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SOP - Customer CH

This document outlines a standard operating procedure for handling customer complaints at VM Corn Experts. It defines responsibilities for complaint handling, the procedure for logging, investigating, and taking corrective action on complaints, and monitoring and reporting requirements. High and medium risk complaints that could cause illness or injury are investigated to determine the source of the issue. An annual report on complaints is presented to management for review and continuous improvement.

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320 views3 pages

SOP - Customer CH

This document outlines a standard operating procedure for handling customer complaints at VM Corn Experts. It defines responsibilities for complaint handling, the procedure for logging, investigating, and taking corrective action on complaints, and monitoring and reporting requirements. High and medium risk complaints that could cause illness or injury are investigated to determine the source of the issue. An annual report on complaints is presented to management for review and continuous improvement.

Uploaded by

kitek
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Doc.No.

VMC/KBE/BRC/M-01
Location: VM Corn Experts, Bidadi. Issue No. & Date: 01/22 09 2021
Rev. No. & Date: 02/01.04.2021
SOP – Customer Complaint Handling
Page No. 1 of 1

1) PURPOSE

Complaint handling is an important role in an organization and should be recognized as


such by management Complaints should be handled by people who have the
appropriate skills and authority to resolve or investigate complaints and, where
appropriate, provide remedies and identify improved practices.

2) SCOPE

This procedure is applicable at all sites for complaints received from customers related to
operation undertaken at company.

3) RESPONSIBILITY

➢ C.E.O
➢ FSTL
➢ Quality officer

4) PROCEDURE

1.0 Methodology

1.1 On receipt of a complaint from a customer, the recipient will either pass the
complaint directly on to the Quality Manager or take detailed notes of the complaint and
pass this on to the Quality Manager. 1.2 The Quality Manager, using the Complaints
Module in food, will record the details of the complaint on a Customer Complaint
Record, which will be assigned a unique reference number by the system. Any written
documentation provided by the customer shall be attached to this Record.

1.3 Where required, the Quality Manager on behalf of the Company will send a standard
letter of acknowledgement to the customer. This will not contain any report on the cause
of the non-conformance.

1.4 The details recorded on the Customer Complaints Record shall include the following:

• Customer Details

• Consumer Details

• Product Details including traceability information


• Complaint and non-conformance category Where practical, arrangements shall be made
by the Quality Manager to collect the sample for investigation.

1.5 Complaint Risk Assessment

1.5.1 Complaints are classified as high, medium or low risk.

1.5.2 High and Medium Risk Complaints: These are complaints relating to products
which if consumed by the customer may cause illness, injury or death.

1.5.3 Low Risk Complaint: This is a complaint in relation to the quality and appearance
of the product which does not pose a risk to the consumer. The following are examples of
what would constitute High, Medium and Low risk complaints. Document Type:
Management Procedure Responsible: Quality Manager High / Medium Low Metal
Contamination Damaged packaging, label etc Physical Contamination: Glass, Plastic,
Wood, Insects etc Quality Issues such as off taste, colour, etc Pathogenic Contamination
Packaging print quality Chemical Contamination Incorrect quantity in bottle Allergen
Contamination The following is an example of what a complaint handling policy and
procedure might look like: Complaints handling under GFSI food 360º Whitepaper
(January, 2013)

2.0 Standard

2.1 All complaints received from any source shall be recorded.

2.2 All complaints shall be investigated consistent with the level of risk and corrective
action taken. All complaints shall be presented to management for review and used as a
basis for improvement.

3.0 Corrective Action

3.1 Corrective Action – High / Medium Risk Complaints

3.1.1 Upon receipt of the product, the Quality Manager shall make a determination as to
the risk of the complaint.

3.1.2 High and Medium Risk complaints or Low Risk complaints which are part of an
emerging trend shall trigger an investigation to determine the source of the
nonconformance. Details of this investigation should be documented on the related
Corrective Action record. For high / medium risk complaints the source and impact of the
complaint must be determined. Where required, the Quality Manager may seek external
assistance from consultants, department officials or laboratories in the identification of
the complaint, the risk involved and the action required.

3.1.3 For high risk complaints, the Quality Manager shall consider a product recall,
where the risk is deemed to be real and serious. Refer to product recall procedure.

3.2 Corrective Action – Non-Critical Complaints 3.2.1 Low risk complaints should all be
logged as per the above procedure and a letter of explanation detailing corrective /
preventive action taken will be sent directly to the customer by the Quality Manager. This
is to ensure that feedback is given to all parties concerned.

3.3 Monitoring & Reporting

3.3.1 Each month at one of the weekly production meetings, the Quality Manager shall
present details of any complaints received during that month. The Quality Manager shall
ensure that sufficient information is communicated to relevant staff members to allow for
effective investigation and corrective action.

3.3.2 The Quality Manager shall also prepare a report annually, which will be presented
to the Management Review Team. It shall include the following:

• Total Number of Complaints

• Trend Analysis of Complaints against previous performance and targets

• Complaints per ‘000

• Complaints by Type (Pareto)

3.3.3 This will provide a basis for setting targets and objectives for the coming year.

4.0 References & Records This procedure should form part of your food safety
management system and be audited and reviewed to ensure it remains in place and
effective.
Prepared By Approved By

Nanda K. Biswas Sachin B. Yadav

Asst. Manager - QA Director

01.04.2021 01.04.2021

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