DIN ISO 10002:2017-07

This International Standard provides guidance on the process of complaints handling related to products and services within an organization, including planning, design, development, 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 intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides guidance specifically for small businesses.