Re: Managing Internal and Client Complaints
The ISO9001 has clearly stated about these and links it to corrective actions.
Client complaint = Customer complaint
clause 7.2.3 leads you to clause 8.5.2
internal complaints = Monitoring and measurement deviations from specification
clause 8.2.2 / 8.2.3 / 8.2.4 leads you to clause 8.4 which further will lead you to clause 8.5.2
Pay due attention based on :
* determining the causes of nonconformities,
* evaluating the need for action to ensure that nonconformities do not recur,
* determining and implementing action needed,
* records of the results of action taken (see 4.2.4), and
* reviewing the effectiveness of the corrective action taken.
Somashekar BV, INDIA