ISO 10002 Complaint Management System

  • Demonstrate that the complaint handling is up to and above the market benchmark
  • Enhance the transparency of complaint handling process
  • Improve employee awareness and alertness on customer handling skill.
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What is ISO 10002?

ISO 10002 : 2018 addresses the following aspects of complaints handling:

  • Enhancing customer satisfaction by open feedback (including complaints), resolving any complaints received

  • Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

  • Recognizing and addressing the needs and expectations of complainants;

  • Providing complainants with an open, effective and easy-to-use complaints process;

  • Analysing complaints in order to improve the product and customer service quality.

What is ISO 10002 for

  • Improvement of handling compliant efficiency
  • Enhancement of customer satisfaction and retain customer royalty
  • Especially for Property Management, Chain Store and…

ISO 10002 Consultancy Service

We established 4 different milestones for monitoring purpose and described our activities in consultancy services from zero to certification.
Phase 1

System Review

  • Understand the existing operation and documentation.
  • Identify key gap against ISO 10002 requirements.
Phase 2


  • Establish management system framework.
  • Establish required procedures and forms
Phase 3

ISO 10002 Implementation

  • Prepare a session of ISO 10002 awareness training
  • Prepare various records required by documentation
  • Check the preparation via regular advisory visit
Phase 4

ISO 10002 Certification Audit

  • Liaise with Certification Body for audit arrangement.
  • Support the whole Certification Audit.
  • Provide suggestion for closing non conformity.
What we offer


Saving Time & Money

No hidden cost. Completion within budget and timeframe.

Easy to follow

Straight forward & Simple ISO 10002 documentation. Minimum workload is required.

Precise Training

Precise ISO 10002 trainings to client for quick glance

Flexible schedule

Arranging meeting schedule up to Client request
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Highly recommended anyone seeking for ISO management consultancy service….
ISO 9001 Certification
Steve Smithers
Professional support, Effective Training, Process smooth. Zero NC
ISO Certification Client Testimonial
Charles Wan
Founder, Revozport
…internal communication and company operation have been highly enhanced….
ISO 27701 PIMS Certification
Chris Cheng
MD, Global Switch
We are looking forward to your continuing support in maintaining the system…
ISO 9001 Consultant Gabriel Consultant Hong Kong
Keith Cheong
Executive Director , NV5
….we will plan to get more certifications through your professional service….
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Founder, Brian Cha Motivation
…..they gave us full support and professional guidance …..
May Chan
QA Manager, Ocean Park

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ISO 9001 ISO 14001 ISO 45001 FSC Certification Consultant Hong Kong Macau Phyllis Mak

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