ISO 28000:2007 Foundation Quiz 05 24Mar25 - Practice Quiz

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Question 1 of 30

GlobalTech Solutions, a multinational technology firm, recently implemented a complaint handling system purportedly compliant with ISO 10002:2018. Despite the implementation, customer satisfaction scores have declined, and the volume of unresolved complaints has increased significantly. Customers report feeling ignored, and internal audits reveal inconsistencies in how complaints are handled across different departments. Senior management is concerned that the system is not achieving its intended purpose of improving customer relations and organizational performance. Several employees express frustration with the complexity of the new system and a lack of clarity regarding their roles and responsibilities in the complaint handling process. Furthermore, the company\'s legal department has flagged potential compliance issues with data privacy regulations in certain jurisdictions due to inconsistent application of confidentiality protocols. Given this scenario, what is the MOST appropriate initial action for GlobalTech Solutions to take to address these issues and ensure the complaint handling system aligns with the objectives of ISO 10002:2018?

Conduct a comprehensive review of the existing complaint handling system against the principles of ISO 10002:2018, focusing on customer focus, transparency, responsiveness, fairness, confidentiality, and continuous improvement.

Invest in additional training for all employees on the existing complaint handling system, emphasizing the importance of following established procedures and documentation requirements.

Ignore the customer complaints and focus on improving internal processes to reduce the overall volume of complaints received, assuming that fewer complaints will eventually lead to higher satisfaction scores.

Engage legal counsel to review all outstanding complaints and develop a standardized response strategy to minimize legal risks and potential liabilities associated with unresolved issues.

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