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.