ISO 10002:2004 addresses the following aspects of complaints handling:

v  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

v  Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training

v  Recognizing and addressing the needs and expectations of complainants

v  Providing complainants with an open, effective and easy-to-use complaints process

v  Analyzing and evaluating complaints in order to improve the product and customer service quality

v  Auditing of the complaints-handling process

v  Reviewing the effectiveness and efficiency of the complaints-handling process.

ISO 1003:2007

10003:2007 provides guidance for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization. ISO 10003:2007 is applicable to

v  Complaints relating to the organization's products intended for, or required by, customers, the complaints-handling process or dispute-resolution process

v  Resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce

v  Guidance on determining when and how organizations can participate in dispute resolution

v  Guidance on the selection of providers and use of their services

v  Top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization

v  The essentials for fair, suitable, transparent and accessible dispute resolution

v  Guidance on management of an organization's participation in dispute resolution, and

v  Monitoring, evaluating and improving the dispute-resolution process