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Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
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STANDARD published on 1.2.2019
Designation standards: ČSN ISO 10002
Classification mark: 010339
Catalog number: 506789
Publication date standards: 1.2.2019
SKU: NS-935671
The number of pages: 44
Approximate weight : 132 g (0.29 lbs)
Country: Czech technical standard
Category: Technical standards ČSN
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:
This document does not apply to disputes referred for resolution outside the organization or for employment-related disputes
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Latest update: 2025-04-21 (Number of items: 2 197 286)
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