Customer Complaints Management System, ISO 10002: 2004 Customer Complaints Management System standards. Certification bodies also audit the organizations requesting documents according to these standards. Since these standards are suitable for organizations operating in almost every sector, the rules stated in all the articles of this standard are structured in accordance with the organization's own organization during the system installation works.

In terms of the general structure of the standards, the first three items are intended to introduce the Customer Complaint Management System and determine the general rules. The standards to be implemented by the organization are included in the five articles starting from the fourth article. Customer Complaint Management Systemis established and audited according to the standards described in these articles.

The fourth article of the standards describes the basic principles of the Customer Complaint Management System. These principles are to be transparent, to be accessible, to respond, to be objective, to be free of charge, to be confidential, to be customer-oriented, to account and to improve continuously.

The fifth article of the standards describes how complaints will be handled. The organization's commitment to customer complaints, its policy and the scope of its powers and responsibilities are explained in this article.

The sixth article of the standards relates to planning and design studies. The objectives, types of activities and scope of the resources that the organization will use to resolve complaints are explained in this article.

The seventh article of the standards relates to communication processes. Customer complaintshow to receive, follow-up, how to inform the customer of the receipt of the complaint, how to make the initial assessment of the complaints, how to investigate the complaint, how to respond to the complaint, how the organization will decide the complaint, and how to report this decision to the customer and finally close the complaint. all processes described herein.

The eighth article of the standards covers the principles for continuous operation and improvement of the system by the organization. Within the framework of this article, the principles for collecting information, analyzing and evaluating complaints, satisfaction with complaints handling processes, monitoring complaints handling processes, reviewing, examining and reviewing these processes and principles for continuous improvement are explained.

For more information on the standard scope of the ISO 10002 Customer Complaint Management System, please contact the staff of the TURCERT certification body.