Reaffirmed 2023

NATIONAL FOREWORD

This Indian Standard (First Revision) which is identical with ISO 10002 : 2018 ‘Quality management - Customer satisfaction - Guidelines for complaints handling in organizations’, issued by the International Organization for Standardization (ISO) was adopted by the Bureau of Indian Standards on recommendation of the Quality Management Sectional Committee and approval of the Management and Systems Division Council.

This standard was originally published in 2004 which was based on ISO 10002 : 2004. The first revision of this standard has been undertaken to align it with the latest version of ISO 10002 : 2018.

The major changes in this revision are as follows:

a) Alignment with the IS/ISO 9000 : 2015 and IS/ISO 9001 : 2015; and

b) Improved alignment with IS/ISO 10001/3/4.

The text of the ISO Standard has been approved as suitable for publication as an Indian Standard without deviations. Certain terminologies and conventions are, however, not identical to those used in Indian Standards. Attention is particularly drawn to the following:

a) Wherever the words ‘International Standard’ appear referring to this standard, they should be read as `Indian Standard’.

b) Comma (,) has been used as a decimal marker, while in Indian Standards, the current practice is to use a point (.) as the decimal marker.