Certification for organisations


Complaint Handling Framework

The CSIA Complaint Handling Framework (CHF) has been developed to support organisations in ensuring best practice complaint handling and offers a practical approach to ensuring that the voice of the customer supports continuous improvement of the customer experience.

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:

  • Enhancing customer satisfaction by creating a customer focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organisation’s ability to improve its product and service offerings and customer service.
  • Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training.
  • Recognising and addressing the needs and expectations of complainants.
  • Providing complainants with an open, effective and easy-to-use complaints process.
  • Analysing and evaluating feedback in order to improve the product and service quality.
  • Auditing of the complaints management process.
  • Reviewing the effectiveness and efficiency of the complaints handling process.

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.

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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