This framework provides guidance for the design and implementation of an effective complaints handling process for all types of commercial and noncommercial activities. It is intended to benefit an organisation and its customers, complainants and other interested parties. It is intended for use by organisations of all sizes, and in all sectors.
The framework addresses the following aspects of complaints handling:
CSIA’s CHF assessment process will also determine alignment to commonly used complaint management systems such as those associated with ISO and Australian State and Federal guidelines for industry and government bodies.
CSIA uses the Intention, Implementation and Integration scoring system to evaluate your compliance with the standards requirements.
CSIA believes the assessment report will become a vital annual tool enabling ongoing assurance of compliance with international complaint handling standards.
The report will also provide the basis of continuous improvement of your complaints management system.
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.
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.
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.
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.