1. Understanding standard requirements

1.1 What ISO 9001 says

The requirements of ISO 9001 with regard to complaints are divided into the following requirements:

• § 8.2.1 Communication with customers : Communication with customers must include [...] obtaining feedback from customers concerning products and services, including their complaints [...] ;

• § 10.2.1 Non-conformity and corrective action: when a non-conformity occurs, including one related to a complaint, the organization must react to the non-conformity (correct it, assume the consequences...), assess whether action is required to eliminate the cause(s) of the non-conformity, implement all required actions, review the effectiveness of any corrective action implemented.

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