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Complaints handling

Are you getting value out of your complaints?

Complaints are a hidden goldmine.

In today’s highly competitive business environment, managing customer complaints effectively is a commercial imperative. Customer complaints that are not well handled can be very costly (i.e. loss of business and damage to brand). On the other hand, well managed complaints improve profitability and increase customer loyalty and new business.


The revised complaints standard, AS ISO 10002-2006 was released on 5 April 2006. As required by the revised standard, have you:

  • Updated your complaints system and processes to be compliant with the new standard?
  • Updated your complaints framework efficiently to avoid unnecessary compliance burden?
  • Trained your staff recently on effective complaints handling?
  • Performed an independent review of the overall complaints framework and processes?

At Deloitte, we have the capabilities to perform a review of your overall complaints handling framework and associated processes to comply with the revised standard, provide tailored complaints training workshops and complaints data analytics.

Let us provide the solution to your complaints handling framework, process and policies; contact our team of experts to find out more.


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