ISO 10002 standard provides guidance for organization to plan, design, develop, operate, maintain and improve an effective and efficient complaints -handling process for activities It is intended to benefit an organization and its customers, complainants, and other relevant 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 using 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 and expectations.