TECHNISCH RENNEN ENGINEERING PRIVATE LIMITED ,Nagpur

SOP – TREPL/SOP/02

Rev: 00 01.04.2019

Quality Management System: ISO 9001:2015

TITLE: CUSTOMER COMPLAINT HANDLING

1.0 SCOPE:
To maintain Customer complaint handling process

2.0 ACTIVITIES & RESPONSIBILITY

Responsibility lies with Customer Cell Supervisor

SL.No ACTIVITIES

1. Register Complaint in Register

2. Manage the complaint process including :

a.) Complaint is assessed & assigned to the respective department
b.) Acknowledging receipt of the complaint within 24 hr.
c.) Providing a final written response to the complaint within 2 working days of
receipt of the complaint, including :
- Information relevant to the complaint.
- Explanation of event.
- Adequate reasons for any decision made
- Acknowledgement with thanks to complainant for their feedback.

3. If Pending , the provision of periodic reporting for governance to MD

4 Processes changes, learning & corrections are implemented & communicated across
the organization through formal training session, circulars , Notice boards, Visual
display.

3.0 RECORDS –
Customer complaint register

4.0 FORMATS–
Nil

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