New complaint management standard

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A new standard provides guidance for the design and implementation of an effective complaint management system for all types of businesses.

AS/NZS 10002:2014 Guidelines for complaint management in organizations emphasises that active commitment at the highest level in a business is essential for effective complaint management.

Implementation of the guidance set out in the standard can help businesses to manage complaints in a consistent, systematic, and responsive manner.

Having an effective complaint handling process:

  • can result in improved business reputation, regardless of size, location or sector
  • can lead to improved business processes and cost savings
  • exemplifies a mature business open to improvement.

The standard provides for consistency in the effective treatment of complaints, particularly in a global marketplace. The complaint management system described in the standard is suitable for use as one of the processes of a quality management system.

Buy AS/NZS 10002:2014

Published in business and ICT.