CUSTOMER COMPLAINT HANDLING

PROCEDURE

Start

Visit to customer……
Customer Complaint Understand actual
Customer Complaint
complaint phenomenon,
Concern Summary Register
collect
photographs/sample

Communicate to NO Problem related

customer with
justification & close to VPPL

YES

Plan for containment Generate & display of

Analyze/Revisit
action & given quality alert at
existing inspection
emergency response appropriate location i.e.
method & controls. If
feedback/containment manufacturing,
inadequate change
action to customer inspection

Respond to customer
Organize CFT meeting
Change inspection with detail time bound
& detail out CAPA
controls action plan in customer
within 24hrs
prescribed standard

YES

Implement the
NO corrective & preventive
End If complaint repeat action planned &
submit corrected lot to
customer