9001MOST POPULAR
ISO 9001:2026
Quality management system
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Non IAF CertificationFinal price. No GST charged.IAF option: Rs 4,000View certificationCOMPLAINT HANDLING
ISO 10002:2018 alignment review
Complaint handling. Typically about 3 working days after complete documents, payment and review.
ISO 10002 is a guidance standard, not a certifiable management system requirements standard. This service is a review of alignment with the guidance, not ISO-accredited certification.
What is ISO 10002:2018?
ISO 10002 gives guidelines for handling customer complaints. It covers how complaints are received, tracked, resolved and analysed so that the same problem does not return.
Who needs it?
- E-commerce and retail businesses
- Banks, NBFCs and fintech firms
- Telecom, travel and hospitality
- Any business with a customer support desk
Review the ISO 10002:2018 preparation checklist
What it can do for your business
- Faster resolution and fewer escalations
- Higher customer retention
- Data on recurring problems
- Extends an ISO 9001 system
FROM ENQUIRY TO REVIEW
How it works
01
Define the support needed
Describe your activities, the relevant product or service and the question the review should address.
02
Confirm scope and fees
Agree the service deliverable and its limitations, buyer requirements and any additional costs before payment.
03
Gather current records
Prepare your initial business documents and evidence for the service-specific checklist below.
04
Complete the review
Respond to requests for missing information and review any identified gaps or next steps.
05
Check the deliverable
Confirm what the resulting record demonstrates. Refer to the service disclosure above for limits on certification, registration or approval claims.
STARTING YOUR APPLICATION
Initial business documents
These establish who is applying and the proposed business scope. They are the starting point; the service-specific review or assessment can require additional operational evidence.
Business registration
Udyam, incorporation certificate or shop licence.
Letterhead or visiting card
Your business name and contact details.
One business invoice
A recent sales or purchase invoice.
Your business scope
What you do, in one or two clear lines.
Prepare for ISO 10002:2018
Use these complaint handling checks to organise your preparation. For each item, identify the responsible person, the procedure used and a recent record showing what happens in practice.
- A visible and accessible complaints channel
- Acknowledgement and tracking of every complaint
- Fair and objective investigation
- Time-bound response and resolution
- Analysis of complaints for improvement
Make your evidence match your scope
- Describe the actual activities and locations to be reviewed, including outsourced work and responsibilities retained by your business.
- Choose current examples from your own operation. Record the date, responsible person and outcome so the reviewer can connect the evidence to your stated scope.
- Identify missing records or unfinished actions before assessment. A policy or blank template alone does not show how a process operates.
- Ask which records apply to your selected service and scope. This preparation checklist is not an exhaustive assessment or a promise of certification.
ISO 10002 is a guidance standard, not a certifiable management system requirements standard. This service is a review of alignment with the guidance, not ISO-accredited certification.
BEFORE YOU COMMIT
Confirm these details in writing before payment
Use the published price alongside the agreed scope and service terms when deciding whether the offering meets your requirement.
- Scope and deliverable: the applicable standard or scheme, edition, activities, sites and exclusions, and exactly what document or support the service provides.
- Issuing or assessment body: its name and role. If accredited certification is required, confirm the accreditation body and that the relevant standard and scope are covered.
- Buyer acceptance: share the actual tender or customer clause and confirm that the proposed route meets it. A certificate title alone does not establish acceptance.
- Assessment arrangements: required documents, audit or review stages, remote or on-site work, travel, readiness requirements and expected timing.
- Fees and exclusions: the selected service price, what is included, and any separate implementation, testing, site visit, travel or statutory registration costs.
- Ongoing obligations: applicable surveillance, renewal or reassessment, their fees, and how changes to your activities or locations should be reported.
Certification and accreditation have different roles. See ISO's guidance on choosing a certification body.
Questions about ISO 10002:2018
01Is ISO 10002 certifiable?+
No. ISO 10002 provides guidance. This service reviews alignment of your complaint handling process with that guidance and is not accredited management system certification.
02Do we need ISO 9001 first?+
No, but the two fit well together.
03What is reviewed?+
Your complaint procedure, the complaint register, response times and closure records.
A stronger system, together.
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