This standard provides guidelines for the process of handling complaints related to products and services within an organization, including planning, design, development, operation, maintenance, and improvement. The described complaints handling process is suitable for use 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 intended for or required by customers. This standard is intended for any organization, regardless of its type or size, or the products and services it provides. It is also intended for use in organizations across all sectors.

Annex B provides guidance specifically for small businesses.

This standard addresses the following aspects of complaints handling:
a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving received complaints, and improving the organization's ability to enhance its products and services, including customer support; b) involving and engaging top management through adequate acquisition and deployment of resources, including staff training; c) recognizing and addressing complainants' needs and expectations; d) providing complainants with an open, effective, and simple complaints procedure; e) analyzing and assessing complaints to improve the quality of products and services, including customer service; f) reviewing the complaints handling process; g) evaluating 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.