ISO 10002:2018 is the international standard that provides guidelines for the effective handling of customer complaints within an organization's quality management system. It helps businesses establish a well-structured and transparent process for receiving, managing, and resolving complaints in a way that enhances customer satisfaction and trust. The standard is applicable to organizations of all sizes and sectors, aiming to improve customer relationships through a consistent, fair, and responsive approach to grievance redressal.

By implementing ISO 10002:2018, organizations can create a customer-focused environment that encourages feedback, addresses concerns efficiently, and continuously improves products and services based on real user experiences. The standard emphasizes principles such as accessibility, objectivity, responsiveness, accountability, and confidentiality throughout the complaint-handling process. It ensures that complaints are treated as valuable opportunities to learn and adapt, rather than as isolated issues to be managed.

Adopting ISO 10002:2018 demonstrates an organization's commitment to high-quality customer service and continuous improvement. It enhances the credibility of the brand, builds customer loyalty, and can significantly reduce the risk of reputational damage. At ExpertISO, we help organizations design and implement complaint management systems aligned with ISO 10002:2018—ensuring that customer voices are heard, respected, and acted upon with professionalism and care.