AS ISO 10002-2006/AMDT 1-2011 Customer Satisfaction - Guidelines for Complaints Handling in Organizations - Victoria


You will be required to comply with these guidelines if you are accredited as a booking service provider. The accredited person must handle complaints about booking services in a way that is consistent with these guidelines. It provides information for the design and implementation of a complaints handling process.

Note that this standard has been updated and you will need to meet the requirements set out in ISO 10002:2018 Quality management — Customer satisfaction — Guidelines for complaints handling in organisations.

Service type

Code of Practice

A code of practice is a set of rules which details how people in a certain industry should behave. A code of practice can be defined as a result of legislation or by industry regulators and bodies.

Administering agency

Department of Transport and Planning

Safe Transport Victoria

Contact details

Contact Email, Phone and Address Details for this service in simple two column table format, header then data.