dokument je namenjen za uporabo v kateri koli organizaciji, ne glede na vrsto ali velikost ter izdelke in storitve, ki jih ponuja. Namenjen je tudi za uporabo v organizacijah v vseh sektorjih. V dodatku B so določene smernice za mala podjetja.
Ta dokument obravnava naslednje vidike ravnanja s pritožbami:
a) izboljšanje zadovoljstva odjemalcev z ustvarjanjem uporabniško usmerjenega okolja, ki je odprto za povratne informacije (vključno s pritožbami), reševanje vseh prejetih pritožb ter krepitev sposobnosti organizacije, da izboljšajo svoje izdelke in storitve za odjemalce;
b) vključenost najvišjega vodstva in zavezanost z ustreznim pridobivanjem in uporabo sredstev, vključno z usposabljanjem osebja;
c) prepoznavanje in zadovoljevanje potreb in pričakovanj pritožnikov;
d) zagotavljanje odprtega, učinkovitega in za uporabo enostavnega pritožbenega postopka za pritožnike;
e) analiza in vrednotenje pritožb za namene izboljšanja kakovosti izdelkov in storitev za odjemalce;
f) revizija postopka za ravnanje s pritožbami;
g) pregled uspešnosti in učinkovitosti postopka za ravnanje s pritožbami.
Ta dokument se ne uporablja za nesoglasja, ki se razrešujejo izven organizacije, ali za nesoglasja v povezavi z zaposlovanjem.
General Information
Relations
Buy Standard
Related Packages
Standards Content (Sample)
SLOVENSKI STANDARD
SIST ISO 10002:2018
01-oktober-2018
1DGRPHãþD
SIST ISO 10002:2014
Vodenje kakovosti - Zadovoljstvo odjemalcev - Smernice za ravnanje s pritožbami
v organizacijah
Quality management - Customer satisfaction - Guidelines for complaints handling in
organizations
Management de la qualité - Satisfaction des clients - Lignes directrices pour le traitement
des réclamations dans les organismes
Ta slovenski standard je istoveten z: ISO 10002:2018
ICS:
03.100.70 Sistemi vodenja Management systems
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
SIST ISO 10002:2018 en,fr
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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SIST ISO 10002:2018
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SIST ISO 10002:2018
INTERNATIONAL ISO
STANDARD 10002
Third edition
2018-07
Quality management — Customer
satisfaction — Guidelines for
complaints handling in organizations
Management de la qualité — Satisfaction des clients — Lignes
directrices pour le traitement des réclamations dans les organismes
Reference number
ISO 10002:2018(E)
©
ISO 2018
---------------------- Page: 3 ----------------------
SIST ISO 10002:2018
ISO 10002:2018(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2018
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2018 – All rights reserved
---------------------- Page: 4 ----------------------
SIST ISO 10002:2018
ISO 10002:2018(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Guiding principles . 3
4.1 General . 3
4.2 Commitment . 3
4.3 Capacity . 3
4.4 Transparency . 3
4.5 Accessibility . 3
4.6 Responsiveness . 4
4.7 Objectivity . 4
4.8 Charges . 4
4.9 Information integrity . 4
4.10 Confidentiality . 4
4.11 Customer-focused approach . 4
4.12 Accountability . 4
4.13 Improvement . 4
4.14 Competence . 4
4.15 Timeliness . 4
5 Complaints-handling framework . 5
5.1 Context of the organization . 5
5.2 Leadership and commitment . 5
5.3 Policy . 5
5.4 Responsibility and authority . 5
6 Planning, design and development . 7
6.1 General . 7
6.2 Objectives. 7
6.3 Activities . 7
6.4 Resources . 8
7 Operation of complaints-handling process . 8
7.1 Communication . 8
7.2 Receipt of complaints . 8
7.3 Tracking of complaints . 9
7.4 Acknowledgement of complaints . 9
7.5 Initial assessment of complaints . 9
7.6 Investigation of complaints . 9
7.7 Response to complaints . 9
7.8 Communicating the decision . 9
7.9 Closing complaints . 9
8 Maintenance and improvement . 9
8.1 Collection of information . 9
8.2 Analysis and evaluation of complaints .10
8.3 Evaluation of the satisfaction with the complaints-handling process .10
8.4 Monitoring of the complaints-handling process .10
8.5 Auditing of the complaints-handling process .10
8.6 Management review of the complaints-handling process .11
8.7 Continual improvement .12
Annex A (informative) Interrelationship of ISO 10001, this document, ISO 10003 and ISO 10004 13
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SIST ISO 10002:2018
ISO 10002:2018(E)
Annex B (informative) Guidance for small business .15
Annex C (informative) Form for complainant .16
Annex D (informative) Objectivity .17
Annex E (informative) Complaints-handling flowchart .19
Annex F (informative) Complaint follow-up form .20
Annex G (informative) Responses .24
Annex H (informative) Escalation flowchart .25
Annex I (informative) Continual monitoring .27
Annex J (informative) Audit .30
Bibliography .31
iv © ISO 2018 – All rights reserved
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SIST ISO 10002:2018
ISO 10002:2018(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO’s adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following
URL: www .iso .org/iso/foreword .html.
This document was prepared by Technical Committee ISO/TC 176, Quality management and quality
assurance, Subcommittee SC 3, Supporting technologies.
This third edition cancels and replaces the second edition (ISO 10002:2014), which has been technically
revised.
The main changes compared with the previous edition are as follows:
— alignment with ISO 9000:2015;
— alignment with ISO 9001:2015;
— improved alignment with ISO 10001, ISO 10003 and ISO 10004.
© ISO 2018 – All rights reserved v
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SIST ISO 10002:2018
ISO 10002:2018(E)
Introduction
0.1 General
This document provides guidance for organizations to plan, design, develop, operate, maintain and
improve an effective and efficient complaints-handling process for all types of commercial or non-
commercial activities, including those related to electronic commerce. It is intended to benefit an
organization and its customers, complainants, and other relevant interested parties.
The information obtained through the complaints-handling process can lead to improvements in
products, services and processes and, where the complaints are properly handled, can improve the
reputation of the organization, regardless of size, location and sector. In a global marketplace, the value
of using an International Standard becomes more evident since it provides confidence in the consistent
treatment of complaints.
An effective and efficient complaints-handling process reflects the needs and expectations of both the
organizations supplying products and services and those who are the recipients of those products and
services.
The handling of complaints through a process as described in this document can enhance customer
satisfaction. Encouraging customer feedback, including complaints if customers are not satisfied, can
offer opportunities to maintain or enhance customer loyalty and approval, and improve domestic and
international competitiveness.
Implementation of the process described in this document can:
— provide a complainant with access to an open and responsive complaints-handling process;
— enhance the ability of the organization to resolve complaints in a consistent, systematic, and
responsive manner, to the satisfaction of the complainant and the organization;
— enhance the ability of the organization to identify trends and eliminate causes of complaints, and
improve the organization’s operations;
— help the organization create a customer-focused approach to resolving complaints, and encourage
personnel to improve their skills in working with customers;
— provide a basis for continual review and analysis of the complaints-handling process, the resolution
of complaints, and process improvements made.
Organizations can use the complaints-handling process in conjunction with customer satisfaction codes
of conduct and external dispute resolution processes.
The satisfaction of persons or organizations that could or do receive a product or a service from a public
or a private organization is the focus of this document.
0.2 Relationship with ISO 9001 and ISO 9004
This document is compatible with ISO 9001 and ISO 9004, and supports the objectives of these two
standards through the effective and efficient application of a complaints-handling process. This
document can also be used independently of ISO 9001 and ISO 9004.
ISO 9001 specifies requirements for a quality management system. The process for complaints handling
described in this document (ISO 10002) can be used as an element of a quality management system.
ISO 9004 provides guidance to achieve sustained success of an organization. The use of this document
(ISO 10002) can enhance performance in the area of complaints handling and increase the satisfaction
of customers and other relevant interested parties to facilitate the achievement of sustained success. It
vi © ISO 2018 – All rights reserved
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SIST ISO 10002:2018
ISO 10002:2018(E)
can also facilitate the continual improvement of the quality of products, services and processes based
on feedback from customers and other relevant interested parties.
NOTE Apart from customers and complainants, other relevant interested parties can include suppliers,
industry associations and their members, consumer organizations, relevant government agencies, personnel,
owners and others who are affected by the complaints-handling process.
0.3 Relationship with ISO 10001, ISO 10003 and ISO 10004
This document is compatible with ISO 10001, ISO 10003 and ISO 10004. These four documents can
be used either independently or in conjunction with each other. When used together, this document,
ISO 10001, ISO 10003 and ISO 10004 can be part of a broader and integrated framework for enhanced
customer satisfaction through codes of conduct, complaints handling, dispute resolution and monitoring
and measurement of customer satisfaction (see Annex A).
ISO 10001 contains guidance on codes of conduct for organizations related to customer satisfaction.
Such codes of conduct can decrease the probability of problems arising and can eliminate causes of
complaints and disputes which can decrease customer satisfaction.
ISO 10003 contains guidance on the resolution of disputes regarding product- and service-related
complaints that could not be satisfactorily resolved internally. ISO 10003 can help to minimize customer
dissatisfaction stemming from unresolved complaints.
ISO 10004 contains guidance on establishing effective processes for monitoring and measuring
customer satisfaction. Its focus is on customers external to the organization. Guidelines given in
ISO 10004 can support the establishment and implementation of a complaints-handling process. For
example, the processes described in ISO 10004 can assist the organization in monitoring and measuring
customer satisfaction with the complaints-handling process (see 8.3). Likewise, information from
a complaints-handling process can be used in monitoring and measuring customer satisfaction. For
example, the frequency and type of complaints can be an indirect indicator of customer satisfaction
(see ISO 10004:2018, 7.3.2).
© ISO 2018 – All rights reserved vii
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SIST ISO 10002:2018
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SIST ISO 10002:2018
INTERNATIONAL STANDARD ISO 10002:2018(E)
Quality management — Customer satisfaction —
Guidelines for complaints handling in organizations
1 Scope
This document gives guidelines for the process of complaints handling related to products and
services within an organization, including planning, design, development, operation, maintenance and
improvement. The complaints-handling process described is suitable for use as one of the processes of
an overall quality management system.
NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization
that are intended for, or required by, a customer.
This document is intended for use by any organization regardless of its type or size, or the products
and services it provides. It is also intended for use by organizations in all sectors. Annex B provides
guidance specifically for small businesses.
This document 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 products and services, including 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 quality of products and services,
including customer service;
f) auditing of the complaints-handling process;
g) reviewing the effectiveness and efficiency of the complaints-handling process.
This document does not apply to disputes referred for resolution outside the organization or for
employment-related disputes.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO 9000:2015, Quality management systems — Fundamentals and vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at http: //www .iso .org/obp
© ISO 2018 – All rights reserved 1
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SIST ISO 10002:2018
ISO 10002:2018(E)
— IEC Electropedia: available at http: //www .electropedia .org/
3.1
complainant
person, organization (3.8) or their representative making a complaint (3.2)
[SOURCE: ISO 10001:2018, 3.2]
3.2
complaint
expression of dissatisfaction made to an organization (3.8), related to its
product or service, or the complaints-handling process itself, where a response or resolution is explicitly
or implicitly expected
Note 1 to entry: Complaints can be made in relation to other processes where the organization interacts with the
customer (3.3).
Note 2 to entry: Complaints can be made directly or indirectly to the organization.
[SOURCE: ISO 9000:2015, 3.9.3, modified — Notes 1 and 2 to entry have been added.]
3.3
customer
person or organization (3.8) that could or does receive a product or a service that is intended for or
required by this person or organization
EXAMPLE Consumer, client, end-user, retailer, receiver of product or service from an internal process,
beneficiary and purchaser.
Note 1 to entry: A customer can be internal or external to the organization.
[SOURCE: ISO 9000:2015, 3.2.4]
3.4
customer satisfaction
customer’s (3.3) perception of the degree to which the customer’s expectations have been fulfilled
Note 1 to entry: It can be that the customer’s expectation is not known to the organization (3.8), or even to the
customer in question, until the product or service is delivered. It can be necessary for achieving high customer
satisfaction to fulfil an expectation of a customer even if it is neither stated nor generally implied or obligatory.
Note 2 to entry: Complaints (3.2) are a common indicator of low customer satisfaction but their absence does not
necessarily imply high customer satisfaction.
Note 3 to entry: Even when customer requirements have been agreed with the customer and fulfilled, this does
not necessarily ensure high customer satisfaction.
[SOURCE: ISO 9000:2015, 3.9.2]
3.5
customer service
interaction of the organization (3.8) with the customer (3.3) throughout the life cycle of a product or
a service
[SOURCE: ISO 9000:2015, 3.9.4]
3.6
feedback
opinions, comments and expressions of interest in a product, a service or a
complaints-handling process
Note 1 to entry: Feedback can be given in relation to other processes where the organization (3.8) interacts with
the customer (3.3).
2 © ISO 2018 – All rights reserved
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SIST ISO 10002:2018
ISO 10002:2018(E)
[SOURCE: ISO 9000:2015, 3.9.1, modified — Note 1 to entry has been added.]
3.7
interested party
stakeholder
person or organization (3.8) that can affect, be affected by, or perceive itself to be affected by a decision
or activity
EXAMPLE Customers (3.3), owners, people in an organization, providers, bankers, regulators, unions,
partners or society that can include competitors or opposing pressure groups.
[SOURCE: ISO 9000:2015, 3.2.3, modified — Note 1 to entry has been deleted.]
3.8
organization
person or group of people that has its own functions with responsibilities, authorities and relationships
to achieve its objectives
Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation,
firm, enterprise, authority, partnership, association, charity or institution, or part or combination thereof,
whether incorporated or not, public or private.
[SOURCE: ISO 9000:2015, 3.2.1, modified — Note 2 to entry has been deleted.]
4 Guiding principles
4.1 General
Adherence to the guiding principles set out in 4.2 to 4.15 is recommended for effective and efficient
handling of complaints.
4.2 Commitment
The organization should be actively committed to defining and implementing a complaints-handling
process.
4.3 Capacity
Sufficient resources should be made available for and committed to complaints handling, and should be
managed effectively and efficiently.
4.4 Transparency
The complaints-handling process should be communicated to customers, personnel and other relevant
interested parties. Individual complainants should be provided with adequate information about the
handling of their complaint.
4.5 Accessibility
A complaints-handling process should be easily accessible to all complainants. Information should be
made available on the details of making and resolving complaints. The complaints-handling process
and supporting information should be easy to understand and use. The information should be in clear
language. Information and assistance in making a complaint should be made available (see Annex C), in
whatever languages or formats that the products and services were offered or provided in, including
alternative formats, such a
...
INTERNATIONAL ISO
STANDARD 10002
Third edition
2018-07
Quality management — Customer
satisfaction — Guidelines for
complaints handling in organizations
Management de la qualité — Satisfaction des clients — Lignes
directrices pour le traitement des réclamations dans les organismes
Reference number
ISO 10002:2018(E)
©
ISO 2018
---------------------- Page: 1 ----------------------
ISO 10002:2018(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2018
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2018 – All rights reserved
---------------------- Page: 2 ----------------------
ISO 10002:2018(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Guiding principles . 3
4.1 General . 3
4.2 Commitment . 3
4.3 Capacity . 3
4.4 Transparency . 3
4.5 Accessibility . 3
4.6 Responsiveness . 4
4.7 Objectivity . 4
4.8 Charges . 4
4.9 Information integrity . 4
4.10 Confidentiality . 4
4.11 Customer-focused approach . 4
4.12 Accountability . 4
4.13 Improvement . 4
4.14 Competence . 4
4.15 Timeliness . 4
5 Complaints-handling framework . 5
5.1 Context of the organization . 5
5.2 Leadership and commitment . 5
5.3 Policy . 5
5.4 Responsibility and authority . 5
6 Planning, design and development . 7
6.1 General . 7
6.2 Objectives. 7
6.3 Activities . 7
6.4 Resources . 8
7 Operation of complaints-handling process . 8
7.1 Communication . 8
7.2 Receipt of complaints . 8
7.3 Tracking of complaints . 9
7.4 Acknowledgement of complaints . 9
7.5 Initial assessment of complaints . 9
7.6 Investigation of complaints . 9
7.7 Response to complaints . 9
7.8 Communicating the decision . 9
7.9 Closing complaints . 9
8 Maintenance and improvement . 9
8.1 Collection of information . 9
8.2 Analysis and evaluation of complaints .10
8.3 Evaluation of the satisfaction with the complaints-handling process .10
8.4 Monitoring of the complaints-handling process .10
8.5 Auditing of the complaints-handling process .10
8.6 Management review of the complaints-handling process .11
8.7 Continual improvement .12
Annex A (informative) Interrelationship of ISO 10001, this document, ISO 10003 and ISO 10004 13
© ISO 2018 – All rights reserved iii
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ISO 10002:2018(E)
Annex B (informative) Guidance for small business .15
Annex C (informative) Form for complainant .16
Annex D (informative) Objectivity .17
Annex E (informative) Complaints-handling flowchart .19
Annex F (informative) Complaint follow-up form .20
Annex G (informative) Responses .24
Annex H (informative) Escalation flowchart .25
Annex I (informative) Continual monitoring .27
Annex J (informative) Audit .30
Bibliography .31
iv © ISO 2018 – All rights reserved
---------------------- Page: 4 ----------------------
ISO 10002:2018(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO’s adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following
URL: www .iso .org/iso/foreword .html.
This document was prepared by Technical Committee ISO/TC 176, Quality management and quality
assurance, Subcommittee SC 3, Supporting technologies.
This third edition cancels and replaces the second edition (ISO 10002:2014), which has been technically
revised.
The main changes compared with the previous edition are as follows:
— alignment with ISO 9000:2015;
— alignment with ISO 9001:2015;
— improved alignment with ISO 10001, ISO 10003 and ISO 10004.
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ISO 10002:2018(E)
Introduction
0.1 General
This document provides guidance for organizations to plan, design, develop, operate, maintain and
improve an effective and efficient complaints-handling process for all types of commercial or non-
commercial activities, including those related to electronic commerce. It is intended to benefit an
organization and its customers, complainants, and other relevant interested parties.
The information obtained through the complaints-handling process can lead to improvements in
products, services and processes and, where the complaints are properly handled, can improve the
reputation of the organization, regardless of size, location and sector. In a global marketplace, the value
of using an International Standard becomes more evident since it provides confidence in the consistent
treatment of complaints.
An effective and efficient complaints-handling process reflects the needs and expectations of both the
organizations supplying products and services and those who are the recipients of those products and
services.
The handling of complaints through a process as described in this document can enhance customer
satisfaction. Encouraging customer feedback, including complaints if customers are not satisfied, can
offer opportunities to maintain or enhance customer loyalty and approval, and improve domestic and
international competitiveness.
Implementation of the process described in this document can:
— provide a complainant with access to an open and responsive complaints-handling process;
— enhance the ability of the organization to resolve complaints in a consistent, systematic, and
responsive manner, to the satisfaction of the complainant and the organization;
— enhance the ability of the organization to identify trends and eliminate causes of complaints, and
improve the organization’s operations;
— help the organization create a customer-focused approach to resolving complaints, and encourage
personnel to improve their skills in working with customers;
— provide a basis for continual review and analysis of the complaints-handling process, the resolution
of complaints, and process improvements made.
Organizations can use the complaints-handling process in conjunction with customer satisfaction codes
of conduct and external dispute resolution processes.
The satisfaction of persons or organizations that could or do receive a product or a service from a public
or a private organization is the focus of this document.
0.2 Relationship with ISO 9001 and ISO 9004
This document is compatible with ISO 9001 and ISO 9004, and supports the objectives of these two
standards through the effective and efficient application of a complaints-handling process. This
document can also be used independently of ISO 9001 and ISO 9004.
ISO 9001 specifies requirements for a quality management system. The process for complaints handling
described in this document (ISO 10002) can be used as an element of a quality management system.
ISO 9004 provides guidance to achieve sustained success of an organization. The use of this document
(ISO 10002) can enhance performance in the area of complaints handling and increase the satisfaction
of customers and other relevant interested parties to facilitate the achievement of sustained success. It
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ISO 10002:2018(E)
can also facilitate the continual improvement of the quality of products, services and processes based
on feedback from customers and other relevant interested parties.
NOTE Apart from customers and complainants, other relevant interested parties can include suppliers,
industry associations and their members, consumer organizations, relevant government agencies, personnel,
owners and others who are affected by the complaints-handling process.
0.3 Relationship with ISO 10001, ISO 10003 and ISO 10004
This document is compatible with ISO 10001, ISO 10003 and ISO 10004. These four documents can
be used either independently or in conjunction with each other. When used together, this document,
ISO 10001, ISO 10003 and ISO 10004 can be part of a broader and integrated framework for enhanced
customer satisfaction through codes of conduct, complaints handling, dispute resolution and monitoring
and measurement of customer satisfaction (see Annex A).
ISO 10001 contains guidance on codes of conduct for organizations related to customer satisfaction.
Such codes of conduct can decrease the probability of problems arising and can eliminate causes of
complaints and disputes which can decrease customer satisfaction.
ISO 10003 contains guidance on the resolution of disputes regarding product- and service-related
complaints that could not be satisfactorily resolved internally. ISO 10003 can help to minimize customer
dissatisfaction stemming from unresolved complaints.
ISO 10004 contains guidance on establishing effective processes for monitoring and measuring
customer satisfaction. Its focus is on customers external to the organization. Guidelines given in
ISO 10004 can support the establishment and implementation of a complaints-handling process. For
example, the processes described in ISO 10004 can assist the organization in monitoring and measuring
customer satisfaction with the complaints-handling process (see 8.3). Likewise, information from
a complaints-handling process can be used in monitoring and measuring customer satisfaction. For
example, the frequency and type of complaints can be an indirect indicator of customer satisfaction
(see ISO 10004:2018, 7.3.2).
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INTERNATIONAL STANDARD ISO 10002:2018(E)
Quality management — Customer satisfaction —
Guidelines for complaints handling in organizations
1 Scope
This document gives guidelines for the process of complaints handling related to products and
services within an organization, including planning, design, development, operation, maintenance and
improvement. The complaints-handling process described is suitable for use as one of the processes of
an overall quality management system.
NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization
that are intended for, or required by, a customer.
This document is intended for use by any organization regardless of its type or size, or the products
and services it provides. It is also intended for use by organizations in all sectors. Annex B provides
guidance specifically for small businesses.
This document 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 products and services, including 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 quality of products and services,
including customer service;
f) auditing of the complaints-handling process;
g) reviewing the effectiveness and efficiency of the complaints-handling process.
This document does not apply to disputes referred for resolution outside the organization or for
employment-related disputes.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO 9000:2015, Quality management systems — Fundamentals and vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at http: //www .iso .org/obp
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ISO 10002:2018(E)
— IEC Electropedia: available at http: //www .electropedia .org/
3.1
complainant
person, organization (3.8) or their representative making a complaint (3.2)
[SOURCE: ISO 10001:2018, 3.2]
3.2
complaint
expression of dissatisfaction made to an organization (3.8), related to its
product or service, or the complaints-handling process itself, where a response or resolution is explicitly
or implicitly expected
Note 1 to entry: Complaints can be made in relation to other processes where the organization interacts with the
customer (3.3).
Note 2 to entry: Complaints can be made directly or indirectly to the organization.
[SOURCE: ISO 9000:2015, 3.9.3, modified — Notes 1 and 2 to entry have been added.]
3.3
customer
person or organization (3.8) that could or does receive a product or a service that is intended for or
required by this person or organization
EXAMPLE Consumer, client, end-user, retailer, receiver of product or service from an internal process,
beneficiary and purchaser.
Note 1 to entry: A customer can be internal or external to the organization.
[SOURCE: ISO 9000:2015, 3.2.4]
3.4
customer satisfaction
customer’s (3.3) perception of the degree to which the customer’s expectations have been fulfilled
Note 1 to entry: It can be that the customer’s expectation is not known to the organization (3.8), or even to the
customer in question, until the product or service is delivered. It can be necessary for achieving high customer
satisfaction to fulfil an expectation of a customer even if it is neither stated nor generally implied or obligatory.
Note 2 to entry: Complaints (3.2) are a common indicator of low customer satisfaction but their absence does not
necessarily imply high customer satisfaction.
Note 3 to entry: Even when customer requirements have been agreed with the customer and fulfilled, this does
not necessarily ensure high customer satisfaction.
[SOURCE: ISO 9000:2015, 3.9.2]
3.5
customer service
interaction of the organization (3.8) with the customer (3.3) throughout the life cycle of a product or
a service
[SOURCE: ISO 9000:2015, 3.9.4]
3.6
feedback
opinions, comments and expressions of interest in a product, a service or a
complaints-handling process
Note 1 to entry: Feedback can be given in relation to other processes where the organization (3.8) interacts with
the customer (3.3).
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ISO 10002:2018(E)
[SOURCE: ISO 9000:2015, 3.9.1, modified — Note 1 to entry has been added.]
3.7
interested party
stakeholder
person or organization (3.8) that can affect, be affected by, or perceive itself to be affected by a decision
or activity
EXAMPLE Customers (3.3), owners, people in an organization, providers, bankers, regulators, unions,
partners or society that can include competitors or opposing pressure groups.
[SOURCE: ISO 9000:2015, 3.2.3, modified — Note 1 to entry has been deleted.]
3.8
organization
person or group of people that has its own functions with responsibilities, authorities and relationships
to achieve its objectives
Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation,
firm, enterprise, authority, partnership, association, charity or institution, or part or combination thereof,
whether incorporated or not, public or private.
[SOURCE: ISO 9000:2015, 3.2.1, modified — Note 2 to entry has been deleted.]
4 Guiding principles
4.1 General
Adherence to the guiding principles set out in 4.2 to 4.15 is recommended for effective and efficient
handling of complaints.
4.2 Commitment
The organization should be actively committed to defining and implementing a complaints-handling
process.
4.3 Capacity
Sufficient resources should be made available for and committed to complaints handling, and should be
managed effectively and efficiently.
4.4 Transparency
The complaints-handling process should be communicated to customers, personnel and other relevant
interested parties. Individual complainants should be provided with adequate information about the
handling of their complaint.
4.5 Accessibility
A complaints-handling process should be easily accessible to all complainants. Information should be
made available on the details of making and resolving complaints. The complaints-handling process
and supporting information should be easy to understand and use. The information should be in clear
language. Information and assistance in making a complaint should be made available (see Annex C), in
whatever languages or formats that the products and services were offered or provided in, including
alternative formats, such as large print, Braille, or audiotape, so that no complainants are disadvantaged.
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ISO 10002:2018(E)
4.6 Responsiveness
The organization should address the needs and expectations of customers with respect to complaints
handling.
4.7 Objectivity
Each complaint should be addressed in an equitable, objective and unbiased manner through the
complaints-handling process (see Annex D).
4.8 Charges
Access to the complaints-handling process should be free of charge to the complainant.
4.9 Information integrity
The organization should ensure that the information about its complaints handling is accurate and not
misleading, and that data collected are relevant, correct, complete, meaningful and useful.
4.10 Confidentiality
Personally identifiable information concerning the complainant should be available where needed,
but only for the purposes of addressing the complaint within the organization and should be actively
protected from disclosure, unless the customer or complainant expressly consents to its disclosure or
disclosure is required by law.
NOTE Personally identi
...
NORME ISO
INTERNATIONALE 10002
Troisième édition
2018-07
Management de la qualité —
Satisfaction des clients — Lignes
directrices pour le traitement des
réclamations dans les organismes
Quality management — Customer satisfaction — Guidelines for
complaints handling in organizations
Numéro de référence
ISO 10002:2018(F)
©
ISO 2018
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ISO 10002:2018(F)
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© ISO 2018
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Publié en Suisse
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ISO 10002:2018(F)
Sommaire Page
Avant-propos .v
Introduction .vi
1 Domaine d'application . 1
2 Références normatives . 1
3 Termes et définitions . 2
4 Principes directeurs . 3
4.1 Généralités . 3
4.2 Engagement . 3
4.3 Capacité . 3
4.4 Transparence . 4
4.5 Accessibilité . 4
4.6 Réactivité . 4
4.7 Objectivité . 4
4.8 Frais . 4
4.9 Intégrité des informations . 4
4.10 Confidentialité . 4
4.11 Approche orientée client . 4
4.12 Obligations . 4
4.13 Amélioration . 5
4.14 Compétence . 5
4.15 Ponctualité . 5
5 Cadre de traitement des réclamations . 5
5.1 Contexte de l'organisme . 5
5.2 Leadership et engagement. 5
5.3 Politique . 5
5.4 Responsabilité et autorité . 6
6 Planification, conception et développement . 7
6.1 Généralités . 7
6.2 Objectifs . 8
6.3 Activités . 8
6.4 Ressources . 8
7 Fonctionnement du processus de traitement des réclamations. 8
7.1 Communication . 8
7.2 Réception de la réclamation . 9
7.3 Suivi de la réclamation . 9
7.4 Accusé de réception de la réclamation . 9
7.5 Appréciation à chaud de la réclamation . 9
7.6 Étude de la réclamation . 9
7.7 Résolution de la réclamation .10
7.8 Communication de la décision .10
7.9 Clôture de la réclamation .10
8 Mise à jour et amélioration .10
8.1 Recueil des informations .10
8.2 Analyse et appréciation des réclamations .10
8.3 Évaluation de la satisfaction apportée par le processus de traitement des réclamations .11
8.4 Surveillance du processus de traitement des réclamations .11
8.5 Audit du processus de traitement des réclamations .11
8.6 Revue de direction du processus de traitement des réclamations .11
8.7 Amélioration continue .12
Annexe A (informative) Relations entre l'ISO 10001, le présent document, l'ISO 10003 et
l'ISO 10004.13
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ISO 10002:2018(F)
Annexe B (informative) Lignes directrices pour les petites entreprises .15
Annexe C (informative) Formulaire de réclamation .16
Annexe D (informative) Objectivité .18
Annexe E (informative) Diagramme de traitement des réclamations .20
Annexe F (informative) Formulaire de suivi de la réclamation .21
Annexe G (informative) Solutions .25
Annexe H (informative) Diagramme de progression .26
Annexe I (informative) Surveillance continue .28
Annexe J (informative) Audit .31
Bibliographie .32
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ISO 10002:2018(F)
Avant-propos
L’ISO (Organisation internationale de normalisation) est une fédération mondiale d’organismes
nationaux de normalisation (comités membres de l’ISO). L’élaboration des Normes internationales est
en général confiée aux comités techniques de l’ISO. Chaque comité membre intéressé par une étude
a le droit de faire partie du comité technique créé à cet effet. Les organisations internationales,
gouvernementales et non gouvernementales, en liaison avec l’ISO participent également aux travaux.
L’ISO collabore étroitement avec la Commission électrotechnique internationale (IEC) en ce qui
concerne la normalisation électrotechnique.
Les procédures utilisées pour élaborer le présent document et celles destinées à sa mise à jour sont
décrites dans les Directives ISO/IEC, Partie 1. Il convient, en particulier de prendre note des différents
critères d’approbation requis pour les différents types de documents ISO. Le présent document a été
rédigé conformément aux règles de rédaction données dans les Directives ISO/IEC, Partie 2 (voir www
.iso .org/directives).
L’attention est attirée sur le fait que certains des éléments du présent document peuvent faire l’objet de
droits de propriété intellectuelle ou de droits analogues. L’ISO ne saurait être tenue pour responsable
de ne pas avoir identifié de tels droits de propriété et averti de leur existence. Les détails concernant
les références aux droits de propriété intellectuelle ou autres droits analogues identifiés lors de
l’élaboration du document sont indiqués dans l’Introduction et/ou dans la liste des déclarations de
brevets reçues par l’ISO (voir www .iso .org/brevets).
Les appellations commerciales éventuellement mentionnées dans le présent document sont données
pour information, par souci de commodité, à l’intention des utilisateurs et ne sauraient constituer un
engagement.
Pour une explication de la nature volontaire des normes, la signification des termes et expressions
spécifiques de l’ISO liés à l’évaluation de la conformité, ou pour toute information au sujet de l’adhésion
de l’ISO aux principes de l’Organisation mondiale du commerce (OMC) concernant les obstacles
techniques au commerce (OTC), voir le lien suivant: www .iso .org/avant -propos.
Le présent document a été élaboré par le comité technique ISO/TC 176, Management et assurance de la
qualité, sous-comité SC 3, Techniques de soutien.
Cette troisième édition annule et remplace la deuxième édition (ISO 10002:2014), qui a fait l'objet d'une
révision technique.
Les principales modifications par rapport à l’édition précédente sont les suivantes:
— alignement avec l’ISO 9000:2015;
— alignement avec l’ISO 9001:2015;
— amélioration de l’alignement avec l’ISO 10001, l’ISO 10003 et l’ISO 10004.
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ISO 10002:2018(F)
Introduction
0.1 Généralités
Le présent document fournit des lignes directrices permettant aux organismes de planifier, concevoir,
mettre en œuvre, tenir à jour et améliorer un processus efficace et efficient de traitement des
réclamations pour tous types d'activités, commerciales ou non, y compris celles liées au commerce
électronique. Elle est destinée à l'organisme, à ses clients, à ceux qui déposent une réclamation et aux
autres parties intéressées pertinentes.
Les informations obtenues grâce au processus de traitement des réclamations peuvent permettre
d'apporter des améliorations aux produits, aux services et aux processus et du fait d’un traitement
des réclamations efficace, peuvent améliorer la notoriété d'un organisme, indépendamment de sa
taille, de son emplacement et de son secteur d'activité. Sur le marché mondial, la valeur d'une Norme
internationale devient d'autant plus manifeste qu'elle garantit un traitement cohérent des réclamations.
Un processus de traitement des réclamations efficace et efficient reflète les besoins et attentes des
organismes fournissant des produits et services et de leurs bénéficiaires.
Le traitement des réclamations par un processus identique à celui décrit dans le présent document
peut accroître la satisfaction du client. Encourager le retour d'information des clients, y compris les
réclamations si les clients ne sont pas satisfaits, peut permettre de conserver ou de consolider la fidélité
et l'adhésion du client et accroître la compétitivité au niveau national et international.
— La mise en œuvre du processus décrit dans le présent document peut:
— fournir au réclamant l'accès à un processus de traitement des réclamations ouvert et réactif;
— augmenter la capacité de l'organisme à traiter les réclamations de manière cohérente, systématique
et rapide pour ainsi satisfaire le réclamant et l'organisme;
— augmenter la capacité de l'organisme à identifier les tendances et à éliminer de nombreuses causes
à l'origine des réclamations, améliorant ainsi les activités opérationnelles de l'organisme;
— permettre à l'organisme d'adopter une approche orientée client pour la résolution des réclamations
et encourager le personnel à améliorer ses compétences en collaborant avec des clients;
— servir de base au contrôle permanent et à l'analyse du processus de traitement des réclamations, de
la résolution des réclamations et des améliorations apportées au processus.
L'organisme peut choisir d'utiliser le processus de traitement des réclamations en conjonction avec les
processus externes de résolution des conflits ainsi que les codes de conduite relatifs à la satisfaction
des clients.
Le présent document porte sur la satisfaction des personnes ou des organismes qui sont susceptibles de
recevoir ou qui reçoivent un produit ou un service d'un organisme public ou privé.
0.2 Relation avec l'ISO 9001 et l'ISO 9004
Le présent document est compatible avec l'ISO 9001 et l'ISO 9004 et soutient les objectifs de ces deux
normes grâce à une application efficace et efficiente du processus de traitement des réclamations. Le
présent document peut également être utilisé indépendamment de l’ISO 9001 et de l’ISO 9004.
L'ISO 9001 spécifie les exigences d’un système de management de la qualité. Le processus de traitement
des réclamations décrit dans le présent document (ISO 10002) peut être utilisé comme un élément d'un
système de management de la qualité.
L'ISO 9004 fournit des lignes directrices permettant à un organisme d’obtenir des performances
durables. L'utilisation du présent document (ISO 10002) peut permettre d'améliorer les performances
dans le domaine du traitement des réclamations et d'augmenter la satisfaction des clients et des autres
parties intéressées pertinentes pour contribuer à l'obtention de performances durables. Cela peut
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ISO 10002:2018(F)
également contribuer à l'amélioration continue de la qualité des produits, des services et des processus,
grâce au retour d'information des clients comme des autres parties intéressées pertinentes.
NOTE Hormis les clients et les réclamants, les autres parties intéressées pertinentes peuvent inclure les
fournisseurs, les associations d'industriels et leurs membres, les associations de consommateurs, les agences
gouvernementales pertinentes, le personnel, les propriétaires et les autres parties concernées par le processus
de traitement des réclamations.
0.3 Relation avec l'ISO 10001, l'ISO 10003 et l'ISO 10004
Le présent document est compatible avec l'ISO 10001, l'ISO 10003 et l'ISO 10004. Ces quatre documents
peuvent être utilisés indépendamment ou conjointement. Lorsqu'ils sont utilisés conjointement, le
présent document, l'ISO 10001, l'ISO 10003 et l'ISO 10004 peuvent faire partie d'un cadre intégré plus
large visant à accroître la satisfaction du client par le biais de codes de conduite, du traitement des
réclamations, de la résolution des conflits ainsi que de la surveillance et de la mesure de la satisfaction
du client (voir Annexe A).
L'ISO 10001 contient des lignes directrices relatives aux codes de conduite des organismes liés à
la satisfaction du client. De tels codes de conduite peuvent diminuer la probabilité d'apparition de
problèmes et peuvent éliminer les causes de plaintes et de conflits qui diminuent la satisfaction du client.
L'ISO 10003 contient des lignes directrices relatives à la résolution des conflits concernant les
réclamations liées aux produits et services, qui ne peuvent pas être résolus de manière satisfaisante en
interne. L’ISO 10003 peut aider à minimiser l’insatisfaction du client issue de plaintes non résolues.
L'ISO 10004 contient des lignes directrices relatives à l'établissement de processus efficaces pour la
surveillance et la mesure de la satisfaction du client. Elle est axée sur les clients externes à l'organisme.
Les lignes directrices fournies dans l'ISO 10004 peuvent soutenir l'établissement et la mise en œuvre
d'un processus de traitement des réclamations. Par exemple, les processus décrits dans l'ISO 10004
peuvent aider l'organisme à surveiller et mesurer la satisfaction du client en ce qui concerne le processus
de traitement des réclamations (voir 8.3). De même, les informations issues du processus de traitement
des réclamations peuvent être utilisées pour surveiller et mesurer la satisfaction du client. Par exemple,
la fréquence et le type de réclamations peuvent être un indicateur indirect de la satisfaction du client
(voir l'ISO 10004:2018, 7.3.2).
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NORME INTERNATIONALE ISO 10002:2018(F)
Management de la qualité — Satisfaction des clients —
Lignes directrices pour le traitement des réclamations
dans les organismes
1 Domaine d'application
Le présent document fournit des lignes directrices relatives au processus de traitement des réclamations
relatif aux produits et services au sein d'un organisme, notamment en matière de planification,
conception, développement, fonctionnement, mise à jour et amélioration. Le processus de traitement
des réclamations décrit est destiné à être utilisé en tant que l'un des processus d'un système global de
management de la qualité.
NOTE 1 Tout au long du présent document, les termes « produit » et « service » se rapportent aux éléments de
sortie d'un organisme qui sont destinés à un client ou demandés par celui-ci.
Le présent document est destiné à être utilisé par tout organisme, quels que soient son type, sa taille ou
les produits et services qu'il fournit. Il est également destiné à être utilisé par des organismes de tout
secteur. L'Annexe B fournit des lignes directrices particulièrement destinées aux petites entreprises.
Le présent document aborde les aspects suivants du traitement des réclamations:
a) amélioration de la satisfaction du client en créant un environnement orienté client qui est ouvert au
retour d'information des clients (y compris aux réclamations), en s'engageant à les résoudre tout en
renforçant la capacité de l'organisme à améliorer ses produits et services, y compris son service à la
clientèle;
b) implication et engagement de la direction par le biais de l'acquisition et du déploiement appropriés
des ressources, y compris la formation du personnel;
c) reconnaissance et prise en compte des besoins et des attentes des réclamants;
d) mise à disposition des réclamants d'un processus de traitement des réclamations ouvert, efficace
et simple d'emploi;
e) analyse et évaluation des réclamations afin d'améliorer la qualité des produits et services, y
compris le service à la clientèle;
f) audits du processus de traitement des réclamations;
g) revues de l'efficacité et de l'efficience du processus de traitement des réclamations.
Le présent document ne s’applique pas aux litiges dont la résolution est soumise à l'extérieur de
l'organisme, ni aux litiges relatifs à l'emploi et aux ressources humaines.
2 Références normatives
Les documents suivants cités dans le texte constituent, pour tout ou partie de leur contenu, des
exigences du présent document. Pour les références datées, seule l’édition citée s’applique. Pour les
références non datées, la dernière édition du document de référence s’applique (y compris les éventuels
amendements).
ISO 9000:2015, Systèmes de management de la qualité — Principes essentiels et vocabulaire
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ISO 10002:2018(F)
3 Termes et définitions
Pour les besoins du présent document, les termes et les définitions de l’ISO 9000, ainsi que les suivants,
s’appliquent.
L’ISO et l’IEC tiennent à jour des bases de données terminologiques destinées à être utilisées en
normalisation, consultables aux adresses suivantes:
— ISO Online browsing platform: disponible à l’adresse https: //www .iso .org/obp
— IEC Electropedia: disponible à l’adresse http: //www .electropedia .org/
3.1
réclamant
plaignant
personne, organisme (3.8) ou leur représentant qui formule une réclamation (3.2)
[SOURCE: ISO 10001:2018, 3.2]
3.2
réclamation
toute expression de mécontentement adressée à un organisme (3.8), concernant
son produit ou service, ou le processus de traitement des réclamations lui-même, pour laquelle une
réponse ou une solution est explicitement ou implicitement attendue
Note 1 à l'article: Les réclamations peuvent être faites en rapport avec d'autres processus dans lesquels
l'organisme interagit avec le client (3.3).
Note 2 à l'article: Les réclamations peuvent être transmises directement ou indirectement à l'organisme.
[SOURCE: ISO 9000:2015, 3.9.3, modifiée — Les Notes 1 et 2 à l’article ont été ajoutées.]
3.3
client
personne ou organisme (3.8) qui est susceptible de recevoir ou qui reçoit un produit ou un service
destiné à, ou demandé par, cette personne ou cet organisme
EXEMPLE Consommateur, utilisateur final, détaillant, destinataire d'un produit ou service issu d'un
processus interne, bénéficiaire et acheteur.
Note 1 à l'article: Le client peut être interne ou externe à l'organisme.
[SOURCE: ISO 9000:2015, 3.2.4]
3.4
satisfaction du client
perception du client (3.3) sur le niveau de satisfaction de ses attentes
Note 1 à l'article: Il se peut que les attentes du client ne soient pas connues de l'organisme (3.8), voire du client
en question, jusqu'à ce que le produit ou le service soit fourni. Pour atteindre un niveau élevé de satisfaction
du client, il peut être nécessaire de satisfaire une attente d'un client, même si celle-ci n'est pas formulée, ni
généralement implicite ou obligatoire.
Note 2 à l'article: Les réclamations (3.2) sont un indicateur habituel d'un faible niveau de satisfaction du client,
mais leur absence n'implique pas nécessairement un niveau élevé de satisfaction du client.
Note 3 à l'article: Même lorsque les exigences du client ont été convenues avec lui et satisfaites, cela n'entraîne pas
nécessairement une forte satisfaction du client.
[SOURCE: ISO 9000:2015, 3.9.2]
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ISO 10002:2018(F)
3.5
service à la clientèle
interaction de l'organisme (3.8) avec le client (3.3) tout au long du cycle de vie d'un produit ou d'un service
[SOURCE: ISO 9000:2015, 3.9.4]
3.6
retour d'information
avis, commentaires et expressions de l'intérêt porté à un produit, un service ou
au processus de traitement des réclamations
Note 1 à l'article: Le retour d'information peut être en rapport avec d'autres processus dans lesquels l'organisme
(3.8) interagit avec le client (3.3).
[SOURCE: ISO 9000:2015, 3.9.1, modifiée — La Note 1 à l’article a été ajoutée.]
3.7
partie intéressée
partie prenante
personne ou organisme (3.8) qui peut soit influer sur une décision ou une activité, soit être influencée
ou s’estimer influencée par une décision ou une activité
EXEMPLE Clients (3.3), propriétaires, personnel d'un organisme, prestataires, établissements financiers,
autorités réglementaires, syndicats, partenaires ou société qui peut inclure des concurrents ou des groupes de
pression d'opposition.
[SOURCE: ISO 9000:2015, 3.2.3, modifiée — La Note 1 à l'article a été supprimée.]
3.8
organisme
personne ou groupe de personnes ayant un rôle avec les responsabilités, l’autorité et les relations lui
permettant d'atteindre ses objectifs
Note 1 à l'article: Le concept d'organisme englobe sans s’y limiter, les travailleurs indépendants, les compagnies,
les sociétés, les firmes, les entreprises, les administrations, les partenariats, les associations, les organisations
caritatives ou les institutions, ou bien une partie ou une combinaison des entités précédentes, à responsabilité
limitée ou ayant un autre statut, de droit public ou privé.
[
...
NORMA ISO
INTERNACIONAL 10002
Traducción oficial
Tercera edición
Official translation
2018-07
Traduction officielle
Gestión de la calidad — Satisfacción
del cliente — Directrices para el
tratamiento de las quejas en las
organizaciones
Quality management — Customer satisfaction — Guidelines for
complaints handling in organizations
Management de la qualité — Satisfaction des clients — Lignes
directrices pour le traitement des réclamations dans les organismes
Publicado por la Secretaría Central de ISO en Ginebra, Suiza, como
traducción oficial en español avalada por el Translation
Management Group, que ha certificado la conformidad en relación
con las versiones inglesa y francesa.
Número de referencia
ISO 10002:2018
(traducción oficial)
©
ISO 2018
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ISO 10002:2018 (traducción oficial)
DOCUMENTO PROTEGIDO POR COPYRIGHT
© ISO 2018. Publicado en Suiza
Reservados los derechos de reproducción. Salvo prescripción diferente, o requerido en el contexto de su implementación, no
podrá reproducirse ni utilizarse ninguna parte de esta publicación bajo ninguna forma y por ningún medio, electrónico o
mecánico, incluidos el fotocopiado, o la publicación en Internet o una Intranet, sin la autorización previa por escrito. La
autorización puede solicitarse a ISO en la siguiente dirección o al organismo miembro de ISO en el país solicitante.
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Versión española publicada en 2018
Traducción oficial/Official translation/Traduction officielle
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ISO 10002:2018 (traducción oficial)
Índice Página
Prólogo . v
Prólogo de la versión en español . vi
Introducción . vii
1 Objeto y campo de aplicación .1
2 Referencias normativas.2
3 Términos y definiciones .2
4 Principios de orientación .4
4.1 Generalidades . 4
4.2 Compromiso . 4
4.3 Capacidad . 4
4.4 Transparencia . 4
4.5 Accesibilidad . 4
4.6 Capacidad de respuesta . 4
4.7 Objetividad . 4
4.8 Costos . 4
4.9 Integridad de la información . 4
4.10 Confidencialidad . 5
4.11 Enfoque al cliente . 5
4.12 Rendición de cuentas. 5
4.13 Mejora . 5
4.14 Competencia. 5
4.15 Rapidez . 5
5 Marco de referencia para el tratamiento de las quejas .5
5.1 Contexto de la organización . 5
5.2 Liderazgo y compromiso . 6
5.3 Política . 6
5.4 Responsabilidad y autoridad . 6
6 Planificación, diseño y desarrollo .8
6.1 Generalidades . 8
6.2 Objetivos . 9
6.3 Actividades . 9
6.4 Recursos. 9
7 Operación del proceso de tratamiento de las quejas .9
7.1 Comunicación . 9
7.2 Recepción de las quejas . 10
7.3 Seguimiento de las quejas . 10
7.4 Acuse de recibo de las quejas . 10
7.5 Evaluación inicial de las quejas . 10
7.6 Investigación de las quejas. 10
7.7 Respuesta a las quejas. 10
7.8 Comunicación de la decisión . 11
7.9 Cierre de las quejas . 11
8 Mantenimiento y mejora . 11
8.1 Recopilación de información . 11
8.2 Análisis y evaluación de las quejas . 11
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ISO 10002:2018 (traducción oficial)
8.3 Satisfacción con el proceso de tratamiento de las quejas . 12
8.4 Seguimiento del proceso de tratamiento de las quejas . 12
8.5 Auditoría del proceso de tratamiento de las quejas . 12
8.6 Revisión por la dirección del proceso de tratamiento de las quejas . 12
8.7 Mejora continua . 13
Anexo A (informativo) Interrelación de la Norma ISO 10001, este documento, la Norma
ISO 10003 y la Norma ISO 10004 . 14
Anexo B (informativo) Orientación para las pequeñas empresas . 15
Anexo C (informativo) Formulario para reclamantes . 16
Anexo D (informativo) Objetividad. 18
Anexo E (informativo) Diagrama de flujo del tratamiento de las quejas . 20
Anexo F (informativo) Formulario de seguimiento de quejas . 21
Anexo G (informativo) Respuestas . 25
Anexo H (informativo) Diagrama de flujo de escalamiento . 26
Anexo I (informativo) Seguimiento continuo . 27
Anexo J (informativo) Auditoría . 30
Bibliografía . 31
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ISO 10002:2018 (traducción oficial)
Prólogo
ISO (Organización Internacional de Normalización) es una federación mundial de organismos
nacionales de normalización (organismos miembros de ISO). El trabajo de elaboración de las Normas
Internacionales se lleva a cabo normalmente a través de los comités técnicos de ISO. Cada organismo
miembro interesado en una materia para la cual se haya establecido un comité técnico, tiene el derecho
de estar representado en dicho comité. Las organizaciones internacionales, gubernamentales y no
gubernamentales, vinculadas con ISO, también participan en el trabajo. ISO colabora estrechamente con
la Comisión Electrotécnica Internacional (IEC) en todos los temas de normalización electrotécnica.
En la Parte 1 de las Directivas ISO/IEC se describen los procedimientos utilizados para desarrollar este
documento y aquellos previstos para su mantenimiento posterior. En particular debería tomarse nota de
los diferentes criterios de aprobación necesarios para los distintos tipos de documentos ISO. Este
documento ha sido redactado de acuerdo con las reglas editoriales de la Parte 2 de las Directivas ISO/IEC
(véase www.iso.org/directives).
Se llama la atención sobre la posibilidad de que algunos de los elementos de este documento puedan
estar sujetos a derechos de patente. ISO no asume la responsabilidad por la identificación de alguno o
todos los derechos de patente. Los detalles sobre cualquier derecho de patente identificado durante el
desarrollo de este documento se indicarán en la Introducción y/o en la lista ISO de declaraciones de
patente recibidas (véase www.iso.org/patents).
Cualquier nombre comercial utilizado en este documento es información que se proporciona para
comodidad del usuario y no constituye una recomendación.
Para una explicación de la naturaleza voluntaria de las normas, el significado de los términos específicos
de ISO y las expresiones relacionadas con la evaluación de la conformidad, así como la información
acerca de la adhesión de ISO a los principios de la Organización Mundial del Comercio (OMC) respecto a
los Obstáculos Técnicos al Comercio (OTC), véase www.iso.org/iso/foreword.html.
Este documento ha sido elaborado por el Comité Técnico ISO/TC 176, Gestión y aseguramiento de la
calidad, Subcomité SC 3, Técnicas de apoyo.
Esta tercera edición anula y sustituye a la segunda edición (ISO 10002:2014) que ha sido revisada
técnicamente.
Los cambios principales en comparación con la edición previa son los siguientes:
— alineamiento con la Norma ISO 9000:2015;
— alineamiento con la Norma ISO 9001:2015;
— alineamiento mejorado con las Normas ISO 10001, ISO 10003 e ISO 10004.
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ISO 10002:2018 (traducción oficial)
Prólogo de la versión en español
Esta Norma Internacional ha sido traducida por el Grupo de Trabajo “Spanish Translation Task Group”
del Comité Técnico ISO/TC 176, Gestión y aseguramiento de la calidad, en el que participan
representantes de los organismos nacionales de normalización y representantes del sector empresarial
de los siguientes países:
Argentina, Bolivia, Chile, Colombia, Costa Rica, Cuba, Ecuador, El Salvador, España, México, Panamá,
Perú, República Dominicana y Uruguay.
Igualmente, en el citado Grupo de Trabajo participan representantes de COPANT (Comisión
Panamericana de Normas Técnicas) y de INLAC (Instituto Latinoamericano de Aseguramiento de la
calidad).
Esta traducción es parte del resultado del trabajo que el Grupo ISO/TC 176/STTF viene desarrollando
desde su creación en el año 1999 para lograr la unificación de la terminología en lengua española en el
ámbito de la gestión de la calidad.
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ISO 10002:2018 (traducción oficial)
Introducción
0.1 Generalidades
Este documento proporciona orientación a las organizaciones para diseñar, desarrollar, implementar,
mantener y mejorar un proceso de tratamiento de las quejas eficaz y eficiente para todo tipo de
actividades comerciales o no comerciales, incluyendo a las relacionadas con el comercio electrónico.
Está destinada a beneficiar a la organización y a sus clientes, reclamantes y otras partes interesadas
pertinentes.
La información obtenida a través del proceso de tratamiento de las quejas puede llevar a mejoras en los
productos, servicios y procesos y, cuando las quejas se tratan apropiadamente, puede mejorar la
reputación de la organización, independientemente de su tamaño, ubicación y sector. En un mercado
globalizado, el valor de utilizar una Norma Internacional se hace más evidente ya que ésta proporciona
confianza de un tratamiento coherente de las quejas.
Un proceso de tratamiento de las quejas eficaz y eficiente refleja las necesidades y expectativas tanto de
las organizaciones que proveen los productos y servicios como de quienes los reciben.
El tratamiento de las quejas a través de un proceso como está descrito en este documento puede
incrementar la satisfacción del cliente. Alentando la retroalimentación del cliente, incluyendo las quejas
si los clientes no están satisfechos, se pueden ofrecer oportunidades para conservar o incrementar la
lealtad y aprobación del cliente, y mejorar la competitividad local e internacional.
La implementación del proceso descrito en este documento puede:
— proporcionar al reclamante acceso a un proceso de tratamiento de las quejas abierto y sencillo;
— incrementar la capacidad de la organización de resolver las quejas de forma coherente, sistemática
y responsable para lograr la satisfacción del reclamante y de la organización;
— incrementar la habilidad de la organización para identificar tendencias, eliminar las causas de las
quejas y mejorar las operaciones de la organización;
— ayudar a la organización a crear un enfoque centrado en el cliente para la resolución de las quejas y
motivar al personal a mejorar sus habilidades en el trabajo con los clientes;
— proporcionar una base para la revisión y análisis continuo del proceso de tratamiento de las quejas,
su resolución y los procesos de mejora realizados.
Las organizaciones pueden utilizar, el proceso de tratamiento de las quejas junto con los procesos
externos de resolución de conflictos y los códigos de conducta relativos a la satisfacción del cliente.
El enfoque de este documento es la satisfacción de las personas u organizaciones que podrían recibir, o
reciben, un producto o un servicio de una organización pública o privada.
0.2 Relación con las Normas ISO 9001 e ISO 9004
Este documento es compatible con las Normas ISO 9001 e ISO 9004, y da apoyo a los objetivos de las
dos normas a través de la aplicación eficaz y eficiente del proceso de tratamiento de las quejas. Este
documento también se puede utilizar de forma independiente de las Normas ISO 9001 e ISO 9004.
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ISO 10002:2018 (traducción oficial)
La Norma ISO 9001 especifica requisitos para un sistema de gestión de la calidad. El proceso de
tratamiento de las quejas descrito en este documento (ISO 10002) puede utilizarse como un elemento de
un sistema de gestión de la calidad.
La Norma ISO 9004 proporciona orientación para lograr el éxito sostenido de una organización. El uso
de este documento (ISO 10002) puede promover la mejora del desempeño en las áreas de tratamiento
de las quejas e incrementar la satisfacción del cliente y de otras partes interesadas pertinentes para
facilitar el logro del éxito sostenido. Esto también puede facilitar la mejora continua de la calidad de los
productos, servicios y procesos basándose en la retroalimentación del cliente y de otras partes
interesadas pertinentes.
NOTA Aparte de los clientes y los reclamantes, otras partes interesadas pueden incluir proveedores,
asociaciones industriales y sus miembros, organizaciones de consumidores, agencias gubernamentales
pertinentes, personal, propietarios y otros que estén afectados por el proceso de tratamiento de las quejas.
0.3 Relación con las Normas ISO 10001, ISO 10003 e ISO 10004
Este documento es compatible con las Normas ISO 10001, ISO 10003 e ISO 10004. Estos cuatro
documentos pueden utilizarse independientemente o en forma conjunta. Cuando se usan juntos, este
documento, la Norma ISO 10001, la Norma ISO 10003 y la Norma ISO 10004 pueden ser parte de un
marco más amplio e integrado para mejorar la satisfacción del cliente a través de códigos de conducta,
resolución de conflictos, seguimiento y medición de la satisfacción de los clientes y tratamiento de las
quejas (véase el Anexo A).
ISO 10001 contiene orientación sobre códigos de conducta para organizaciones relacionadas con la
satisfacción del cliente. Tales códigos de conducta pueden disminuir la probabilidad de que surjan
problemas y pueden eliminar las causas de quejas y conflictos que pueden disminuir la satisfacción del
cliente.
ISO 10003 contiene directrices sobre la resolución de conflictos relativas a quejas relacionadas con
productos y servicios que no pudieron resolverse internamente de forma satisfactoria. ISO 10003 puede
ayudar a minimizar la insatisfacción de los clientes que provienen de quejas no resueltas.
ISO 10004 contiene orientación sobre el establecimiento de procesos efectivos para monitorear y medir
la satisfacción del cliente. Se centra en clientes externos a la organización. Las directrices dadas en
ISO 10004 pueden apoyar el establecimiento y la implementación de un proceso de tratamiento de las
quejas. Por ejemplo, los procesos descritos en ISO 10004 pueden ayudar a la organización a monitorear
y medir la satisfacción del cliente con el proceso de tratamiento de las quejas (ver 8.3). Asimismo, la
información de un proceso de tratamiento de reclamaciones puede ser utilizada para monitorear y
medir la satisfacción del cliente. Por ejemplo, la frecuencia y el tipo de quejas pueden ser un indicador
indirecto de la satisfacción del cliente (véase la Norma ISO 10004:2018, 7.3.2).
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ISO 10002:2018 (traducción oficial)
NORMA INTERNACIONAL
Gestión de la calidad — Satisfacción del cliente — Directrices
para el tratamiento de las quejas en las organizaciones
1 Objeto y campo de aplicación
Este documento proporciona orientación sobre el proceso de tratamiento de las quejas relacionadas con
los productos y servicios en una organización, incluyendo la planificación, el desarrollo, el diseño, la
operación, el mantenimiento y la mejora. El proceso de tratamiento de las quejas descrito es apropiado
para utilizarlo como uno de los procesos de un sistema de gestión de la calidad global.
NOTA A lo largo de este documento, los términos "producto" y "servicio" se refieren a los resultados de una
organización que están destinados para, o requeridos por, un consumidor.
Este documento está destinado a ser utilizado por cualquier organización independientemente de su
tipo o tamaño, o de los productos y servicios que proporciona. También está previsto para su uso por
organizaciones de todos los sectores. El Anexo B proporciona una guía específica para pequeñas
empresas.
Este documento aborda los siguientes aspectos del tratamiento de las quejas:
a) incrementa la satisfacción del cliente mediante la creación de un ambiente de enfoque al cliente, el
cual está abierto a la retroalimentación (incluidas la quejas), la resolución de cualquier queja
recibida, aumentando la capacidad de la organización para mejorar sus productos y servicios,
incluyendo el servicio al cliente;
b) la participación activa y el compromiso de la alta dirección a través de la adecuada provisión y
disposición de los recursos, incluida la formación del personal;
c) reconoce y se ocupa de la necesidades y expectativas de los reclamantes;
d) proporciona a los reclamantes un proceso de las quejas abierto, eficaz y fácil de utilizar;
e) analiza y evalúa las quejas con respecto a la mejora de la calidad de los productos y servicios,
incluyendo el servicio al cliente;
f) audita el proceso de tratamiento de las quejas;
g) revisa la eficacia y eficiencia del proceso de tratamiento de las quejas.
Esta Norma Internacional no es aplicable para la resolución de conflictos fuera de la organización ni
para la resolución de conflictos laborales.
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ISO 10002:2018 (traducción oficial)
2 Referencias normativas
Los siguientes documentos se referencian en el texto de tal forma que parte o la totalidad de su
contenido constituyen requisitos de este documento. Para las referencias con fecha, sólo aplica la
edición citada. Para las referencias sin fecha se aplica la última edición del documento de referencia
(incluyendo cualquier modificación).
ISO 9000:2015, Sistemas de gestión de la calidad — Fundamentos y vocabulario
3 Términos y definiciones
Para los fines de este documento, se aplican los términos y definiciones incluidos en la Norma
ISO 9000:2015.
ISO e IEC mantienen bases de datos terminológicas para su utilización en normalización en las
siguientes direcciones:
— Plataforma de búsqueda en línea de ISO: disponible en http://www.iso.org/obp
— Electropedia de IEC: disponible en http://www.electropedia.org/
3.1
reclamante
persona, organización (3.8) o su representante, que expresa una queja (3.2)
[FUENTE: ISO 10001:2018, 3.2]
3.2
queja
expresión de insatisfacción hecha a una organización (3.8), relativa a su
producto o servicio, o al propio proceso de tratamiento de quejas, donde explícita o implícitamente se
espera una respuesta o resolución
Nota 1 a la entrada: Las quejas pueden hacerse en relación con otros procesos en los que la organización
interactúa con el cliente (3.3).
Nota 2 a la entrada: Las quejas pueden realizarse directa o indirectamente a la organización.
[FUENTE: ISO 9000:2015, 3.9.3, modificada — Se han añadido las notas 1 y 2]
3.3
cliente
persona u organización (3.8) que podría recibir o que recibe un producto o un servicio destinado a esa
persona u organización o requerido por ella
EJEMPLO Consumidor, usuario final, minorista, receptor de producto o servicio de un proceso interno,
beneficiario y comprador.
Nota 1 a la entrada: Un cliente puede ser interno o externo a la organización.
[FUENTE: ISO 9000:2015, 3.2.4]
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ISO 10002:2018 (traducción oficial)
3.4
satisfacción del cliente
percepción del cliente (3.3) sobre el grado en que se han cumplido las expectativas de los clientes
Nota 1 a la entrada: Puede que la expectativa del cliente no sea conocida por la organización (3.8), o incluso por
el propio cliente, hasta que el producto o servicio se entregue. Para alcanzar una alta satisfacción del cliente puede
ser necesario cumplir una expectativa de un cliente; incluso si no está declarada ni está generalmente implícita, ni
es obligatoria.
Nota 2 a la entrada: Las quejas (3.2) son un indicador habitual de baja satisfacción del cliente, pero la ausencia
de las mismas no implica necesariamente una elevada satisfacción del cliente.
Nota 3 a la entrada: Incluso cuando los requisitos del cliente se han acordado con el cliente y éstos se han
cumplido, esto no asegura necesariamente una elevada satisfacción del cliente.
[FUENTE: ISO 9000:2015, 3.9.2]
3.5
servicio al cliente
interacción de la organización (3.8) con el cliente (3.3) a lo largo del ciclo de vida de un producto o un
servicio
[FUENTE: ISO 9000:2015, 3.9.4]
3.6
retroalimentación
opiniones, comentarios y muestras de interés por un producto, un servicio o
un proceso de tratamiento de quejas
Nota 1 a la entrada: La retroalimentación puede darse en relación con otros procesos en los que la
organización (3.8) interactúa con el cliente (3.3).
[FUENTE: ISO 9000:2015, 3.9.1, modificada — Se ha añadido la nota 1 a la entrada]
3.7
parte interesada
persona u organización (3.8) que puede afectar, verse afectada o percibirse como afectada por una
decisión o actividad
EJEMPLO Clientes (3.3), propietarios, personas de una organización, proveedores, banca, legisladores,
sindicatos, socios o sociedad que puede incluir competidores o grupos de presión con intereses opuestos.
[FUENTE: ISO 9000:2015, 3.2.3, modificada — Se ha eliminado la nota 1 a la entrada]
3.8
organización
persona o grupo de personas que tiene sus propias funciones con responsabilidades, autoridades y
relaciones para lograr sus objetivos
Nota 1 a la entrada: El concepto organización incluye, ente otros, un trabajador independiente, compañía,
corporación, firma, empresa, autoridad, sociedad, asociación, organización benéfica o institución, o una parte o
combinación de éstas, ya estén constituidas o no, públicas o privadas.
[FUENTE: ISO 9000:2015, 3.2.1, modificada — Se ha eliminado la nota 2 a la entrada]
Traducción oficial/Official translation/Traduction officielle
© ISO 2018 — Todos los derechos reservados 3
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ISO 10002:2018 (traducción oficial)
4 Principios de orientación
4.1 Generalidades
Para el tratamiento eficaz y eficiente de las queja
...
SLOVENSKI STANDARD
oSIST ISO/DIS 10002:2017
01-september-2017
Vodenje kakovosti - Zadovoljstvo odjemalcev - Smernice za ravnanje s pritožbami
v organizacijah
Quality management - Customer satisfaction - Guidelines for complaints handling in
organizations
Management de la qualité - Satisfaction des clients - Lignes directrices pour le traitement
des réclamations dans les organismes
Ta slovenski standard je istoveten z: ISO/DIS 10002
ICS:
03.100.70 Sistemi vodenja Management systems
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
oSIST ISO/DIS 10002:2017 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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oSIST ISO/DIS 10002:2017
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oSIST ISO/DIS 10002:2017
DRAFT INTERNATIONAL STANDARD
ISO/DIS 10002
ISO/TC 176/SC 3 Secretariat: NEN
Voting begins on: Voting terminates on:
2017-06-02 2017-08-24
Quality management — Customer satisfaction —
Guidelines for complaints handling in organizations
Management de la qualité — Satisfaction des clients — Lignes directrices pour le traitement des
réclamations dans les organismes
ICS: 03.120.10
THIS DOCUMENT IS A DRAFT CIRCULATED
FOR COMMENT AND APPROVAL. IT IS
THEREFORE SUBJECT TO CHANGE AND MAY
NOT BE REFERRED TO AS AN INTERNATIONAL
STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS
BEING ACCEPTABLE FOR INDUSTRIAL,
This document is circulated as received from the committee secretariat.
TECHNOLOGICAL, COMMERCIAL AND
USER PURPOSES, DRAFT INTERNATIONAL
STANDARDS MAY ON OCCASION HAVE TO
BE CONSIDERED IN THE LIGHT OF THEIR
POTENTIAL TO BECOME STANDARDS TO
WHICH REFERENCE MAY BE MADE IN
Reference number
NATIONAL REGULATIONS.
ISO/DIS 10002:2017(E)
RECIPIENTS OF THIS DRAFT ARE INVITED
TO SUBMIT, WITH THEIR COMMENTS,
NOTIFICATION OF ANY RELEVANT PATENT
RIGHTS OF WHICH THEY ARE AWARE AND TO
©
PROVIDE SUPPORTING DOCUMENTATION. ISO 2017
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oSIST ISO/DIS 10002:2017
ISO/DIS 10002:2017(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2017, Published in Switzerland
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior
written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of
the requester.
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ii © ISO 2017 – All rights reserved
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oSIST ISO/DIS 10002:2017
ISO/DIS 10002:2017(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Guiding principles . 3
4.1 General . 3
4.2 Commitment . 3
4.3 Capacity . 3
4.4 Transparency . 3
4.5 Accessibility . 3
4.6 Responsiveness . 3
4.7 Objectivity . 4
4.8 Charges . 4
4.9 Information integrity . 4
4.10 Confidentiality . 4
4.11 Customer-focused approach . 4
4.12 Accountability . 4
4.13 Improvement . 4
4.14 Competence . 4
4.15 Timeliness . 4
5 Complaints-handling framework . 4
5.1 Context of the organization . 4
5.2 Leadership and commitment . 5
5.3 Policy . 5
5.4 Responsibility and authority . 5
6 Planning, design and development . 7
6.1 General . 7
6.2 Objectives. 7
6.3 Activities . 7
6.4 Resources . 7
7 Operation of complaints-handling process . 8
7.1 Communication . 8
7.2 Receipt of complaints . 8
7.3 Tracking of complaints . 8
7.4 Acknowledgement of complaints . 8
7.5 Initial assessment of complaints . 9
7.6 Investigation of complaints . 9
7.7 Response to complaints . 9
7.8 Communicating the decision . 9
7.9 Closing complaints . 9
8 Maintenance and improvement . 9
8.1 Collection of information . 9
8.2 Analysis and evaluation of complaints .10
8.3 Satisfaction with the complaint-handling process .10
8.4 Monitoring of the complaint-handling process .10
8.5 Auditing of the complaint-handling process .10
8.6 Management review of the complaints-handling process .10
8.7 Continual improvement .11
Annex A (informative) Inter-relationship of ISO 10001, ISO 10002, ISO 10003 and ISO 10004 .12
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Annex B (informative) Guidance for small business .13
Annex C (informative) Form for complaint .14
Annex D (informative) Objectivity .16
Annex E (informative) Complaint-handling flowchart .18
Annex F (informative) Complaint follow-up form .19
Annex G (informative) Responses .23
Annex H (informative) Escalation flowchart .24
Annex I (informative) Continual monitoring .25
Annex J (informative) Audit .28
Bibliography .29
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oSIST ISO/DIS 10002:2017
ISO/DIS 10002:2017(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/ patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the meaning of ISO specific terms and expressions related to conformity assessment,
as well as information about ISO’s adherence to the World Trade Organization (WTO) principles in the
Technical Barriers to Trade (TBT) see the following URL: www . i so .org/ iso/ foreword .html.
The committee responsible for this document is ISO/TC 176, Quality management and quality assurance,
Subcommittee SC 3, Supporting technologies.
This second edition cancels and replaces the second edition (ISO 10002:2012). This edition has sought
to improve the alignment of ISO 10002 with ISO 9001:2015.
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Introduction
0.1 General
This International Standard provides guidance for organizations to plan, design, develop, operate,
maintain and improve an effective and efficient complaints-handling process for all types of commercial
or non-commercial activities, including those related to electronic commerce. It is intended to benefit
an organization and its customers, complainants, and other relevant interested parties.
The information obtained through the complaints-handling process can lead to improvements in
products, services and processes and, where the complaints are properly handled, can improve the
reputation of the organization, regardless of size, location, and sector. In a global marketplace, the
value of an International Standard becomes more evident since it provides confidence in the consistent
treatment of complaints.
An effective and efficient complaints-handling process reflects the needs and expectations of both the
organizations supplying products and services and those who are the recipients of those products and
services.
The handling of complaints through a process as described in this International Standard can enhance
customer satisfaction. Encouraging customer feedback, including complaints if customers are not
satisfied, can offer opportunities to maintain or enhance customer loyalty and approval, and improve
domestic and international competitiveness.
— Implementation of the process described in this International Standard can
— provide a complainant with access to an open and responsive complaints-handling process,
— enhance the ability of the organization to resolve complaints in a consistent, systematic, and
responsive manner, to the satisfaction of the complainant and the organization,
— enhance the ability of an organization to identify trends and eliminate causes of complaints, and
improve the organization’s operations,
— help an organization create a customer-focused approach to resolving complaints, and encourage
personnel to improve their skills in working with customers, and
— provide a basis for continual review and analysis of the complaints-handling process, the resolution
of complaints, and process improvements made.
Organizations can use the complaints-handling process in conjunction with customer satisfaction codes
of conduct and external dispute resolution processes.
The satisfaction of persons or organizations that could or do receive a product or a service from a public
or a private organization is the focus of this International Standard.
0.2 Relationship with ISO 9001 and ISO 9004
This International Standard is compatible with ISO 9001 and ISO 9004, and supports the objectives
of these two International Standards through the effective and efficient application of a complaints-
handling process. It can also be used independently of them.
ISO 9001 specifies requirements for a quality management system that can be used for internal
application by organizations, or for certification, or for contractual purposes. The process for complaints
handling described in this International Standard (ISO 10002) can be used as an element of a quality
management system.
ISO 9004 provides guidance on managing for the sustained success of an organization. The use of this
International Standard (ISO 10002) can enhance performance in the area of complaints handling and
increase the satisfaction of customers and other relevant interested parties to facilitate the achievement
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of sustained success. It can also facilitate the continual improvement of the quality of products, services
and processes based on feedback from customers and other relevant interested parties.
0.3 Relationship with ISO 10001, ISO 10003 and ISO 10004
This International Standard is compatible with ISO 10001, ISO 10003 and ISO 10004. These four
International Standards can be used either independently or in conjunction with each other. When used
together, this International Standard, ISO 10001, ISO 10003, and ISO 10004 can be part of a broader
and integrated framework for enhanced customer satisfaction through codes of conduct, complaints
handling, dispute resolution and monitoring and measurement of customer satisfaction (see Annex A).
ISO 10001 contains guidance on codes of conduct for organizations related to customer satisfaction.
Such codes of conduct can decrease the probability of problems arising and can eliminate causes of
complaints and disputes which can decrease customer satisfaction.
ISO 10003 contains guidance on the resolution of disputes regarding product-and service-related
complaints that could not be satisfactorily resolved internally. ISO 10003 can help to minimize customer
dissatisfaction stemming from unresolved complaints.
ISO 10004 contains guidance on establishing effective processes for monitoring and measuring
customer satisfaction. Its focus is on customers external to the organization. Guidelines given in
ISO 10004 can support the establishment and implementation of a complaints-handling process. For
example, the processes described in ISO 10004 can assist the organization in monitoring and measuring
customer satisfaction with the complaints-handling process (see 8.3). Likewise, information from
a complaints-handling process can be used in monitoring and measuring customer satisfaction. For
example, the frequency and type of complaints can be an indirect indicator of customer satisfaction
(see ISO 10004, 7.3.2).
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oSIST ISO/DIS 10002:2017
DRAFT INTERNATIONAL STANDARD ISO/DIS 10002:2017(E)
Quality management — Customer satisfaction —
Guidelines for complaints handling in organizations
1 Scope
This International Standard provides guidance on the process of complaints handling related to
products and services within an organization, including planning, design, development, operation,
maintenance, and improvement. The complaints-handling process described is suitable for use as one
of the processes of an overall quality management system.
Note 1 to entry This International Standard is not applicable to disputes referred for resolution outside the
organization or for employment-related disputes.
This International Standard is intended for use by any organization regardless of its type or size, or the
products and services it provides. It is also intended for use by organizations in all sectors. Annex B
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 products and services, including 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 quality of products and services,
including customer service;
f) auditing of the complaints-handling process;
g) reviewing the effectiveness and efficiency of the complaints-handling process.
2 Normative references
The following documents, in whole or in part, are normatively referenced in this document and are
indispensable for its application. For dated references, only the edition cited applies. For undated
references, the latest edition of the referenced document (including any amendments) applies.
ISO 9000, Quality management systems — Fundamentals and vocabulary
3 Terms and definitions
1)
For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply.
1) All terms and definitions of ISO standards can be previewed on the Online Browsing Platform (OBP), https://
www .iso .org/ obp/ ui/ #search.
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3.1
complaintant
person, organization (3.8) or their representative, making a complaint (3.2)
[SOURCE: ISO 10001-20xx, 3.2]
3.2
complaint
expression of dissatisfaction made to an organization (3.8), related to its
product or service, or the complaints-handling process itself, where a response or resolution is explicitly
or implicitly expected
[SOURCE: ISO 9000:2015, 3.9.3]
Note 1 to entry: Complaints can be made in relation to other processes where the organization interacts with the
customer.
Note 2 to entry: Complaints can be made directly or indirectly to the organization.
3.3
customer
person or organization (3.8) that could or does receive a product or a service that is intended for or
required by this person or organization
EXAMPLE Consumer, client, end-user, retailer, receiver of product or service from an internal process,
beneficiary and purchaser.
Note 1 to entry: A customer can be internal or external to the organization.
[SOURCE: ISO 9000:2015, 3.2.4]
3.4
customer satisfaction
customer’s (3.3) perception of the degree to which the customer’s expectations have been fulfilled
Note 1 to entry: It can be that the customer’s expectation is not known to the organization, or even to the
customer in question, until the product or service is delivered. It can be necessary for achieving high customer
satisfaction to fulfil an expectation of a customer even if it is neither stated nor generally implied or obligatory.
Note 2 to entry: Complaints are a common indicator of low customer satisfaction but their absence does not
necessarily imply high customer satisfaction.
Note 3 to entry: Even when customer requirements have been agreed with the customer and fulfilled, this does
not necessarily ensure high customer satisfaction.
[SOURCE: ISO 9000:2015, 3.9.2]
3.5
customer service
interaction of the organization (3.8) with the customer (3.3) throughout the life cycle of a product or
a service
[SOURCE: ISO 9000:2015, 3.9.4]
3.6
feedback
opinions, comments and expressions of interest in a product, a service or a
complaints-handling process
[SOURCE: ISO 9000:2015, 3.9.1]
Note 1 to entry: Feedback can be given in relation to other processes where the organization interacts with the
customer.
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3.7
stakeholder
person or organization (3.8) that can affect, be affected by, or perceive itself to be affected by a decision
or activity
EXAMPLE Customers, owners, people in an organization, providers, bankers, regulators, unions, partners or
society that can include competitors or opposing pressure groups.
[SOURCE: ISO 9000:2015, 3.2.3, modified — Note 1 to entry has been deleted]
3.8
organization
person or group of people that has its own functions with responsibilities, authorities and relationships
to achieve its objectives
Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation,
firm, enterprise, authority, partnership, association, charity or institution, or part or combination thereof,
whether incorporated or not, public or private.
[SOURCE: ISO 9000:2015, 3.2.1, modified — Note 2 to entry has been deleted]
4 Guiding principles
4.1 General
Adherence to the guiding principles set out in 4.2 to 4.15 is recommended for effective handling of
complaints.
4.2 Commitment
The organization should be actively committed to defining and implementing a complaints-handling
process.
4.3 Capacity
Sufficient resources should be made available and committed to complaints handling, and managed
effectively and efficiently.
4.4 Transparency
The complaints-handling process should be communicated to customers, personnel and other relevant
interested parties and individual complainants should be provided with adequate information about
the handling of their complaint.
4.5 Accessibility
A complaints-handling process should be easily accessible to all complainants. Information should be
made available on the details of making and resolving complaints. The complaints-handling process
and supporting information should be e
...
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