— enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its product and customer service;

— top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

— recognizing and addressing the needs and expectations of complainants;

— providing complainants with an open, effective and easy-to-use complaints process;

— analysing and evaluating complaints in order to improve the product and customer service quality;

— auditing of the complaints-handling process;

— reviewing the effectiveness and efficiency of the complaints-handling process.

ISO 10002:2004 is not intended to change any rights or obligations provided by applicable statutory or regulatory requirements.