Draft Details

Designation:CSA ISO 10002
Review start date:Nov 20, 2019
Review end date:Jan 20, 2020
Contact email:sue.ruscetta(at)csagroup.org
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Draft Scope/Description:

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
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.

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