CONTROL OF NON-CONFORMING Reference: ID003-06

PRODUCTS/SERVICES AND Revision: 0

CUSTOMER COMPLAINTS Page 1of 2
Date: 1 NOVEMBER 2016

Purpose

To ensure than non-conformances are detected so that corrective measures are put in place
to prevent recurrence of the non-conformity.

Scope

This section deals with short term, intermediate and long term non-conformances. A non-
conformance is defined as any product or service that deviates from procedures,
product/service requirements and customer requirements. Non-conformances include
customer complaints.

Classification of non-conformances

 Non-conformances are identified as the following:

 Non-conforming records,
 Product/service that does not conform to stated requirements,
 Audit observation or finding,
 Customer complaints, either written or telephonic,
 Reports by personnel or as a result of a management review.
 An unacceptable feedback from a Customer Feedback form.
 Failed inspection and tests.
 Non-compliance to Quality Control interventions.

Procedure
A non-conformance report (NCR) form will be filled in by the relevant person or department
that raises the non-conformity.

The NCR shall be submitted to the Quality Representative (QR) for monitoring and close out.
The QR will then include the NCR in the NCR register.

The responsible person will then determine the corrective action to address the non-conformity
based on the criticality and the assessment of the NCR. The responsible person will
determine the corrective action to be undertaken. The time frames to implement the corrective
action shall be negotiated if necessary. The corrective action with supporting evidence will be
submitted to the person who raised the NCR and the QR to update the register. Failure to
address the NCR and corrective action will result in the escalation of the NCR to the next level
of management.

Where a non-conformance is detected after the service or product has been delivered to the
client, the product will be recalled and in case of a service rendered, the client will be informed
of the non-conformity. If necessary, the client is notified and work recalled.

Where the evaluation indicates that the nonconforming situation could recur or that there is
doubt about the compliance of the corrective action to the company policies or procedures,
preventive action will be taken.

Records

Non-conformances shall be recorded in the appropriate NCR register.