ISO 10002:2004 (Guidelines for Handling Customer Complaints) Implementation Roadmap

Re: ISO 10002:2004 (Guidelines for Handling Customer Complaints) Implementation Roadm

Hi,

I am just new here and I hope you can help me clarify a statement in ISO 10002 which is kinda confusing.

Here it is:
- This International Standard is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.

-Organizations may wish to use the complaints-handling process in conjunction with customer satisfaction codes of conduct and external dispute resolution processes

Both of the statements are from the standard. I hope you can help me understand both statements which is kinda conflicting I must say.

Thank you very much,

Re: ISO 10002:2004 (Guidelines for Handling Customer Complaints) Implementation Roadm

Welcome to the Cove.

This International Standard is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.

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This sentence reinforces the opening sentence of the scope of ISO 10002 - ........ standard provides guidance on the process of complaints handling related to products within an organization.

Organizations may wish to use the complaints-handling process in conjunction with customer satisfaction codes of conduct and external dispute resolution processes

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I think what it means here is that the guidance found in the document can be used together with and in situations where there are code-of-conducts such as mandatory cooling off period or/and where there are consumer dispute resolution processes such as a consumer tribunal

Re: ISO 10002:2004 (Guidelines for Handling Customer Complaints) Implementation Roadm

Hi Harry,

Thank you for your immediate response regarding this inquiry. It was very helpful, your answer was pretty much straight forward and clear.

More power to you and hope that you can help more people understand the wordings provided by ISO.

Thanks much!

sanipse

Re: ISO 10002:2004 (Guidelines for Handling Customer Complaints) Implementation Roadm

Sanipse said:

- This International Standard is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.

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That is because external resolution of of customer complaints is subject of another specific ISO Guidance Standard: ISO 10003:2007 Quality management -- Customer satisfaction -- Guidelines for dispute resolution external to organizations

Sanipse said:

-Organizations may wish to use the complaints-handling process in conjunction with customer satisfaction codes of conduct and external dispute resolution processes

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ISO 10001:2007 Quality management -- Customer satisfaction -- Guidelines for codes of conduct for organizations

Re: ISO 10002:2004 (Guidelines for Handling Customer Complaints) Implementation Roadm

Hi Sidney,

Thank you for the added info. I am now getting to understand both statements of the standard a bit deeper.

Another clarification though, regarding the last part of the second statement which provides "and external dispute resolution processes" is the wording that is conflicting with the first statement "outside the organization". Isn't it with the same meaning and intent?

I hope you can help me clarify this a bit better.

Thanks and God Bless!

Sanipse

Re: ISO 10002:2004 (Guidelines for Handling Customer Complaints) Implementation Roadm

Sanipse said:

Another clarification though, regarding the last part of the second statement which provides "and external dispute resolution processes" is the wording that is conflicting with the first statement "outside the organization". Isn't it with the same meaning and intent?

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Hi Sanipse. And a big welcome to The Cove.

I don't see the text as conflicting. It means that ISO 10002 might be used in conjunction, i.e., in series with ISO 10003.

The goal, obviously, is for the organization to resolve the customer complaint directly with the complainant. Sometimes, the two parties are unable to reach an agreement over the issue, and, the dispute might need to be escalated to a third-party for arbitration. See the flowchart below from ISO 10004:2012.

Re: ISO 10002:2004 (Guidelines for Handling Customer Complaints) Implementation Roadm

Hi Sidney,

Thank you for enlightening me about the conflicting ideas I had about the wordings of the standard, it was truly a big help.

More power to you and God Bless!

Joe Sanipse