ISO 10002:2018
ISO guidance on running a complaints-handling process: fourteen guiding principles (commitment, capacity, transparency, accessibility, responsiveness, objectivity, no charges, information integrity, confidentiality, customer focus, accountability, improvement, competence, timeliness), the framework (context, leadership, policy, responsibilities), planning, the operating steps from receipt to closure, and monitoring, audit, review and improvement.
ISO 10002:2018 is a compliance framework from International with 5 domains and 38 controls that map to 1 other frameworks. The largest domains are Clause 4: Guiding principles – ISO 10002:2018 (14 controls), Clause 7: Operation of the complaints-handling process – ISO 10002:2018 (9 controls), Clause 8: Maintenance and improvement – ISO 10002:2018 (7 controls). Every control below carries what it requires and what an assessor expects to see.
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Framework Domains (5)
Clause 4: Guiding principles – ISO 10002:2018
| Code | Title |
|---|---|
| iso-10002-2018::4.10 | 4.10 Confidentiality |
| iso-10002-2018::4.11 | 4.11 Customer-focused approach |
| iso-10002-2018::4.12 | 4.12 Accountability |
| iso-10002-2018::4.13 | 4.13 Improvement |
| iso-10002-2018::4.14 | 4.14 Competence |
| iso-10002-2018::4.15 | 4.15 Timeliness |
| iso-10002-2018::4.2 | 4.2 Commitment |
| iso-10002-2018::4.3 | 4.3 Capacity |
| iso-10002-2018::4.4 | 4.4 Transparency |
| iso-10002-2018::4.5 | 4.5 Accessibility |
| iso-10002-2018::4.6 | 4.6 Responsiveness |
| iso-10002-2018::4.7 | 4.7 Objectivity |
| iso-10002-2018::4.8 | 4.8 Charges |
| iso-10002-2018::4.9 | 4.9 Information integrity |
Clause 5: Complaints-handling framework – ISO 10002:2018
| Code | Title |
|---|---|
| iso-10002-2018::5.1 | 5.1 Context of the organization |
| iso-10002-2018::5.2 | 5.2 Leadership and commitment |
| iso-10002-2018::5.3 | 5.3 Policy |
| iso-10002-2018::5.4 | 5.4 Responsibility and authority |
Clause 6: Planning, design and development – ISO 10002:2018
| Code | Title |
|---|---|
| iso-10002-2018::6.1 | 6.1 General: planning, design and development of the process |
| iso-10002-2018::6.2 | 6.2 Objectives |
| iso-10002-2018::6.3 | 6.3 Activities |
| iso-10002-2018::6.4 | 6.4 Resources |
Clause 7: Operation of the complaints-handling process – ISO 10002:2018
| Code | Title |
|---|---|
| iso-10002-2018::7.1 | 7.1 Communication |
| iso-10002-2018::7.2 | 7.2 Receipt of complaints |
| iso-10002-2018::7.3 | 7.3 Tracking of complaints |
| iso-10002-2018::7.4 | 7.4 Acknowledgement of complaints |
| iso-10002-2018::7.5 | 7.5 Initial assessment of complaints |
| iso-10002-2018::7.6 | 7.6 Investigation of complaints |
| iso-10002-2018::7.7 | 7.7 Response to complaints |
| iso-10002-2018::7.8 | 7.8 Communicating the decision |
| iso-10002-2018::7.9 | 7.9 Closing complaints |
Clause 8: Maintenance and improvement – ISO 10002:2018
| Code | Title |
|---|---|
| iso-10002-2018::8.1 | 8.1 Collection of information |
| iso-10002-2018::8.2 | 8.2 Analysis and evaluation of complaints |
| iso-10002-2018::8.3 | 8.3 Evaluation of the satisfaction with the complaints-handling process |
| iso-10002-2018::8.4 | 8.4 Monitoring of the complaints-handling process |
| iso-10002-2018::8.5 | 8.5 Auditing of the complaints-handling process |
| iso-10002-2018::8.6 | 8.6 Management review of the complaints-handling process |
| iso-10002-2018::8.7 | 8.7 Continual improvement |
Maps to 1 other framework
Coverage is not the same as your position
This page shows what ISO 10002:2018 overlaps with in general. Where your organisation actually stands, against the standard you are going for and the certifications you already hold, is a different question. Same graph and the same recorded refutations, scoped to you rather than to a pair.
The Compliance Position Diagnostic, $5,000 fixed, ten business daysWhat is ISO 10002:2018 and who does it apply to?
ISO 10002:2018 is a compliance framework from International with 5 domains and 38 controls. ISO guidance on running a complaints-handling process: fourteen guiding principles (commitment, capacity, transparency, accessibility, responsiveness, objectivity, no charges, information integrity, confidentiality, customer focus, accountability, improvement, competence, timeliness), the framework (context, leadership, policy, responsibilities), planning, the operating steps from receipt to closure, and monitoring, audit, review and improvement. It is used by organisations to establish and maintain compliance with industry standards and regulatory requirements.
What does ISO 10002:2018 actually require?
ISO 10002:2018 has 38 controls organised across 5 domains. The largest domains are Clause 4: Guiding principles – ISO 10002:2018 (14 controls), Clause 7: Operation of the complaints-handling process – ISO 10002:2018 (9 controls), Clause 8: Maintenance and improvement – ISO 10002:2018 (7 controls). Each control defines specific requirements that organisations must implement to achieve compliance.
If I already comply with another framework, how much of ISO 10002:2018 do I already cover?
ISO 10002:2018 maps to 1 other compliance frameworks. The top mapping partners are ISO 9001:2015 (84% coverage). Use our comparison tool to explore control-level mappings between frameworks.
How do I implement ISO 10002:2018?
Start your ISO 10002:2018 compliance journey by running a self-assessment on our platform to identify your current compliance posture. Our AI advisory can answer specific questions about ISO 10002:2018 requirements, and cross-framework mapping helps you leverage existing controls from other frameworks you may already comply with. Create a free account to access all 38 controls and track your progress.
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