[LINK] Complaints Handling Standard

Roger Clarke Roger.Clarke at xamax.com.au
Sat Feb 23 17:20:34 EST 2008

[If you're like me, you occasionally need to be able to refer to this 
document, but can never find it.  So here's a reference to it.]

AS 4269 (1995)  'Complaints Handling'  Standards Australia, 1995

That's been superseded by the one below, which Standards Aust says 
was "First published as AS 4269-1995.  Revised and redesignated as AS 
ISO 10002-2006", implying that Australian business led the world.  (I 
say 'Australian business' because the Committees were quite possibly 
unaided by any actual consumers or other potential complainants, most 
of whom can't afford the time and money to participate, and get 
ignored anyway):

ISO 10002 (2006)  'Customer satisfaction - Guidelines for complaints 
handling in organizations'  AS ISO 10002-2006, International 
Standards Organisation, April 2006

34 pp. for Stg 118 = $A 8 per page (for common sense plus whitespace) from

Or from Standards Australia for $66.60 PDF or $74.00 hard-copy:

But at least the Poms offer an Abstract with some keywords in it:

Executive summary

Guidance on the process of complaints handling related to products 
within an organization and its use with quality management systems.


This International Standard provides guidance on the process of 
complaints handling related to products within an organization, 
including planning, design, operation, maintenance and improvement. 
The complaints handling process described is suitable for use as one 
of the processes of an overall quality management system.

This International Standard is not applicable to disputes referred 
for resolution outside the organization or for employment-related 
It is intended for use by organizations of all sizes and in all sectors.

Annex A of this standard provides guidance specifically for small businesses.

This International 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 any complaints received, and enhancing the organization's 
ability to improve its product and customer service;
b) top management involvement and commitment through adequate 
acquisition and deployment of resources, including personnel training;
c) recognizing and addressing the needs and expectations of complainants;
d) providing complainants with an open, effective and easy-to-use 
complaints process;
e) analysing and evaluating complaints in order to improve the 
product and customer service quality;
f) auditing of the complaints-handling process;
g) reviewing the effectiveness and efficiency of the 
complaints-handling process.

History and related standards

This International Standard supersedes BS 8600:1999 which is withdrawn.

Opportunities for improvements and savings

When the BS ISO 10002 complaints-handling process is implemented, the 
customer will benefit from responsive treatment of his or her 
complaint. The organization will also benefit by identifying the 
problem area and opportunities for improvement and savings.

Implementation of the process described in this standard can:
*   provide a complainant with access to an open and responsive 
complaints-handling process
*   enhance the ability of the organization to resolve complaints in 
a consistent, systematic and responsive manner, to the satisfaction 
of all parties
*   enable the organization to identify trends and eliminate causes 
of complaints, and improve  the organization's operations
help an organization to adopt a customer-focused approach to 
resolving complaints, and encourage personnel to improve their skills 
in working with customers
*   provide a basis for continual review and analysis of the 
complaints-handling process, the resolution of complaints, and 
process the improvements made.
*   BS ISO 10002 is for use by organizations of all sizes and in all 
sectors. Annex A provides guidance specifically for small businesses. 
Sample forms for complaint logging and follow-up are also included.

This standard includes the following cross reference:
ISO 9000:2000.

This International Standard is compatible with ISO 9001 and ISO 9004 
and supports the objectives of these two standards through the 
effective and efficient application of a complaints-handling process. 
It can also be used independently of them.

Roger Clarke                  http://www.anu.edu.au/people/Roger.Clarke/
Xamax Consultancy Pty Ltd      78 Sidaway St, Chapman ACT 2611 AUSTRALIA
                    Tel: +61 2 6288 1472, and 6288 6916
mailto:Roger.Clarke at xamax.com.au                http://www.xamax.com.au/

Visiting Professor in Info Science & Eng  Australian National University
Visiting Professor in the eCommerce Program      University of Hong Kong
Visiting Professor in the Cyberspace Law & Policy Centre      Uni of NSW

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