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FAQ For The Conversion of ISO 10002 2014

This document provides frequently asked questions about converting from the ISO 10002:2004 standard for customer satisfaction and complaints handling to the updated ISO 10002:2014 standard. Key changes include additional relationships to other ISO standards and a one year transition period is provided for organizations certified to ISO 10002:2004 to convert to the new standard.

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32 views

FAQ For The Conversion of ISO 10002 2014

This document provides frequently asked questions about converting from the ISO 10002:2004 standard for customer satisfaction and complaints handling to the updated ISO 10002:2014 standard. Key changes include additional relationships to other ISO standards and a one year transition period is provided for organizations certified to ISO 10002:2004 to convert to the new standard.

Uploaded by

sharnoby
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Frequently Asked Questions – For the conversion to ISO 10002:2014

Q. What is the effective date of ISO 10002:2014?


A. The effective date of ISO 10002:2014 is 17 July 2014.

Q. What will happen to my ISO 10002:2004 certificates received from HKQAA?


A. ISO 10002:2004 certificate received from HKQAA will become obsolete starting from 1 January 2016.

Q. What are the key changes from ISO 10002:2004 to ISO 10002:2014?
A. There is no significant change to ISO 10002:2014. The table below shows the difference between
ISO 10002:2004 and ISO 10002:2014:
ISO 10002
ISO 10002:2004 ISO 10002:2014
version
Added relationship with ISO 10001, ISO
10003 and ISO 10004:
ISO 10001- Guidance on codes of conduct
ISO 10003 - Guidance on the resolution of
Difference Not including relationship with ISO 10001.
disputes
ISO 10004 - Guidance on establishing
effectiveness processes for monitoring and
measuring customer satisfaction.

Q. Is there any transition period for conversion to ISO 10002:2014?


A. HKQAA provides a one year transition period for the organizations certified to ISO 10002:2004
standard to convert to ISO 10002:2014 standard starting from 1 December 2014. During the
transition period, organizations shall be audited against the ISO 10002:2014 standard. All
organizations shall be upgraded to ISO 10002:2014 on or before 31 December 2015.

Q. Is the representative of the certified organization required to have ISO 10002:2014


training to fulfill the ISO 10002:2014 conversion?
A. No, there is no requirement for the representative of the certified organization to have ISO
10002:2014 training to fulfill the ISO 10002:2014 conversion.

Q. At what time will be the Conversion Audit scheduled?


A. The conversion audit will be conducted during your next routine ISO 10002:2004 surveillance or
renewal audits.

Q. What preparation is needed of the organizations for the Conversion audit?


A. The organizations shall update their relevant system documents and inform the relevant employees of
the update.

Q. Will nonconformity(ies) be raised against the ISO 10002:2014 standard during conversion audit?
A. Any discrepancy on the organization system’s setting or implementation against the
specific requirement of ISO 10002:2014 standard will be raised as nonconformities (NCs).
As there are no significant substantive changes to ISO 10002:2014 clauses, if there are
NCs raised, it may affect the current ISO 10002:2004 certificates. And follow usual
practice, client is expected to submit the CAP in order to proceed the issuance of the ISO
10002:2014 certificate.
Notification - For the conversion to ISO 10002:2014

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