AS 10002:2022 PDF
Provides guidance on complaint management within all types of organizations, including the planning, design, implementation, operation, maintenance and improvement of a complaint management system.
This document is compatible with AS/NZS ISO 9001 and AS/NZS ISO 9004:2011 and supports the objectives of these Standards through the effective and efficient application of a complaint management system. It may also be used independently of them. This document is not intended for certification or for contractual purposes.
AS/NZS ISO 9001, Quality management systems—Requirements, specifies requirements for a quality management system that can be used for internal application by organizations for certification or for contractual purposes. The system for complaint management described in this document can be used as an element of a quality management system.
AS/NZS ISO 9004:2011, Managing for the sustained success of an organization—A quality management approach, provides guidance on continual improvement of performance. This can further enhance the organization’s performance in complaint management and increase the satisfaction of customers and other interested parties. It can also facilitate continual quality improvement based on feedback from complainants and other interested parties.
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