Certification for organisations


Complaint Handling Framework

Organisations will have their complaint management system measured against the AS ISO 10002—2014 complaint handling standard. The report details each attribute of the standard required for certification and provides comprehensive recommendations on how to improve. Once certified, they can display their "Certified Complaint Management System" Trustmark logo alongside their prestigious "Certified Customer Service Organisation" Trustmark logo.

Assessment framework

The CSIA process assesses your performance against the results of other organisations in your industry as well as best practice organisations across a diverse range of industries.

Integration Intention Implementation

Scoring System

CSIA uses the Intention, Implementation and Integration scoring system to evaluate your compliance with the standards requirements.

Ongoing compliance

CSIA believes the assessment report will become a vital annual tool enabling ongoing assurance of compliance with international complaint handling standards.

Continual improvements

The report will also provide the basis of continuous improvement of your complaints management system.

The process to receive a
Certified Complaint Management System certificate

The ‘Certified Complaint Management System’ Assessment and Certification Process comprises just three straightforward steps.


CSIA one-day workshop

A CSIA one-day workshop to train a member of your team to become an Accredited Complaint Handling System Internal Auditor. The workshop provides a complete overview of the standard and how to implement it in all types of organisations with CSIA case-study examples.


Desktop Review

Provide the CSIA’s expert Licensed Assessor with the details of your complaint management system including documented evidence of how your organisation has implemented and complies with the AS ISO 10002—2014 complaint handling standard. This information will be used to conduct a desktop review.


Site Visit

If the desktop assessment finds your complaints management system meets the AS ISO 10002—2014 criteria, a site visit will be arranged at a time convenient to your organisation to ensure the systems are being complied with in your day-to-day real world operations.

Checking Compliance

To further provide assurance of your organisations ability to meet its stated complaint handling promises a "mystery shopping" component has been included in the assessment and certification process. If the desktop audit finds you need further work before a site visit, a detailed report outlining gaps will be provided together with advice on how your organisation can "plug the gaps" and comply with the AS ISO 10002—2014 criteria.

CSIA also offers a complaint handling workshop

Register your interest to be certified

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