ISO 10002

The International Organization for Standardization (ISO) 10002:2004 provides guidelines for how an organization should handle complaints about its products. This covers design, planning, implementation, upkeep, and improvement phases. The complaint handling procedure outlined can be part of a comprehensive quality management system. ISO 10002: 2004 does not address two categories of disputes: those about employment and those referred for settlement outside of the organization.

Furthermore, it is made to be used by businesses of all sizes and in all sectors of the economy. Annex A of the International Organization for Standardization 10002:2014 guides handling product-related complaints inside an organization, focusing on small businesses. This covers design, planning, implementation, upkeep, and improvement phases. The complaint handling procedure outlined can be part of a comprehensive quality management system.

Employment-related conflicts and disputes filed outside the organization are not covered under ISO 10002:2014.