ISO 10002 Complaints Handling Awareness
A concise, management-level overview of ISO 10002:2018 — the fastest way to get your team speaking the same language.
Duration
16 hours
Delivery
Virtual or physical
Language
English
Outcome
Attendance certificate
Training delivered under ISO 21001:2025 — together, CAS Academy.
Overview
ISO 10002 Complaints Handling — Awareness training programme delivered under ISO 21001:2025; awareness or competence pathway as per scheme code.
Personnel certification for the guidelines on customer-complaints handling in organizations per ISO 10002:2018.
What you'll learn
- Understand the purpose, structure and core concepts of ISO 10002:2018.
- Use the standard's key terms, definitions and principles with confidence.
- Recognise how the requirements apply to your organisation's context.
- Identify the roles, records and activities the standard expects.
- Know what an implementation or certification journey involves before you start.
Who should attend
- Managers and team leads who need the big picture quickly.
- Staff joining a project or compliance team for the first time.
- Anyone who must understand ISO 10002:2018 without auditing or implementing it.
How it's delivered
Format
16-hour programme, attend virtual — live online — or physical, in person.
Materials & trainer
Led by an approved CAS Academy trainer, with full course materials and worked examples.
Assessment
Continuous participation; an attendance certificate is issued on completion under ISO 21001:2025.
Reasonable accommodation
Tell us at application and we'll arrange suitable accommodation for the assessment (§9.1.5).
The certificate you earn
Every certificate is verifiable online at academy.cas.com.eg/verify. CAS Academy operates to ISO/IEC 17024:2026 — accreditation in progress.
Prerequisites
Open to all interested professionals. No prior certification required. Literacy in the chosen training language is recommended. Awareness covers the foundational terminology and clause structure of ISO 10002:2018.
Reference standards
Frequently asked questions
How long is the ISO 10002 Complaints Handling Awareness programme and how is it delivered?
It runs over 16 training hours, and you can attend virtual — live online — or physical — in person at an agreed venue.
How much does the ISO 10002 Complaints Handling Awareness programme cost?
The fee depends on your chosen programme type (attendance) and delivery (virtual or physical). Apply or contact CAS Academy and we'll confirm your fee.
What certificate do I receive?
You receive a CAS Academy attendance certificate issued under ISO 21001:2025, confirming you completed the programme.
Do I need any prerequisites for ISO 10002 Complaints Handling Awareness?
Open to all interested professionals. No prior certification required. Literacy in the chosen training language is recommended. Awareness covers the foundational terminology and clause structure of ISO 10002:2018.
How do I enrol?
Apply online from this page. We confirm prerequisites within 2 working days, then schedule your training and attendance.
Related programmes
Ready to enrol on ISO 10002 Complaints Handling Awareness?
Apply online and we’ll confirm your prerequisites within 2 working days.