Setting Higher Standards in Customer Care for Residential Properties
Provision of Property Management, Property Rentals, Property Maintenance, Property Documentation and Property Interiors for residential properties.
SANGAU Certified Standard
ISO 10002:2018
Customer Satisfaction & Complaints
About ISO 10002:2018
ISO 10002:2018 is the international guideline for handling customer complaints. It helps organizations receive, evaluate, and resolve complaints effectively — improving satisfaction and driving continual service improvement.
Certification Details
- Date of Certification
- 11th August 2025
- Issuance Date
- 11th August 2025
- 1st Surveillance Due
- 10th August 2026
- 2nd Surveillance Due
- 10th August 2027
- Re-Certification Due
- 10th August 2028
- Certifying Body
- International Accreditation Board (IAB)
Scope of Customer Satisfaction & Complaint Management System
The scope of SANGAU's ISO 10002:2018 certification covers the design, implementation, and continual improvement of a structured Customer Satisfaction and Complaint Management System across all business verticals. This includes property management, property rentals, property maintenance, property documentation, and property interiors.
The system ensures that customer feedback, concerns, and complaints are received, recorded, evaluated, and resolved in a fair, transparent, and timely manner. This certification demonstrates SANGAU's commitment to providing high-quality services, addressing customer needs proactively, and strengthening long-term relationships with property owners, tenants, and service partners.
Customer Communication
Establishing clear channels for customer communication.
Complaint Tracking
Recording and tracking complaints systematically.
Root Cause Analysis
Root cause analysis and corrective action for recurring issues.
Continuous Improvement
Continuous improvement of services based on client feedback.
International Alignment
Maintaining customer trust and satisfaction by aligning with international best practices.
What This Means for SANGAU Clients
- Transparent, time-bound responses and escalation paths
- Root-cause fixes and feedback loops to prevent repeat issues
- Consistent tracking and communication until closure
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