ISO Certifications
ISO 10002 (Non-IAF)
Quick answer: ISO 10002:2018 Customer Satisfaction and Complaints Handling certification in 7-15 days
₹9,999
Gujarat offerAll-inclusive · No hidden fees · No bank details required
4.9 (171 reviews)
Why choose FinTax24
- Expert Verified Reviewed by compliance specialists
- Process Checked Accuracy and compliance checks
- Data Secure Secure document handling
- 4.9/5 rated Verified rating from 171+ clients
Audience
Who needs ISO 10002 (Non-IAF)?
- D2C brands and e-commerce companies
- BFSI, NBFC and fintech customer support teams
- Telecom, ISP, DTH and broadband service providers
- Retail chains with high footfall and ticketing systems
- Healthcare, hospitality and aviation complaint-heavy sectors
- Any ISO 9001 company seeking a complaint-handling edge
How it works
- 1
Gap Assessment
Compare existing complaint handling against ISO 10002:2018 guidelines and consumer laws.
- 2
Documentation
Draft complaint policy, process SOP, escalation matrix and root cause template.
- 3
Implementation
Operate the framework with live complaint logs, trend analysis and corrective actions.
- 4
Stage 1 + 2 Audit
CB reviews documentation then audits complaint handling across teams and channels.
- 5
Certificate Issued
Receive the non-IAF ISO 10002:2018 certificate valid for 3 years subject to surveillance.
- 6
Annual Surveillance
Yearly surveillance audits confirm the complaint system continues to operate effectively.
Timeline
Why file this
Benefits of iso 10002 (non-iaf)
- Structured complaint handling process visible to customers and staff
- Higher CSAT and lower churn across D2C and service businesses
- Demonstrates accountability under the Consumer Protection Act 2019
- Identifies recurring root causes via trend analysis and corrective action
- Quick wins for any ISO 9001-certified company adding a 10002 layer
- Annual surveillance maintains the certificate for the 3-year cycle
- Better online review ratings through faster complaint resolution
- Supports e-commerce, NBFC and telecom buyer trust programs
Documents required
8 documents needed for iso 10002 (non-iaf).
- Customer complaints policy and process flow
- Complaint receipt, acknowledgement and resolution templates
- Complaints log or register with status and turnaround time
- Root cause analysis records for repeat complaints
- Customer satisfaction surveys and CSAT/NPS data
- Internal audit report and management review minutes
- Consumer Protection Act 2019 compliance notes if applicable
- PAN, GST and business registration certificates
DIY vs FinTax24
Why file iso 10002 (non-iaf) with FinTax24 instead of doing it yourself.
| Aspect | DIY / Portal | Local Tax Consultant | FinTax24 |
|---|---|---|---|
| Filing time | 7–14 days (typical) | Varies by availability and workload | 7-15 business days |
| Expert review | None | Depends on the consultant | Expert verified on every filing |
| Document check | You self-verify; rejected on portal | Manual review may vary | Pre-verified by our team before submission |
| Support | Email / chatbot | Appointment-based or office hours | WhatsApp + phone, Mon–Sat 10 AM–7 PM IST |
| Pricing | Government fees only | Consultant fee + government fees | Transparent: ₹4,999 + govt fees |
Frequently asked questions
What is ISO 10002:2018 certification?
ISO 10002:2018 provides guidance on the process of complaints handling related to products and services. It helps organizations create an effective and efficient complaints-handling process including planning, design, operation, maintenance and improvement.
How long does ISO 10002 certification take in India?
With complaint handling SOPs ready, certificates are issued in 7-15 days through non-IAF accredited bodies such as IAS, UAF and ASCB. First-time applicants need 2-4 weeks of operation before audit.
Is this Non-IAF accredited?
Yes. This is a non-IAF mark issued by accredited certification bodies including IAS, UAF, ASCB and others. ISO 10002 is a guidance standard rather than a requirements standard, so non-IAF marks are widely accepted.
What is the validity of an ISO 10002 certificate?
Validity is 3 years from issue, subject to annual surveillance audits and a re-certification audit at the end of the third year.
Does ISO 10002 satisfy the Consumer Protection Act 2019?
ISO 10002 supports compliance with the Consumer Protection Act 2019 by demonstrating a documented complaint handling process but does not replace the legal requirement of an internal complaints committee for sexual harassment cases.
Can ISO 10002 be combined with ISO 9001?
Yes. ISO 10002:2018 complements ISO 9001:2015 by adding detailed complaint handling structure on top of the wider QMS, and many companies certify both together.
Is ISO 10002 applicable to e-commerce companies?
Yes. E-commerce, D2C and marketplace sellers commonly use ISO 10002 to demonstrate resolution discipline on returns, refunds and product complaints.
What is the cost of ISO 10002 in India?
Non-IAF ISO 10002 in India starts from ₹9,999 with annual surveillance at ₹4,999. Final pricing depends on number of customer touchpoints, complaint channels and headcount.
Sources & authority: For regulations on iso 10002 (non-iaf), refer to iso.org , qci.org.in .
Last reviewed by: FinTax24 Compliance Desk · Reviewed on:
Related ISO Certifications
- ISO 9001 (Non-IAF) ISO 9001:2015 Quality Management System certification — issued in 7-15 days View details →
- ISO 14001 (Non-IAF) ISO 14001:2015 Environmental Management System certification in 7-15 days View details →
- ISO 27001 (Non-IAF) ISO 27001:2022 Information Security Management certification in 14-30 days View details →
- ISO 45001 (Non-IAF) ISO 45001:2018 Occupational Health and Safety certification in 7-15 days View details →
Related glossary terms Show more
Related glossary terms
Plain-English definitions for terms that come up in ISO Certifications.
About FinTax24
ISO 27001 · Startup India · MCA registered- Legal name
- FinTax24 LLP
- Founded
- 2021
- Headquarters
- Palitana, Gujarat, India
- Certifications
- ISO 27001 · ISO 9001 · ISO 22301
- Recognition
- Startup India · MCA registered
- Coverage
- All 33 Gujarat districts + Dadra & Nagar Haveli & Daman & Diu
- Clients served
- 10,000+
- Hours
- Mon - Sat: 10 AM - 7 PM IST
Ready to file ISO 10002 (Non-IAF)?
Talk to an expert on WhatsApp. Most consultations are free.