ISO 10002:2018
What is 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. It comprises 38 controls organised across 5 domains, and applies in International.
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