ISO 10002:2004 is the international standard for complaints handling in organizations. Its major framework is to provide guidance for the design and implementation of an effective and efficient complaints handling process for organizations. It is one of the most updated and systematic international customer service management systems at the moment.
ISO 10002:2004 focuses on the process of complaints handling related to products and services within an organization, including planning, design, operation, maintenance and improvement. The complaints handling process is suitable for use as one of the processes of an overall quality management system. (ISO 10002:2004 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.)
In November, 2006, Hong Yip successfully achieved ISO 10002:2004 certification by SGS covering our Head Office and five properties under our management. They are Wonderland Villas, 127 Repulse Bay, International Trade Centre, Woodland Crest and Chateau Royale.