ISO 10002:2018 — Complaints Handling
For customer-facing businesses improving complaint handling.
Overview
ISO 10002:2018 gives the framework for handling customer complaints effectively and fairly. It covers how complaints are received, tracked, resolved and used to improve products and services. It can be certified on its own or combined with an ISO 9001 quality system.
Benefits
- Better complaint handlingComplaints are received, tracked and resolved fairly and quickly.
- Keep your customersA well-handled complaint often builds loyalty.
- Learn and improveComplaint data shows where products and services need fixing.
- Regulator and client confidenceValued by banks, telecoms, utilities and public services.
- Works with ISO 9001Fits easily into an existing quality system.
Who needs it
Banks, telecoms, utilities, retailers, hospitals, e-commerce and service companies that receive a high volume of customer complaints.
How the process works
- Create your account and submit the online application.
- Upload the required documents.
- Our team reviews your application and schedules the assessment.
- Any findings are recorded and you respond online.
- An authorized person makes the certification decision.
- Your certificate is issued with a unique number and QR code, and appears in your portal for download.
Required documents
You'll upload these in your portal. Accepted formats: pdf, jpg, jpeg, png, doc, docx, xls, xlsx (max 10 MB each).
Frequently asked questions
Who can apply for ISO 10002:2018 — Complaints Handling?
Banks, telecoms, utilities, retailers, hospitals, e-commerce and service companies that receive a high volume of customer complaints.
How long does ISO 10002:2018 — Complaints Handling take?
Typically 2–6 weeks once a complete application and all required documents are received. The actual time depends on how quickly documents and any corrections are provided and on assessment scheduling. You can follow every step live in your client portal.
Which documents are required?
The main documents are: Company registration certificate (SECP / partnership deed); NTN certificate; Organization chart; List of products / services; Existing management system manual (if any). You upload them securely in your portal, and our team tells you if anything needs to be replaced.
How long is the certificate valid?
The certificate is normally valid for 3 years, subject to satisfactory surveillance where applicable. You receive renewal reminders before it expires.
How can I track my application?
Create a free account, submit the online application and upload your documents. Your portal shows the live status, messages from Pak CA, the expected completion date and any documents that need attention.
How can a customer verify my certificate?
Anyone can enter the certificate number on the Verify page of this website, or scan the QR code on the certificate, to see its current status, first issue date, last renewal and expiry.
Can Pak CA help with renewal?
Yes. Your portal shows how many days are left, you get reminders before expiry, and you can start the renewal application online in a few clicks.