2. Implement the claims handling process
2.1 Describe the process
To ensure that the provisions for handling complaints are fully understood and respected, the process needs to be formalized.
Documenting this process ensures communication and consistency of practices.
To formalize this process, we need to identify the main steps involved in handling complaints, and define how they are to be implemented, along with the associated responsibilities.
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Implement the claims handling process
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Reference standards
ISO 9000:2015 – Quality management systems – Essential principles and vocabulary
ISO 9001:2015 – Quality management systems – Requirements
ISO 10002:2018 – Quality management – Customer satisfaction – Guidelines for handling complaints in organizations
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