ISO 10002 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 organisation and its customers, complainants and other interested parties. To ensure integrity in the ensuing certification, ISO 10002 certification through Equal Assurance must be attained in concert with other management systems certifications, as prescribed in the Client Charter.
As an organisation, the steps involved for you are:
Applying for certification:
Review and accept our customised Proposal, and you’re underway!
Firstly, a pre-certification audit or “test run” will be conducted either on-site (at your premises) or off-site (at our premises) or both, to see whether your management systems are suitable. Areas of concern will be reported. Once concerns have been actioned, an on-site certification audit will be conducted, where we will examine the extent to which you address the program criteria. Areas of concern will be reported. Once we are satisfied there are no outstanding issues that present an unacceptable risk to you, your employees, customers, regulators, Equal Assurance or others, we can proceed to issue a Certificate of Confidence. Well done!
Depending on the level of risk, we will conduct a series of surveillance audits (and in some cases special and follow-up audits) and tri-ennial re-certification audits, to examine the extent to which you continue to address the program criteria. Areas of concern will be reported. So long as we continue to be satisfied there are no outstanding issues that present an unacceptable risk to you, your employees, customers, regulators, Equal Assurance or others, your certification remains valid.
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