AS NZS 10002:2014 pdf free

AS NZS 10002:2014 pdf free.Guidelines for complaint management in organizations
The organization should develop and adopt policies for identifying, gathering, classifying,maintaining, storing, securing and disposing of complaint related records.The use and maintenance of these records is the responsibility of the organization.Information collection should include the following:
(a) Specifying steps for identifying, gathering, classifying, maintaining, storing and disposing of records.
(b) Recording the handling of each complaint and appropriately maintaining these records.
(c) Maintaining records of the type of training and instruction that individuals involved in the complaint management system have received.
(d) Specifying the organization’s criteria for responding to requests for records made by a complainant or their agent. This may include time limits, statutory rights of the complainant or the general public to access information, or a combination thereof,and what kind of information will be provided, to whom and in what format.
(e) Specifying how and when de-identified complaint data may be disclosed to the public or other organizations to whom the complaint refers.
NOTE: See Appendix C for further guidance on data collection, analysis and reporting for complaint information.
The organization should undertake regular action to determine the level of satisfaction of complainants with its complaint management process. This may take the form of random surveys of complainants, online listening tools and alerts (for social media), and other techniques.
Senior management of the organization should review the complaint management system on a regular basis in order to –
(a) ensure its continuing suitability, adequacy, effectiveness and efficiency;
(b) identify and address instances of nonconformity with health, safety, environmental,regulatory and other legal requirements;
(c) identify and correct deficiencies;
(d) assess opportunities for improvement and the need for changes to the complaint management system and the organization’s general operations; and
(e) evaluate potential changes to the complaint management policy and procedures.AS NZS 10002 pdf free download.