This International Standard provides guidance for the design and implementation of an effective and efficient complaints handling process for all types of commercial or non-commercial activities, including those related to electronic commerce. It is intended to benefit an organization and its customers, complainants, and other interested parties. ISO 10002:2014 Certification provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. Customer Satisfaction shows that your organization cares about customer feedback and receives, manages and resolves customer complaints effectively.