Hopefully someone has the answer as I have experienced issues with controlling complaint handling in my recent audits.
I know our company must get complaints of all sorts from very small verbal comments to full blown legal letters. We apparently adopt the RICS approach to handling however when I approach management to ask for records of any received no-one in the business has any.
So it makes me think they are handled by top management, then discarded - or filed somewhere inaccessible.
If you are looking at auditing complaints processing refer to 7.2.3 of ISO9001 (the organization shall determine and implement effective arrangements for communicating with customers in relation to...customer feedback, including customer complaints) and 8.5.2 (A documented procedure shall be established to define the requirements for...reviewing nonconformities (including customer complaints).
ISO 10002:2004 is cited as a guideline for complaints handling but I havent read that.
I have found from my limited experience that industry standard compliant procedures (such as RICS) provide a good skeleton to follow, and if auditing this you want to ensure all steps have been covered with proper communication throughout the process with customer and company parties, and finally ensuring corrective action was effective, and records maintained (with any lessons learnt communicated to the company - although i guess that would come under a separate audit of the Lessons Learnt process).
If you run a search using the 'Post Attachments List' at the top of the page (little green button) there are a few useful documents there -
Complaint related file attachments.
Hope it helps.
Peter