The Small and Medium Business Development Agency (SMBDA) under the Economy Ministry of Azerbaijan has been awarded the ISO 10002:2018 "Quality Management, Customer Satisfaction, Guidelines for Complaints Handling in Organizations" international standard certificate.

According to Report, citing SMBDA, this international standard evaluates the process of receiving complaints by the organization, their consideration, resolution, and response, and determines the requirements for more effective handling of complaints.

As part of the certification process that began in late 2024, the agency's procedures and work experience in the relevant field have been further improved and aligned with the requirements of the international standard, and employees of SMBDA's structural units have been involved in training.

The certificate will serve to elevate the process of handling entrepreneurs' complaints at SMBDA to a new quality level and further increase entrepreneur satisfaction.