ISO 10002:2018 provides guidelines for the process of handling complaints related to products and services within an organization, encompassing planning, design, development, operation, maintenance, and improvement. The described complaints-handling process can be used as one of the processes within the overall quality management system.

NOTE: Throughout this standard, the terms "product" and "service" refer to the results of an organization that are intended for or required by customers.
This standard is intended for use by any organization, regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides specific guidelines for small businesses.

ISO 10002:2018 addresses the following aspects of complaints handling:

a) Increasing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), addressing all received complaints, and enhancing the organization's ability to improve its products and services, including customer service.
b) Involvement and commitment of top management through appropriate resource allocation and deployment, including staff training.
c) Recognizing and addressing complainants' needs and expectations.
d) Providing complainants with an open, efficient, and user-friendly complaints process.
e) Analyzing and evaluating complaints to improve the quality of products and services, including customer support.
f) Reviewing the complaints-handling process.
g) Reviewing the effectiveness and efficiency of the complaints-handling process.
This standard does not apply to disputes referred for resolution outside the organization or disputes related to employment matters.