[box border=”full”]As consumers we all want an open and responsive process when making a complaint about a product, service, staff or the process itself. The draft standard AS/NZS ISO 10002 (Rev) Customer satisfaction – Guidelines for complaints handling in organizations provides guidance on complaints handling to an organization, including planning, design, operations, maintenance and improvement.[/box]
The standard enhances an organization’s ability to manage complaints in a consistent, systematic and responsive manner. Properly handled complaints result in improved organizational reputation, regardless of the organization’s size, location or sector. The draft revised standard includes a number of additional appendices to aid those using it. These include guidance on unreasonable complainant conduct, dispute prevention, effective apologies, and options for redress.
The Consumers’ Federation of Australia representative John Wood is on the Standards Australia Technical Committee QR-015 Complaints handling which has been reviewing the 2006 edition of the standard.
Standards Australia encourages views and input from a wide cross section of the public on draft standards. The public comment period is an important stage in the development of Australian Standards since it captures comments in order to address areas of concern. Anyone who feels they have something to contribute to this draft standard is encouraged to make their comments by 27 September 2013 here