Indus Emergency Vehicles

Title Customer Complaints.

SOP for handling of Customer Complaints
Scope

Revision
SOP no.: Date: Revision Date Page
No:
IEV/QA/SOP/001
06/6/2022 01  -- 1 of 2

 Objective
This document details the procedure for handling Customer Complaints. that a written procedure
shall be followed for handling and investigating customer complaints in a systematic manner in
compliance with regulatory requirements and its use to avoid reoccurrences.

 Procedure
I. Any complaints received by e-mail, telephonically, or in writing are to the Quality
Assurance Dept. to investigate the root cause of the problem. The complaint received is
recorded and maintained in a file meant for customer complaints. The quality Assurance
department shall investigate the root cause of the problem in along with Technical Team
(Manager-Technical & Design Dept.)

II. Quality Assurance Dept. Raise the CAR (Corrective Action Record) & get it closed.

III. Monthly review will arrange by QA Dept. along with all Dept. Head.

IV. The complaint will be noted in the system for warranty claim/Service Quality

V. QA Dept. Should ensure & monitor the effectiveness of CAR

Copy To #PRODUCTION/DESIGN/ARC/PLANNING

PREPARED BY : Riyaz Rathod APPROVED BY : S S Sardesai

 Indus Emergency Vehicles
Title Customer Complaints.
SOP for handling of Customer Complaints
Scope

Revision
SOP no.: Date: Revision Date Page
No:
IEV/QA/SOP/001
06/6/2022 01  -- 2 of 2

VI.

The complaints may be of incidents, suggestions, observations, quality of services, or non-

compliance of testing is considered in the same category. All customer complaints, whether written,
e-mail, telephonically received are forwarded to Quality Assurance.  The complaints received are
reviewed by the Quality Assurance/ Design Dept/Technical Manager and are assigned to the
appropriate personnel for investigation. It shall be ensured that corrective action is taken if any
deviation is observed after investigation.

 CATEGORIZATION OF COMPLAINTS

All complaints shall be categorized as follows but not limited to the examples.

 Critical: All critical complaints shall be investigated within a week or earlier depending upon
the severity of the complaints
 Major: All major complaints shall be investigated within one month or earlier depending
upon the severity of the complaints
 Minor: All minor complaints shall be investigated within two months or earlier depending
upon the severity of the complaint.

 Quality Assurance Dept. shall register the complaints on the SOP Logbook of Customer
Complaint

 Follow-up shall be done for corrective action and preventive action as per SOP CAPA to
prevent the reoccurrence of such complaints

 Investigation and resolution of all customer complaints is a priority matter hence

investigation shall be completed in a time-bound period.

PREPARED BY : Riyaz Rathod APPROVED BY : S S Sardesai