1.   A Customer Complaint Report can be printed from the QMS system and completed to report an official customer complaint.

2.   Section A to be completed by the staff member receiving or making the complaint and state all the relevant information of the customer – name of person making complaint, Company name, Telephone/Cell phone number, Serial number of machine in question and CSA. The complaint recipient must state his/her name and the date and time the complaint was received. The reason for the complaint should also be stated with all relevant information or documentation attached.

3.  The complaint report will be forwarded to the Management Representative or Marketing PR.

4.   The Management Representative or Marketing PR should number each report and enter the complaint into the Customer Complaint Register.

5.  Section B should be completed by the Management Representative or Marketing PR. “Action taken by” will state the name of person in relevant department. “Date & Details of Actions taken” will state the investigation of complaint and process for resolving complaint. Complaint should be resolved within 5 working days.

6.  All documentation relevant to complaint to be attached to the Customer Complaint report.

7.  Section C states if any further corrective action is required. Management Representative or Marketing PR will state yes or no. If further action is required it should be stated, along with the Person / Department to take the action and the date it should be completed by.

8.  Once corrective action is completed, a follow up should be made and stated.

9.  Once complaint is resolved, the close out date should be stated, along with the Q.A Representative’s or Marketing PR name and Signature, and the head of the relevant department’s name and signature.

10.  All Customer Complaint Reports must be entered on the Customer Complaint Register in number sequence, stating the date issued, Customer name, Complaint detail, Date complaint is closed and signature of the Management Representative or Marketing PR.

11.  Closed out Customer Complaints and Customer Complaint Register are filed in the Quality Department’s office and are retained there as record for a minimum of two (2) years and then shredded