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Course Information

ISO 10002 Quality Management Training Course Outline

Module 1: Introduction to ISO 10002

  • Scope
  • Normative References
  • Terms and Definition

Module 2: Guiding Principles

  • General
  • Commitment
  • Capacity
  • Transparency
  • Accessibility
  • Responsiveness
  • Objectivity
  • Charges
  • Information Integrity
  • Confidentiality
  • Customer-Focused Approach
  • Accountability
  • Improvement
  • Competence
  • Timeliness

Module 3: Complaints – Handling Framework

  • Context of the Organisation
  • Leadership and Commitment
  • Policy
  • Responsibility and Authority

Module 4: Planning, Design, and Development

  • General
  • Objectives
  • Activities
  • Resources

Module 5: Operations of Complaints – Handling Process

  • Communication
  • Receipt of Complaints
  • Tracking of Complaints
  • Acknowledgement of Complaints
  • Initial Assessment of Complaints
  • Investigation of Complaints
  • Communicating the Decision
  • Closing Complaints

Module 6: Maintenance and Improvement

  • Collection of Information
  • Analysis and Evaluation of Complaints
  • Handling Process
    • Evaluation of the Satisfaction with the Complaint
    • Monitoring of the Complaints
    • Auditing of the Complaints
    • Management Review of the Complaints
  • Continual Improvement

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There are no formal prerequisites for attending this ISO 10002 Training course.


This 10002 training is suitable for anyone who wants to get in-depth knowledge of effectively handling complaints.

ISO 10002 Quality Management Training​ Course Overview

ISO 10002 furnishes planning, design, operation, maintenance, and improvement, giving guidelines on handling complaints about goods inside an organisation. It is also designed for usage by businesses of all sizes and across all industries. Delegates will lay their hands-on approach on analysing client complaints to enhance the quality of the product and customer service. This training course will enlighten the delegates' expertise in increasing customer satisfaction through developing a customer-centric atmosphere, addressing any complaints received and improving the organisation's capacity to enhance its product and customer service. Holding skills and knowledge about the ISO 10002, delegates can expect numerous opportunities and higher income if they boost their products using their expertise.

The Knowledge Academy's ISO 10002 Training course provides delegates with a comprehensive knowledge of the scope, normative references, terms and definitions, integration, prepare code procedures, etc. In this 1-day training course, delegates will understand various concepts such as transparency, responsiveness, guiding principles, customer-focused approach, leadership and commitment, etc. Our highly skilled and professional trainer will conduct this training and have years of experience teaching ISO Standard courses.

Apart from the above, delegates will also learn the following concepts, such as:

  • Information integrity
  • Complaints – handling framework
  • Tracking of complaints
  • Operations of complaints – handling process
  • Analysis and evaluation of complaints

After attending this ISO 10002 training course, delegates will be able to handle the process of tracking complaints, investigating the complaints, and closing the complaints. They will also be able to plan, design and develop different activities, objectives and resources in ISO 10002.

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  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

ISO 10002 Quality Management Training FAQs


The International Organisation for Standardisation (ISO) is an independent international organisation that develops standards, frameworks, principles, and requirements needed for evaluating and reporting various systems and bringing consistency to businesses' working globally.
There are no formal prerequisites for attending this ISO 10002 Training course.
This 10002 training is suitable for anyone who wants to get in-depth knowledge of effectively handling complaints.
In this training course, you will learn various concepts such as terms and definitions, guiding principles, handling process, tracking of complaints, handling framework, planning, design, development, maintenance and improvement, etc.
Learning ISO 10002 allows you to learn about different guidelines to put them in place efficiently and identify the complaints, including their causes and know how to eliminate them effectively. It will also help you and your organisation to improve and remove the cause of complaints.
The price for ISO 10002 Quality Management Training certification in Australia starts from AUD1795
The Knowledge Academy is the Leading global training provider for ISO 10002 Quality Management Training.
Please see our ISO Training courses available in Australia

Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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