CUSTOMER COMPLAINTS

1. Upon receiving the complaint, a complaint record must be created with the following
information included:
• Customer name and contact information
• Date of complaint
• Product name and description
• Product best before date
• Product code
• Outlet where product was purchased
• Reason for complaint
• Availability of defective product

2. Inform the customer that the complaint will be investigated by our quality assurance
team. If possible, collect a sample of the defective product from the customer.

3. The quality assurance team will investigate the complaint record and proceed with a
laboratory investigation.

4. The quality assurance team must first check the Brew Log of the specified Product
Code to identify if any deviations on production occurred.

5. If available, the defective product sample obtained from the customer and a retained
sample from the same batch undergoes lab analysis .

6. If the complaint sample and the retained sample show deviation from proper product
specifications, the complaint is a confirmed case. If the complaint sample is out-of
proper specification while the retained sample is within proper specification, the
complaint will be considered a non-confirmed case and may be due to improper
handling, storage, or misuse of the product.

7. Confirmed cases must be addressed immediately by taking appropriate corrective

actions by re-training staff, incorporating corrective production procedures, or recalling
products from the market if necessary.

8. Contact the customer that issued the complaint and give a report on the investigation,
findings, implications, and corrective measures taken.

PRODUCT RECALL

1. Report the intent to recall defective product to customers and the FDA.

2. Evaluate the product’s risk to consumers and identify a recall classification.

• Class I: Reasonable likelihood of serious adverse health
consequences or death.
 • Class II: Temporary or medically reversible adverse health
consequences.
• Class III: Not likely to cause adverse health consequences.

3. Once classified, announce the recall appropriately and proceed with the removal of
products from the market.

4. Create a report on the recall containing the following information:

• Product name and description
• Product code
• Recall Classification
• Recall procedure and implementation
• List of outlets where products were recalled
• Inventory of recalled products

5. Recalled products are corrected and if necessary, destroyed.

PRODUCT RETURNS

1. Once outlet receives a returned product from a customer, the outlet must report the
return immediately and note the following information:
included:
• Customer name and contact information
• Date of return
• Product name and description
• Product best before date
• Product code
• Outlet where product was returned
• Reason for return
• Availability of returned product

2. Returned product is received from outlet and the information provided is analyzed by
the quality assurance team.

3. The quality assurance team must first check the Brew Log of the specified Product
Code to identify if any deviations on production occurred.

4. If available, the returned product sample obtained from the customer and a retained
sample from the same batch undergoes lab analysis.

5. If the returned sample and the retained sample show deviation from proper product
specifications, it is a confirmed case. If the returned sample is out-of proper
specification while the retained sample is within proper specification, the return will be
considered a non-confirmed case and may be due to improper handling, storage, or
misuse of the product.
6. Confirmed cases must be addressed immediately by taking appropriate corrective
actions by re-training staff, incorporating corrective production procedures, or recalling
products from the market if necessary.

7. Contact the customer that returned the product and give a report on the investigation,
findings, implications, and corrective measures taken.