What Are The Operations Involved In The Complaints-handling Process?

By Author: John
Total Articles: 237
Comment this article

The ISO 10002 is a complaints-handling process standard, developed by the International Organization for Standardization in 2004. ISO 10002 standard is for any organizations of all sizes and all sectors, the ISO 10002 certification supports companies with their complaint management to keep customer satisfaction high and their product innovative. ISO 10002:2014 offers guidance on the process of complaints handling related to products within an organization, along with planning, design, operation, maintenance, and improvement. In ISO 10002 documents every procedure is described in detail according to the organization’s requirements. So, the complaints-handling process described is appropriate for usage as one of the processes of an overall quality management system.

Operation of the complaints-handling process

• Communication: Information regarding the complaints-handling process, such as flyers, brochures, or electronic-based information, should be made eagerly available to customers, complainants, and other applicable interested parties. Such information should be provided in clear language and, so far as is ...
... realistic, in formats available to all so that no complainants are disadvantaged. The following are examples of such information:
o where and how complaints can be made?
o What information is to be provided by the complainant?
o What are the processes for handling complaints that should be taken?
o Which steps are associated with various stages in the process?
o the complainant’s options for preparation, including external resources
o how the complainant can acquire feedback on the position of the complaint.

• Receipt of complaints: Upon reporting the opening complaint, the complaint should be recorded with subsidiary information and an exclusive identifier code. The record of the initial complaint should recognize the remedy required by the complainant and any other information necessary for the effective handling of the complaint including:
o An explanation of the complaint with the relevant supporting information
o The requested preparation
o The products and services or associated organization practices complained about
o Allocate the due date for a reply
o The information must have about the people, divisions, branches, organizations, and market segments;
o Take immediate action if any.

• Tracking of complaints: The complaint should be tracked from early receipt through the entire process until the complainant is satisfied or the final decision is made. The latest status should be made accessible to the complainant upon request and at regular intervals, at least at the time of pre-set deadlines. The complainants should be treated courteously and be kept informed of the progress of their complaints through the complaints handling process.

• Acknowledgement of complaints: The receipt of each complaint should be accepted by the complainant immediately.

• Initial assessment of complaints: After receipt, each complaint should be primarily measured in terms of standards such as severity, safety implication, complexity, impact, and the need and opportunity for immediate action. Complaints should be addressed promptly by their insistence. For example, important health and safety problems should be handled immediately.

• Investigation of complaints: Every sensible effort should be made to examine all the relevant situations and information surrounding a complaint. The level of examination should be appropriate to the significance, frequency of incidence, and severity of the complaint.

• responses to complaints: Following a suitable investigation, the organization should suggest a response, for example, correct the problem and avoid it from happening in the future. If the complaint cannot be immediately fixed, then it should be allocated within a manner intended to lead to its active determination as soon as possible.

• Communicating the decision: The decision or any action that was taken regarding the complaint, which is relevant to the complainant or the personnel involved should be communicated to them as soon as the decision or action is taken.

• Closing complaints: If the complainant receives the proposed decision or action, then the result of the action should be carried out and recorded. If the complainant discards the proposed decision or action, then the complaint should continue open. This should be recorded and the complainant should be knowledgeable of alternative forms of internal and external recourse available. The organization should remain to monitor the progress of the complaint until all sensible internal and external options of recourse are exhausted or the complainant is fulfilled.