Head Office Factory

Modhumita Building, 4 th Floor Anwar Jang Road

158-160, Motijheel C/A 1 No. Kalma Bazar
Dhaka-1000, Bangladesh Savar, Dhaka-1341

HANDLING OF Complaint

Title: Complaint Procedure

Author Approved By

__________ ________ ________ _____

(Management Representative) (Director)

T: 88 02 712 08 99, 096 17 000 444

M: 88 096 17 000 442
F: 88 02 956 4650
E: info@rizvifashions.com
www.rizvifashions.com
QWAY- 4. HANDLING OF CLAIMS PAGE 2 OF 7
Company Name : Rizvi Fashions Ltd.
Buyer’s Name :
Title : A. Claim Procedure
Sub Title : Claim Procedure Approval Date : 31-December-2019
Document No : 4-4A1-01 Valid Until : Further review

Issue No : A Effective From : 01-Jan-2020

Change Record

Issue Issue Date Brief Description of Change

A 31-December-2019 New

Distribution List

Director
Sr. Manager (Admin)
Sr. Manager (Commercial)
GM (Tech)
Sr. Manager (Export)
Senior Manager (Stitching)
Manager Quality (Export)
Respective Production Manager
Respective Asst. Production Manager
Deputy Manager (Process coordination & Compliance)
QWAY- 4. HANDLING OF CLAIMS PAGE 3 OF 7
Company Name : Rizvi Fashions Ltd.
Buyer’s Name :
Title : A. Claim Procedure
Sub Title : Claim Procedure Approval Date : 31-December-2019
Document No : 4-4A1-01 Valid Until : Further review

Issue No : A Effective From : 01-Jan-2020

1.0 OBJECTIVE

To measure the customer perception of organization’s fulfillment of customer requirements and

handle the customer’s complaints.

2.0 SCOPE

All customers of Alltex Industries Limited.

3.0 DEFINITION

Customer Claims: The purpose which not fulfills the customer’s requirements.

Customer Satisfaction: Customer’s perception of the degree to which the customer’s

requirements have been fulfilled.

Customer Satisfaction Survey: The systematic collection, analysis and interpretation of

information about customer satisfaction.

4.0 RESPONSIBILITY

GM (Sales & Marketing), Senior Manager (Export), Quality Manager (Export), Senior Manager
(Stitching) and concerned personnel are responsible to handle the customer complaints.
QWAY- 4. HANDLING OF CLAIMS PAGE 4 OF 7
Company Name : Rizvi Fashions Ltd.
Buyer’s Name :
Title : A. Claim Procedure
Sub Title : Claim Procedure Approval Date : 31-December-2019
Document No : 4-4A1-01 Valid Until : Further review

Issue No : A Effective From : 01-Jan-2020

5.0 METHODS

Responsible Activity Interface

Senior Manager
(Export) Receive Customer complaint by email, Communication E-mail
Respective Officer mail, phone or other suitable means reference
(Export)

Record the complaints in

Senior Manager Customer Complaints Log Customer Complaints Log Form
(Stitching) Forms
GM (Production)

Customer Complaints Form.

Senior Manager Concerned Personnel based on
(Stitching) Determine root cause the nature of complaints.
Quality Manager
(Export) B
Corrective & Preventive Action
Report Form.
All concerned Concerned Personnel of the
personnel based on the Implement corrective action departments.
nature of the arising from the root cause
analysis.
complaints

A
QWAY- 4. HANDLING OF CLAIMS PAGE 5 OF 7
Company Name : Rizvi Fashions Ltd.
Buyer’s Name :
Title : A. Claim Procedure
Sub Title : Claim Procedure Approval Date : 31-December-2019
Document No : 4-4A1-01 Valid Until : Further review

Issue No : A Effective From : 01-Jan-2020

Responsible Activity Interface

Corrective Action No
Effective?

B
Yes

GM (Production)
Senior Manager Complainants/Claim
(Export)
Quality Manager Inform complainant of the
findings and corrective action
(Export) made.
Senior Manger
(Stitching)

6.0 REFERENCES

Customer Complaints Log

Customer Complaint Form
Corrective & Preventive Action Report (CAR/APR) Form