Bangalore customer complaint summary 15 Feb-15 Mar

Date Location product Complaint detail Root cause

15/02/2021

Control sample was cross

checked and was found to
be ok. The only possible
root cause might be due to
minute leakage in the
pacakging while handling.
We have also verified pH
Idly dosa batter was and viscosity of the batch
stale and fungus and found to be under the
Chennai Batter formed on it limit
21/02/2021

Control sample was

verified and was complying
Bangalore Batter Batter watery & bitter with our standards

Production staff directly

sent the under weight
product for dispatch due
23/02/2021 Bangalore KP 4 units instead of 5 to ignorance

Control sample verified

24/02/2021 Bangalore WP
and there was no signs of
fungus. However the
following could be the
reasons
1. Temperature abuse in
the retail stores.
2. improper sealing
Fungus before UBD

26/02/2021 Bangalore WP
28/02/2021 Bangalore WP
03/03/2021 Bangalore KP
08/03/2021 Bangalore WP
11/03/2021 Bangalore WP
12/03/2021 Bangalore Batter
Control sample verified
and there was no signs of
fungus. However the
following could be the
reasons
1. Temperature abuse in
the retail stores.
2. improper sealing
Fungus before UBD
Control sample verified
and there was no signs of
fungus. However the
following could be the
reasons
1. Temperature abuse in
the retail stores.
2. improper sealing
Fungus before UBD
Effective RC is possible
only if the evidence of FOB
Found hair in parota is available
Found Long strings of Effective RC is possible
thread in Wheat only if the evidence of FOB
Parota is available
Production staff directly
sent the under weight
product for dispatch due
4 piece instead of 5 to ignorance
Control sample was
verified and was complying
Watery batter with our standards
ary 15 Feb-15 Mar
CAPA

Product handling training conducted for logistics

team and the production supervisors and QA team
has been briefed to properly verify the seal integrity
without fail

General training was given to the QA and production

team on maintaining the pH and viscosity as per the
standard

Shop floor training given to all the staff. Also planned

for an additional shift to minimise the rush.
Additionally planning to cover the checkware
machine with SS sheet to avoid passing of rejected
product by staff

Retraining has been given to the sealing staff and the

working condition of the MAP machines were
checked. Planned to start seal integrity check by
immersing random sample in water
Retraining has been given to the sealing staff and the
working condition of the MAP machines were
checked. Planned to start seal integrity check by
immersing random sample in water

Retraining has been given to the sealing staff and the

working condition of the MAP machines were
checked. Planned to start seal integrity check by
immersing random sample in water

Shop floor training has been given and also

instructed the production supervisor to monitor
more seriously

Verified the entire process and there was no

deviation in seiving and other processes

Shop floor training given to all the staff. Also planned

for an additional shift to minimise the rush.
Additionally planning to cover the checkware
machine with SS sheet to avoid passing of rejected
product by staff

General training was given to the QA and production

team on maintaining the pH and viscosity as per the
standard
 Hyderabad customer complaint summary 15 Feb-1
S.no Date Location product complaint

21/02/2021 Hyderabad ID batter Dosa taste like maida

24/02/2021 VishakapatnamMalabar parota Fungus issue

24/02/2021 Kolkata ID batter Idly not fluffy

3

07/03/2021 Vijayanagar Malabar parota Fungus issue

4
plaint summary 15 Feb-15 Mar
Root cause corrective action
No changes done in our
process.Batter viscocity is with in
Customer not used proper water to make dosa ..
standard (11000 to 13000.) Talked to
the customer and closed

Refresher training have been given

to the staff to check each and every
Pouch Damage issue on
packets for seal damage before
tansportation or sealing issue.
dispatch and also logistics team on
proper handling

Under fermentation issue. For

kolkata, fresh batter with pH 6.2 currently we are sending batter with
was sending pH 5.9 to as a solution

Refresher training have been given

to the staff to check each and every
Pouch Damage issue on
packets for seal damage before
tansportation or sealing issue.
dispatch and also logistics team on
proper handling
Dubai customer complaint summary 15 Feb-15 Mar
S.no Date Location product complaint Root cause Date Date Date

Reduced
one tawa
operation
Improper
to Required
sorting
15.02.202 No increase staffs will
1 Ajman KP Small size due to
1 Details the be fixed
manpowe
manpowe for sorting
r shortage
r at
sorting
process

Reduced
one tawa
operation
Improper
to Required
sorting
15.02.202 Small size No increase staffs will
2 Ajman KP due to
1 & Thin Details the be fixed
manpowe
manpowe for sorting
r shortage
r at
sorting
process

Pressing Preventiv
M/C.2 got e
breakdow maintenan
Productio
n during ce has
n stopped
the been
15.02.202 Hard post No and
3 Ajman KP productio following
1 cook Details welding
n hours & & getting
carried
it took 2 confimati
out
hrs for on with
rectificati supervisor
on s

Reduced
one tawa
operation
Improper
to Required
sorting
15.02.202 No increase staffs will
4 Ajman KP Small size due to
1 Details the be fixed
manpowe
manpowe for sorting
r shortage
r at
sorting
process
 Reduced
one tawa
operation
Improper
to Required
Small size sorting
15.02.202 No increase staffs will
5 Ajman KP & sight due to
1 Details the be fixed
smell manpowe
manpowe for sorting
r shortage
r at
sorting
process

Need to
Recalled
identify
the
the
product &
quality
replaced
Existing issue by
non-
Salt(Iodis external
16.02.202 Exp: iodized
6 Ajman IDB Idly hard edsalt) lab test &
1 16/02 salt for
quality Arranging
the soft
issue COA
idli as
report for
finalised
salt
from the
consignm
trials
ents

Need to
Recalled
identify
the
the
product &
quality
replaced
Existing issue by
non-
Salt(Iodis external
16.02.202 No iodized
7 Ajman IDB Idly hard edsalt) lab test &
1 Details salt for
quality Arranging
the soft
issue COA
idli as
report for
finalised
salt
from the
consignm
trials
ents

Got GV0206
Digestion M,
16.02.202 problem 07/02/202
8 Ajman Noodles
1 after 1,
having the 16/02/202
noodles 1
 Reduced
one tawa
operation
Improper
to Required
sorting
17.02.202 No increase staffs will
9 Ajman KP Small size due to
1 Details the be fixed
manpowe
manpowe for sorting
r shortage
r at
sorting
process

Reduced
one tawa
operation
Improper
to Required
sorting
17.02.202 No increase staffs will
10 Ajman KP Small size due to
1 Details the be fixed
manpowe
manpowe for sorting
r shortage
r at
sorting
process

Reduced
one tawa
operation
Improper
to Required
sorting
17.02.202 No increase staffs will
11 Ajman WP Small size due to
1 Details the be fixed
manpowe
manpowe for sorting
r shortage
r at
sorting
process

Less oil Primary

and aseel, sheeting
Changed
whole machine
19.02.202 Hard post DOE: to vivatta
12 Ajman KP meal atta setting
1 cooking 22/02 atta, oil%
used for should be
increased
productio standardiz
n ed

MF14B,
CP 15/02/202
20.02.202
13 Ajman MFA CP sticking 1,
1
issue 21/02/202
1
 Stcikiness
complaint
s are
increasing
20.02.202 & regular No
14 Ajman MFA CP
1 customers Details
are
hesitate to
take our
chapati

Less oil Primary

and aseel, sheeting
Changed
whole machine
20.02.202 Hard post No to vivatta
15 Ajman WP meal atta setting
1 cooking Details atta, oil%
used for should be
increased
productio standardiz
n ed

Reduced
one tawa
operation
Improper
to Required
sorting
20.02.202 No increase staffs will
16 Ajman KP Small size due to
1 Details the be fixed
manpowe
manpowe for sorting
r shortage
r at
sorting
process

23.02.202 Less Dal No

17 Ajman IDB
1 Content Details

Reduced
one tawa
operation
Improper
to Required
sorting
23.02.202 No increase staffs will
18 Ajman Parota Small size due to
1 Details the be fixed
manpowe
manpowe for sorting
r shortage
r at
sorting
process
 Less oil Primary
and aseel, sheeting
Changed
whole machine
23.02.202 Stickiness No to vivatta
19 Ajman MFA CP meal atta setting
1 issue Details atta, oil%
used for should be
increased
productio standardiz
n ed

Less oil Primary

and aseel, sheeting
Changed
whole machine
25.02.202 No to vivatta
20 Ajman Parota Dry meal atta setting
1 Details atta, oil%
used for should be
increased
productio standardiz
n ed

Weevil in MF21B,
chapati 22/02/202
27.02.202
21 Ajman MFA CP and no of 1,
1
CP was 9 28/02/202
in a pack 1

Less oil Primary

and aseel, sheeting
Changed
whole machine
27.02.202 Dry post No to vivatta
22 Ajman WP meal atta setting
1 cook Details atta, oil%
used for should be
increased
productio standardiz
n ed

Reduced
one tawa
operation
D0227, Improper
to Required
Size 28/02/202 sorting
increase staffs will
23 Ajman ### WP issue(Sma 1, due to
the be fixed
ll) 06/03/202 manpowe
manpowe for sorting
1 r shortage
r at
sorting
process

CP- 9
pieces and No
24 Ajman ### CP & KP
KP-Hard Details
post cook

Annapoor 28 FEB
na No salt in 2021 / 05
25 Ajman ###
Idiyappm product MAR
a 2021
 Idiyappa
m
pouches
Training
are Planning
done with
Hair & bundles to arrange
Annapoor 28 FEB team and
Rubber with the rubber
na 2021 / 05 segregatin
26 Ajman ### band rubber band free
Idiyappm MAR g the
inside bands & pouches
a 2021 rubber
pack the same from
bands
carrying vendor
manually
in the
processin
g area

Hard post
No
27 Ajman ### IDB cook sice
Details
2 days
Productio Printed Ensuring
MF02B, Everday
n and ink found & get
03/03/202 cleaning
Expiry fade due confirmati
28 Ajman ### MFA CP 1, of the
dates are to Exp:09 on the
09/03/202 printing
printed as was look everyday
1 ink holder
3 a like 03 date code

Rejected
D0302, the lot
Need to
03/03/202 RM and
Weevil in install the
29 Ajman ### KP 1, contamina returning
parota sieving
09/03/202 tion the
machine
1 remaining
stock

Hot CP
MF20B, Awarenes Ensuring
packed
21/03/202 s training the
CP stick since
30 Ajman ### MFA CP 1, provided packing
together improper
27/03/202 to packing temperatu
control of
1 team re by QA
packing

Hot CP
Awarenes Ensuring
CP stick MF01B, packed
s training the
together 2/03/2021 since
31 Ajman ### MFA CP provided packing
& , improper
to packing temperatu
Breakage 8/03/2022 control of
team re by QA
packing
 Excess
grinding Planned
of batter to clean
have the auto
Blade
resulted grinder
parts
D0305A, tight blades
Idlly not dismantle
06/03/202 batter and every
puff up d and
32 Ajman ### IDB 1, the month
post cook cleaned
12/03/202 fermentati and added
& Hard after more
1 on issue in
than a
caused by preventiv
year
auto e
grinders maintanen
blades ce
tightened

Paorta
EXP:
33 Ajman ### KP layer
11/02
breakage

Need to
Improper
replace
verificatio
the
n by
D0307AG packing
couting
, Awarenes staffs as
Hair staffs
08/03/202 s training Nepali or
34 Ajman ### KP inside since the
1, provided Lady
pack crate
14/03202 to team staffs or
shortage
1 Automati
issue
c packing
faced at
machine
the time
required

Hot CP
Awarenes Ensuring
packed
s training the
No since
35 Ajman ### MFA CP CP sticky provided packing
Details improper
to packing temperatu
control of
team re by QA
packing
 Excess
grinding Planned
of batter to clean
have the auto
Blade
resulted grinder
parts
tight blades
dismantle
batter and every
Idly hard No d and
36 Ajman ### IDB the month
& watery Details cleaned
fermentati and added
after more
on issue in
than a
caused by preventiv
year
auto e
grinders maintanen
blades ce
tightened

Sour taste
DOP: 08
37 Ajman ### KP &
March
pungent
Batter No
38 Ajman ### IDB
watery Details
Hard post No
39 Ajman ### KP
cook Details
Oily No
40 Ajman ### KP
parota Details
Frozen
Frozen No
41 Ajman ### bundle
KP Details
seal open
Batter
No
42 Ajman ### IDB quality
Details
issue
No
43 Ajman 13/3/2021 Chapati Breakage
Details
14/03/202 Hard post Productio
44 Ajman KP
1 cook n: 11/03
 Mumbai customer complaint summary 15 Feb-15 Mar
Sr No Date Location Product Complaint

Wheat Parota spoilt bef
Wheat parot ore use by date, has fu
1 14/02/2021 Mumbai a ngus or moulds on it, B
atch No: DB08; Use-by-
date: 15/02/2021

idli dosa batt The batter pack filled w
2 17/02/2021 Delhi er ith liquid,No Batch and
details available

Malabar par
3 18/02/2021 Mumbai ota 4 units instead of 5, Bat
ch No: DB15

Malabar par
4 20/02/2021 Mumbai
ota
Parota spoiled, Batch N
o DB16 
 Malabar par Expired parota delivere
5 22/02/2021 Mumbai ota d by Suprdaily

Idli Dosa Batt
6 21/02/2021 Mumbai er feedback - plz add som
e more urad dal to idli 
batter recipe.

Idli  Dosa Ba batter smells, idli batter
7 27/02/2021 Mumbai tter  is not good quality, Bat
ch  No. DB04 , use by d
ate 11/02/2021
Wheat Parota spoiled
8 03/05/2021 Thane Wheat Parotabefore UBD
Idli  Dosa Ba
Mumbai tter
9 10/03/2021 Watery batter
Idli  Dosa Ba
Mumbai
tter
10 13/03/2021 Watery batter
Idli  Dosa Ba
Mumbai tter
11 15/03/2021 idly not good
plaint summary 15 Feb-15 Mar
Root cause
due to product storage at higher
temperature in the store
Not applicable since product details
are not available
packing staff erroneously kep 4
pieces instead of 5
Pouch Damage issue on
tansportation or sealing issue.
Not applicable
Not applicable
Disputed, customer bought expired 
product Not applicable
due to product storage at higher
temperature in the store
Control sample was verified and was
complying with our standards
Control sample was verified and was
complying with our standards
under fermentaion
corrective Action
Briefed store team on this
Not applicable
Retraining have been given to the staff and
planned to procure checkware machine
Refresher training have been given to the
staff to check each and every packets for
seal damage before dispatch and also
logistics team on proper handling
Not applicable
Not applicable
Briefed store team on this
General training was given to the QA and
production team on maintaining the pH and
viscosity as per the standard
General training was given to the QA and
production team on maintaining the pH and
viscosity as per the standard
strictly monitoring PH of batter