Customer Complaint Procedure - Notice for Customers - Place in QMS?

[selena15]

hi
i got a question:

we prepared a Customer complain public notice which notify to customer who contact in case of any complain about our goods. my query is : is this kind od document is involved into the documents of the QMS,

and in this case does it need to be identified by a title according our Document control procedure. mean : code number.... and number of revision

thanks in advance

[Scott Catron]

Hi selena, and welcome to the Cove.

I think there are a couple of different approaches to address this.

1) In an SOP, describe the procedure of sending the notice to customers and what should be included in the notice. Save a copy of what was sent in a customer-specific file with other quality-related documents.

2) Include a form in an SOP with the text and format of the notice, with the specific customer information to be added when sent - like a mail merge form. Again, save the copy in a customer quality file.

Hope that helps.

[selena15]

Hi Scot
Thanks for reply and welcome

I would like to notify that we will not send this to each one but it would be stick on the wall of the stores as Ad. and as well as we got a procedure describing the complain customer progress since the start to the end of the corrective action. according what you said, we would just attach this notice with the code number in these procedure and notify it inside.

thanks lot Scot

selena

[6thsense]

Customer complaints. we do have a documented procedure for this that comes with a Consumer Response form. our lables have contact numbers for complaints that are filled onto this consumer response form. Since we make food products we tend to have complaints regarding taste, foreign material etc. were possible the product is retrieved from the customer and analysed (analysis results are on th same consumer response form). Consumer response forms are kept on file...
hope this helps

[selena15]

yes 6thsens
thank for help
as well as we make it as public notice and we would stick it in the publick proper area, i would identify it and keep it on file
thans lot
selena