This program provides guidance for the design and implementation of an effective and efficient complaints-handling process for all types of commercial or non-commercial activities, including those related to electronic commerce. It is intended to benefit an organization and its customers, complainants and other interested parties. The information obtained through the complaints- handling process can lead to improvements in products and processes and, where the complaints are properly handled, can improve the reputation of the organization, regardless of size, location and sector. In a global marketplace, the value of an International Standard becomes more evident since it provides confidence in the consistent treatment of complaints. An effective and efficient complaints-handling process reflects the needs of both the organizations supplying products and those who are the recipients of those products.

The handling of complaints through a process as described in this program can enhance customer satisfaction. Encouraging customer feedback, including complaints if customers are not satisfied, can offer opportunities to maintain or enhance customer loyalty and approval, and improve domestic and international competitiveness. Implementation of the process described in this program can

provide a complainant with access to an open and responsive complaints-handling process

enhance the ability of the organization to resolve complaints in a consistent, systematic and responsive manner, to the satisfaction of the complainant and the organization

enhance the ability of an organization to identify trends and eliminate causes of complaints, and improve the organization’s operations

help an organization create a customer-focused approach to resolving complaints, and encourage personnel to improve their skills in working with customers

provide a basis for continual review and analysis of the complaints-handling process, the resolution of complaints, and process improvements made.

This program addresses the following aspects of complaints handling:

a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its product and customer service;

b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

c) recognizing and addressing the needs and expectations of complainants;
d) providing complainants with an open, effective and easy-to-use complaints process;

e) analyzing and evaluating complaints in order to improve the product and customer service quality;

f) auditing of the complaints-handling process;
g) reviewing the effectiveness and efficiency of the complaints-handling process.