A Complaint Is Data: Feeding Feedback Back into the Product

In the industrial door business, the most valuable feedback is usually the least pleasant kind. A problem with photocell positioning during commissioning, a panel edge damaged in transit or a delayed order update can occur. None is easy to hear, but an organization cannot learn from feedback that is never recorded.

What ISO 10002 says — and what it does not

ISO 10002:2018 provides guidelines for the planning, design, operation, maintenance and improvement of complaints handling related to products and services. It addresses an open and accessible process, analysis of complaints, auditing of the process and review of its effectiveness.

It is not a requirements standard and is not used as a certifiable management-system standard. ISO also does not certify organizations or issue certificates. The expression “ISO 10002 certified” therefore does not accurately describe the published record.

What does the Belcert document show?

Document A1901028, published on the site, was issued by Belcert to Alkur Kapı Sistemleri on 30 June 2026 and states an expiry date of 30 June 2027. It refers to the ISO 10002:2018 guidance.

The record is classified as a supporting document issued by Belcert; it is neither an ISO certificate nor independent certification of conformity to ISO 10002. On its own, it also does not prove specific response times, the assignment of a record number, root-cause analysis in every case or a guaranteed outcome.

Turning guidance into a measurable process

The guidance becomes useful when an organization defines measurable controls in its own procedure. A robust implementation model includes:

1. Converting feedback into a unique record with its date, channel, project and product information.
2. Classifying the matter under safety, product conformity, logistics or service.
3. Defining the responsible role, communication step and target time in the organization’s procedure.
4. Distinguishing correction, root cause and corrective action where relevant.
5. Retaining closure evidence and periodically reviewing recurrence and trends.

These five steps are a recommended control model for translating the guidance into an auditable process, not a claim that every case at Alkur currently follows them exactly. The current service workflow and response terms must be confirmed for the relevant project or service record.

What it means for you

Including the product or door label, project name, site location, incident date and, where possible, photographs or video can speed up the technical assessment of feedback. The recording method, responsible role and target time should be communicated under the current service procedure.

You can review the Belcert document, its dates and its scope boundary on our certificates page.