AS 10002-2022

Description

AS 10002 – 2022 Edition – Guidelines for complaint management in organizations

AS 10002 provides guidance on complaint management within all types of organizations, including the planning, design, implementation, operation, maintenance and improvement of a complaint management system.

AS 10002 emphasizes that active commitment at the organization’s highest level is essential for effective complaint management (see Clause 6.2).

AS 10002 seeks to facilitate —

(a) enhanced public confidence in the organization by creating an environment that encourages feedback and complaints, and sees complaints managed in a timely and fair manner;
(b) recognition of the needs and expectations of complainants;
(c) an open, accessible and effective complaints process;
(d) a system that can be used by the organization to analyse, evaluate and audit complaints and their outcomes in order to deliver quality improvements;
(e) a mechanism for reviewing the effectiveness and efficiency of an organization’s complaint management practices and outcomes; and
(f) accessibility of channels that can be used to make complaints, including social media channels such as facebook and twitter.

NOTE 1 There is no expectation that organizations seek to identify complaints made on third party social media accounts or channels.

NOTE 2 Guidance on complaint management for small businesses is given in Appendix A.

NOTE 3 Statutory obligations may apply for the organization, as well as best practice guidance set out by the relevant external review accountability and regulatory bodies.
This document is not intended to change any rights or obligations of the organization as set out by such statutory or regulatory requirements.

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