Procedure for Handling of

Customer Complaints
1. SCOPE
The scope of this procedure is applicable to all customer orders and
customer related processes.

2. PURPOSE
To define the methods for documenting and resolving Customer
complaints/concerns and to ensure that customer complaint is handled
effectively.

3. REFERENCE DOCUMENTS
3.1 YYY Quality Manual,
3.2Customer Related Processes.
3.3 Procedure for Correction and Corrective Action.
3.3 Procedure for Control of Documented Information
3.4 Procedure for Manufacturing.
3.3 Procedure for QA
3.4 Procedure for Monitoring and Measurement of customer satisfaction.

5. RESPONSIBILITY AND AUTHORITY

Sales Manager is responsible for recording, acting upon and
communicating to the customer on all complaints received. PROD, QA,
PD and all other concerned Depts are responsible to assist the sales Dept
when required.

6. DETAILS OF PROCEDURE
6.1 General

6.1.1 The Sales and/or Quality Assurance Department personnel shall

be responsible for documenting, tracking and resolving Customer
concerns/complaints or corrective action requests.
6.1.2 When a concern/complaint or corrective action is verbally or in
writing communicated by the Customer, the Sales/Quality Assurance
person records and/or attaches the submitted information to the
Customer Complaint/Concern Record form and makes an entry into the
Customer Complaint/Concern Log.
6.1.3 Each Customer concern/complaint is assigned a unique number
(i.e. Year-XX or 06-01, 06-02, etc.)
6.1.4 When a Customer Complaint/Concern is received, the originator
who prepared the Customer Complaint/Concern Record form shall
distribute copies of it to the Production, Sales, Quality Assurance and
others as deem necessary to resolve the issue. The original is retained in
the Customer Complaint/Concern Logbook.

6.2 Customer Feedback/ Rating :

6.2.1 Customer response obtained from customers is reviewed to find

out opportunities for improvements. These shall be obtained once a year.
Quality rating feedback is also received from customers.
6.2.2 Level of customer satisfaction can be judged through the
feedback/rating obtained, also reviewing customer’s perception captured
during the visit by/to customers.
6.2.3 Wherever necessary, corrective/preventive actions shall be
initiated to improve customer rating.

6.3 Addressing Concerns/Complaints

6.3.1 Sales /Quality Assurance and Other Functional Departments are

responsible for addressing concerns/complaints. The goal is to have all
issues addressed and closed by Sales/Quality Assurance personnel in less
than 7 working days.
6.3.2 When Sales /Quality Assurance and other Functional Department
personnel cannot resolve the concern/complaint within 7 working days,
the issue is elevated to the Technical Director for resolution. This is
accomplished via written memo or email.
6.3.3 When deemed necessary by the Sales or Quality Assurance, a
Corrective Action Request (CAR) may be issued to document,
investigate, identify root cause and obtain corrective action per
procedure for Correction and Corrective Action.
6.3.4 Sales/Quality Assurance and Support Functions shall ensure
Customer’s concerns/complaints are closed.
6.3.5 Summary of customer complaints shall be submitted for
Management Review Meeting.
6.3.6 Sales /Quality assurance dept studies the nature of the complaint
and takes action to redress the customer’s grievance, in consultation with
Productions and other Depts where necessary.
6.3.7 Where necessary, a visit is made by concerned Dept. to customer’s
premises to understand, analyse and decide the course of action.
6.3.8 In-house inspection test records at various stages are studied by
QA if necessary to analyse/understand the complaint.
6.3.9 If correction proposed involves a change of process/specifications,
the customer’s concurrence is sought. If necessary a sample lot as per the
revised process is made and tried at the customer’s end before the
conclusion.
6.3.10 Products rejected and returned by the customer are identified
and recorded and may be sorted out through one of the following
methods
– Reworked, retested, and returned.
– Replacements given.
6.3.11 After the complaint has been closed the customer is informed of
the action taken.
6.3.12 When it is found that the complaint is incorrect, the customer is
informed in personal meeting or correspondence, explaining the correct
situation.
6.3.13 Even if it is concluded that the complaint is not due to
material/manufacturing defect covered under warranty, replacement
may be given by sales at its discretion to maintain/improve goodwill.

6.4 Delivery Performance Monitoring

6.4.1 Summary of delivery performance shall be prepared monthly.

6.4.2 In case of delivery performance is below target reasons shall be
identified.
6.4.3 Necessary actions for improving delivery performance shall be
identified & follow up shall be done.

6.5 Quality Records

6.5.1 Customer concerns/complaints are considered quality records and

shall be retained as per the Procedure for Control of Documented
Information

6.6 Quality Assurance

6.6.1 Quality Assurance shall ensure this process is audited as scheduled

per Procedure for Internal QMS Audit.

7. RETAINED DOCUMENTED INFORMATION

7.1 Summary of customer complaints
7.2 Summary of delivery performanance
7.3 Customer rating
7.4 Customer satisfaction survey
7.5 Customer complaints Record
7.6Corrective Action Report
7.7 Customer Complaints Log