SISCO- Specialized Industrial services

Doc. No: SISCO/FSMS/CC/ 01

company
Title: Customer Complaints handling Rev: 00 Issue: 01
Procedure Approval Date: 01/03/2017

Purpose: To determine the cause of a customer complaint so that we can

prevent the problem from re-occurring.

Scope: Scope of procedure including the handling and control of all kinds of
customer complaints.

Procedure:

1) Record when the complaint was reported: Record the key points of the
complaints (Physical hazard, Chemical Hazard and Food spoilage/
poisoning due to bacterial growth), Product preparation date, Batch
(Lunch, Breakfast, Dinner), Type (Indian/ Philippine/ Arabic),
2) According to complaint aspects identify the records need to be
checked. (Eg: Food cooking temperature log, Raw material receiving
record, Food storage temperature record etc).
3) Identify the corrective and preventive action need to be taken.

Corrective Action:

a) According to the problem the corrective and preventive action

should be taken by the department manager.

Lack of knowledge by staff train employees

Limited storage space providing storage space
Cross contamination controlling cross-contamination
Pests immediate pest control service for effectiveness
Improper preparation Monitoring preparation
Improper cleaning- Monitoring and Improving cleaning
Result of products supplied by supplier Communicating Supplier to
improve quality and monitoring the supplies.

Verification and Record Keeping:

Food Safety Team to suggest the corrective and preventive action and the
time frame to take corrective and preventive actions and responsible person.

If it is noticed that, similar complaint raising after preventive action also,

then HACCP plan will be reviewed and verified.
 SISCO- Specialized Industrial services
Doc. No: SISCO/FSMS/CC/ 01
company
Title: Customer Complaints handling Rev: 00 Issue: 01
Procedure Approval Date: 01/03/2017

The corrective and preventive actions taken should be recorded in CAPA

record.