ISO 10002 – Customer Complaint Management System

Scope:
ISO 10002 is a management system standard that enables organizations to handle customer complaints in a systematic, transparent, and effective manner. The system infrastructure established within this scope is based on the recording, classification, evaluation, and management of complaint resolution processes, as well as feedback mechanisms. In this way, customer feedback is transformed into an opportunity for organizational improvement, and service quality is continuously enhanced.

Benefits:
It standardizes complaint management processes and increases customer satisfaction. Customer loyalty is strengthened and brand reputation is protected. Recurring issues are identified through root cause analysis, enabling the development of permanent solutions. At the same time, a customer-oriented organizational culture is established, ensuring continuous improvement in service quality.

Regulations:
The system infrastructure established under ISO 10002 supports compliance with consumer rights and service quality regulations in Türkiye and the European Union. In Türkiye, key regulations include the Consumer Protection Law, the Regulation on Distance Contracts, and the Regulation on Commercial Advertising and Unfair Commercial Practices, which require proper handling of customer complaints, consumer information, and resolution processes. In the European Union, customer complaint management obligations are defined under the Consumer Rights Directive, the Alternative Dispute Resolution Directive, and the Unfair Commercial Practices Directive.

Through the ISO 10002 system infrastructure, organizations record customer complaints, monitor resolution times, analyze feedback, and systematically implement improvement actions. This structure facilitates compliance with legal requirements for transparency, traceability, and consumer rights protection while establishing a strong compliance framework for audit processes.