ISO 10002:2018 provides guidance on the complaint handling process for products within an organization, including planning, design, operation, maintenance and improvement. The complaint handling process described is suitable for use as one of the processes of an overall quality management system. It is also intended for use by organizations of all sizes and in all sectors. Annex A provides specific guidance for small businesses. ISO 10002:2018 addresses the following aspects of complaints handling

improving customer satisfaction by creating an open customer-focused environment for feedback (including complaints), resolving complaints and enhancing the organization's ability to improve product and customer service; top management involvement and commitment through adequate acquisition and deployment of resources, including staff training; recognizing and addressing the needs and expectations of complainants; providing complainants with clear, effective and easy-to-use complaint processes; analyzing and evaluating complaints to improve product and customer service quality; auditing the complaints handling process; reviewing the effectiveness and efficiency of the complaints handling process.