Hi I am opinion seeking here
I am going to internally QSIT audit the complaint dept, currently they can and have closed complaints by:
Creating a ECR/ECO
Placing issue in either a live project... or putting in a listing that gets looked at when projects are started, and PM's evaluate what (if anything) will be included in the project from this list.
Having a commitment from software creation that a bug fix will be created in next version e.g. 2.1
Do not take this out of context if there was a serious safety issue then it would be dealt with straight away (I hope.. I will know more after audit), I think this is the action taken for less important/lower impact complaints.
I believe this is done so that the figures show that complaints are getting closed, but in IMHO this is not right.
Just in prepping for the audit I have discovered that some of the ECR/ECO's for a complaint have been cancelled and the complaint is closed.. so I know that we are in non conformance city here... I guess what I am looking for is whether it is an acceptable practice for this to happen with right controls e.g. trigger mechanisms to prevent the above example.... or what I would prefer the complaint to stay open until evidence is shown that it should be closed.
This choice "apperently" may cause a complaint to stay open for 2+ years as a project could take that long... I personally see these as strangers rather than the norm...
Your thoughts and insight would be greatly appreciated