Generate a detailed ISO 10002:2018 complaints handling checklist in a question-based format

Context of the Organization (Clause 4.1)

Have you assessed the internal environment (culture, structure, resources) that influences complaints handling?

Have you identified external factors (legal, regulatory, market) that could impact your complaints handling process?

How are you ensuring that your complaints handling aligns with your organization's mission and vision?

Understanding Interested Parties (Clause 4.2)

Who are the key interested parties related to your complaints handling process?

What methods are in place to gather and analyze information about their needs and expectations?

How do you ensure ongoing engagement with these parties to understand their evolving needs?

Scope of the Complaints Handling Process (Clause 4.3)

Is there a documented scope that clearly defines which complaints are handled and which are not?

Are all relevant products and services adequately covered under the complaints handling scope?

How is the scope communicated to both internal and external stakeholders?

Leadership and Commitment (Clause 5.1)

In what ways does top management demonstrate leadership in the complaints handling process?

Are roles and responsibilities for complaints handling clearly assigned and communicated throughout the organization?

How does management ensure that adequate resources (financial, human, technological) are allocated for effective complaints handling?

Complaints Handling Policy (Clause 5.2)

Is there a formal, documented policy for complaints handling that is accessible to all employees?

Does the policy outline the organization’s commitment to addressing complaints effectively and improving customer satisfaction?

How often is the complaints handling policy reviewed and updated to reflect current practices and regulations?

Objectives for Complaints Handling (Clause 6.1)

Are specific, measurable objectives established for the complaints handling process?

How are these objectives aligned with the overall strategic goals of the organization?

What processes are in place for monitoring progress towards these objectives?

Risk Management (Clause 6.1)

Have you conducted a risk assessment related to the complaints handling process?

What strategies are in place to mitigate identified risks that could hinder effective complaints management?

How do you integrate risk management into the planning and execution of the complaints handling process?

Resources and Support (Clause 7)

Are sufficient resources available (staff, training, technology) to support the complaints handling process?

What training programs are implemented to ensure staff are competent in handling complaints?

Is there a feedback mechanism for employees to suggest improvements to the complaints handling process?

Operational Control (Clause 8)

Is there a standardized process for receiving and acknowledging complaints?

How are complaints categorized based on their nature and severity for effective handling?

Are there established timelines for each stage of the complaints handling process, from acknowledgment to resolution?

Monitoring and Measurement (Clause 9.1)

What key performance indicators (KPIs) are used to measure the effectiveness of the complaints handling process?

How is data collected, analyzed, and reported on complaints, including trends and patterns?

Are there regular reviews of complaints data to inform decision-making and improve processes?

Internal Audit (Clause 9.2)

Is there a systematic internal audit process in place to evaluate the effectiveness of the complaints handling system?

How often are audits conducted, and what criteria are used to assess compliance with ISO 10002:2018?

Are audit results documented, and is there a follow-up process to address identified nonconformities?

Management Review (Clause 9.3)

Is there a regular management review of the complaints handling process to assess its effectiveness and alignment with strategic objectives?

What key information is presented during management reviews to ensure informed decision-making?

How are action items from management reviews tracked and implemented?

Continual Improvement (Clause 10)

What processes are in place to capture lessons learned from resolved complaints?

How do you ensure that improvements are documented and communicated to all relevant stakeholders?

Is there a culture of continuous improvement that encourages employees to contribute ideas for enhancing the complaints handling process?

This checklist provides a comprehensive framework for organizations to follow in order to ensure compliance with ISO 10002:2018 standards for effective complaints handling, linking each step to relevant subclauses for clarity and actionable guidance.