Standards / Quality and operations
ISO 10002 Complaints handling
A structured, fair process for receiving, tracking, and resolving customer complaints.
Core documents AMS builds
- Complaints policy
- Complaints handling procedure
- Complaint log
- Trend analysis reports
Drafted from your actual processes and systems, then kept under version control with review dates.
The path to ISO 10002
Six steps from first conversation to ISO 10002. AMS and our consultants handle each one with you.
- 1Scope
Define which sites, teams, processes and systems ISO 10002 will cover.
- 2Gap assessment
Compare what you do today with every ISO 10002 requirement and list what is missing.
- 3Documents
Write the policies, procedures and records ISO 10002 expects, starting with the complaints policy.
- 4Implement and collect evidence
Put the processes into daily work and capture proof that they run, on a schedule.
- 5Internal review
Check readiness with an internal audit or self-assessment, and close the findings.
- 6Certification audit
An accredited certification body runs a stage 1 document review and a stage 2 audit, then issues the certificate. Surveillance audits follow every year.
ISO 10002 questions
Planning ISO 10002? Talk to our team
How long does ISO 10002 implementation take?
Most organizations need about 6–10 weeks, depending on size, number of sites and how much is already in place. A gap assessment gives a firm estimate.
What documents does ISO 10002 require?
Core documents usually include: complaints policy, complaints handling procedure, complaint log, trend analysis reports. AMS drafts them from your actual processes and keeps them under version control.
Can ISO 10002 be combined with other standards?
Yes. ISO 10002 is often run together with ISO 9001, ISO 21001. AMS maps shared requirements, so one record can count toward several standards.
How does AMS help with ISO 10002?
AMS runs the full ISO 10002 program: scoping, gap assessment, documents, evidence capture, internal audits, corrective actions and the audit pack for your certification body.