Training course for this certification.

WHAT IS ISO 10002:2018

ISO 10002:2018 - Enhancing Customer Satisfaction through Effective Complaint Handling.

ISO 10002 serves as a comprehensive guideline for organizations in effectively managing customer complaints. By following the customer complaint steps and processes outlined below, businesses can ensure a customer-centric approach to addressing grievances:

1. Receiving and Recording Complaints: Upon receiving an initial complaint, it is crucial to record all relevant information along with a unique identifier code. This record should include the desired resolution and any other pertinent details for efficient complaint handling.

2. Tracking Complaints: Each complaint should be diligently tracked throughout the entire process until it is satisfactorily resolved, or a final decision is reached. Regular status updates, at predetermined intervals or upon request, should be provided to the complainant. Throughout the complaint handling process, courteous treatment and transparent communication are essential.

3. Acknowledging Complaints: Prompt acknowledgement of each complaint is vital to reassure the complainant. This acknowledgment can be communicated immediately through channels like phone or email.

4. Initial Assessment of Complaints: After receipt, complaints should undergo an initial assessment based on criteria such as severity, complexity, and potential impact. Urgent complaints, such as those related to health and safety, should be addressed with priority and resolved promptly.

5. Investigation of Complaints: Every effort should be made to investigate the relevant circumstances surrounding each complaint. The level of investigation should align with the seriousness, frequency, and severity of the complaint. Thoroughness in the investigation process demonstrates a commitment to resolving issues effectively.

6. Response to Complaints: Following a comprehensive investigation, the organization should provide a response that addresses the complaint, corrects the problem, and implements preventive measures for future occurrences. This proactive approach demonstrates a commitment to customer satisfaction and continuous improvement.

7. Communicating the Decision: Once a decision or action has been taken regarding the complaint, it should be promptly communicated to the complainant and any involved personnel. Transparent communication ensures that all relevant parties are informed of the outcome.

Benefits of ISO 10002:2018 Implementation and Certification

ISO 10002 certification is conducted by independent auditors and experts who possess extensive experience and training in auditing compliance with ISO 10000 standards, including ISO 10002. These professionals are well-versed in the specific requirements of organizations within various industries.

Successful completion of the certification procedure results in the issuance of a Certificate of Conformity. This official document confirms that the organization's customer complaint evaluation system aligns with the requirements outlined in the ISO 10002 standard. By achieving ISO 10002 certification, businesses gain the following advantages:

- Improved customer satisfaction through effective complaint handling,

- Enhanced customer retention and loyalty,

- Streamlined complaint management processes,

- Clear and transparent communication with customers,

- Opportunities for continuous improvement in addressing customer grievances,

By embracing ISO 10002 and obtaining certification, organizations demonstrate their commitment to providing exceptional customer service and addressing complaints promptly and effectively.


At ACS Canada, we recognize the paramount importance of Customer Complaint Evaluation System certification as a means to verify an organization's adherence to the ISO 10002 standard's requirements. Our commitment to delivering exceptional services is underscored by our team of independent, competent auditors and experts. These professionals possess extensive experience and specialized training in conducting audits to ensure compliance with the ISO 10000 standard series, with a specific focus on ISO 10002, and hold a deep understanding of the organization's operational domain.

Upon successful completion of the certification process, our clients are presented with a Certificate of Conformity, a document that serves as tangible evidence of the organization's compliance with the ISO 10002 standard's requirements. We take great pride in providing this recognition, which signifies that the organization's customer complaint evaluation system aligns with the guidelines set forth by ISO 10002.

ISO 10002, a set of standards developed by the International Organization for Standardization (ISO), offers enterprises a comprehensive framework for establishing effective customer complaint handling and resolution practices, ensuring they address customer concerns in a timely and satisfactory manner. Specifically, ISO 10002 focuses on defining a customer complaint management system that assists organizations in delivering superior service and meeting customer needs.

By conforming to ISO 10002, organizations demonstrate their commitment to quality management and their ability to effectively handle and resolve customer complaints, thereby enhancing customer satisfaction. ISO 10002 certification not only enhances an organization's reputation but also serves as a valuable tool for building trust, customer retention, and continuous improvement. These standards are applicable to businesses across diverse industries due to their generic and universal nature.

At ACS Canada, we are dedicated to delivering customer-centric services that empower organizations to excel in addressing customer complaints and fostering strong relationships. Our certification process for the Customer Complaint Evaluation System is designed to add value, promote continuous improvement, and enable our clients to thrive in today's competitive business landscape. When working with ACS Canada to obtain the ISO 10002 certification for your company, you can benefit from a range of advantages:

1. Expertise and Experience: ACS Canada has extensive expertise and experience in certification services, including ISO standards. Our knowledgeable auditors possess in-depth understanding of ISO 10002 requirements, ensuring a thorough and accurate assessment of your organization's customer complaint management system.

2. Validity: ACS Canada provides certification services that are reliable and conform to internationally recognized standards. Certification from ACS Canada carries weight and credibility in the industry, enhancing the reputation and credibility of your organization.

3. Customized Approach: ACS Canada recognizes that each organization is unique and has specific requirements. We tailor our certification process to suit your organization's needs, providing personalized guidance and support throughout the certification journey.

4. Comprehensive Assessment: ACS Canada conducts a comprehensive assessment of your organization's customer complaint management system, ensuring compliance with ISO 10002 requirements. Our auditors thoroughly review your processes, documentation, and practices to identify areas for improvement and provide actionable recommendations.

5. Continuous Support: ACS Canada offers ongoing support even after certification, assisting your organization in maintaining compliance with ISO 10002 and facilitating continuous improvement. We provide guidance on implementing effective complaint handling strategies and offer resources to help you enhance your customer-centric approach.

6. Competitive Advantage: Achieving ISO 10002 certification through ACS Canada gives your organization a competitive edge. It signals to clients, stakeholders, and partners that your company is dedicated to addressing customer complaints promptly and effectively, leading to improved customer satisfaction and loyalty.

Working with ACS Canada for ISO 10002 certification ensures that your organization receives professional guidance, reputable certification, and ongoing support in managing customer complaints effectively. It not only helps you meet ISO standards but also strengthens your organization's reputation, credibility, and competitiveness in the marketplace.

Training at ACS Canada

ACS employs accelerated learning methods to ensure a comprehensive grasp of all certificates. Our approach involves contextualizing your learning through a wide array of options, including classroom instruction, workshops, as well as interactive and online sessions.

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