customer Complaints Management
1. PURPOSE
To define the actions that must be carried out in the event of complaints or observations from customers regarding the company’s products or services.
2. SCOPE OF APPLICATION
The following actions and observations of customers concern the guidance of the company for improving its products and services and are addressed with objectivity and care. This procedure applies in every case of a customer complaint, from the Sales Department. The person responsible for updating this document is the Quality Management Officer.
3. ABBREVIATIONS – DEFINITIONS
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4. Description
When any complaint or request reaches the company, whoever receives it forwards it onward. The Corrective/Preventive Action Form is filled in, is forwarded to the Quality Management Officer, and the Sales Department gets in direct contact with the customer to investigate the complaint.
Once a complete picture of the case has been formed, the Sales Department informs the company’s General Manager and the Quality Management Officer. The General Manager decides what actions need to be taken to resolve the issue and what steps must be followed for the customer to be satisfied with their claim.
The Quality Management Officer completes the documentation process of the complaint and also conducts reviews of the specific incidents 2-3 times a year, for the timely identification of any recurring issues and the investigation of their causes. Once a year, the results of the questionnaires from the Quality Management Department’s records are evaluated by Management, and a report on any problems that arose is presented with the aim of taking improvement actions and final evaluation, if possible, at the annual management review.
5. SUPPORTING DOCUMENTS
5.1 Supporting Forms
F-13.01.01 Corrective – Preventive Action Form