Definition Claims or Complaints? ISO 9001 Definitions

Q

QAMTY

#1
Hi to all

I receive complaints from clients and I´m starting to
try them in a different way because of the impact.

Some of them are just a notification to say that a Nonconformance product was received and others where the product is rejected and economical issues arise.

I think I can manage Claims and complaints

How is considered in ISO 9001:2008 the claims in complaints from clients?
Do they have different meaning? or is just considered to have complaints?

even if they in fact are different.

Thanks for your feedback
 
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John Broomfield

Staff member
Super Moderator
#2
Hi to all

I receive complaints from clients and I´m starting to
try them in a different way because of the impact.

Some of them are just a notification to say that a Nonconformance product was received and others where the product is rejected and economical issues arise.

I think I can manage Claims and complaints

How is considered in ISO 9001:2008 the claims in complaints from clients?
Do they have different meaning? or is just considered to have complaints?

even if they in fact are different.

Thanks for your feedback
QAMTY,

Claims are a type of complaint. They reveal where you should improve your management system, its processes and your products.

But customers may return product because they ordered too many. Customers may return product because they were pushed by your sales team to order too many. Whichever, both types of claim will waste failure analysis resources unless you have a generous returns policy. Then sales may take advantage of this policy to juice a quarter's sales figures.

Customers may claim because they were pushed to buy the wrong product. Again, this reveals opportunities to improve the sales process.

If I am wide of the mark please provide an example of a claim that is not a complaint.

John
 
Q

QAMTY

#3
Thanks John

Well I was trying to separate them.

Let´s say a Claim is different that a Complaint, or at least in my point of view
I´d put more attention to Claims, because in here there may be the possibility
to refund money to client and also to manage the return of a product, or what is worse, the client´s confidence.

While a Complaint it could be an expression of discontent,then managing this in a less urgent attention.

I´m not considering the claim as a daugther of the Complaint.

I´d consider or is Claim or a Complaint, then giving the proper treatment

On the other hand, when I say return of a product, unfortunately have been
because the client received a poor product and his first reaction was to ask a
refund and also returned the product.

What is your point of view of this assumption?

Thanks for your feedback.
 

somashekar

Staff member
Super Moderator
#4
Thanks John

Well I was trying to separate them.

Let´s say a Claim is different that a Complaint, or at least in my point of view
I´d put more attention to Claims, because in here there may be the possibility
to refund money to client and also to manage the return of a product, or what is worse, the client´s confidence.

While a Complaint it could be an expression of discontent,then managing this in a less urgent attention.

I´m not considering the claim as a daugther of the Complaint.

I´d consider or is Claim or a Complaint, then giving the proper treatment

On the other hand, when I say return of a product, unfortunately have been
because the client received a poor product and his first reaction was to ask a
refund and also returned the product.

What is your point of view of this assumption?

Thanks for your feedback.
Do not separate them.
When you get a complaint, you record and analyse.
Is there a claim ?
Yes...
Then you have your priority defined and respond accordingly and maintain records.
 

John Broomfield

Staff member
Super Moderator
#5
Thanks John

Well I was trying to separate them.

Let´s say a Claim is different that a Complaint, or at least in my point of view
I´d put more attention to Claims, because in here there may be the possibility
to refund money to client and also to manage the return of a product, or what is worse, the client´s confidence.

While a Complaint it could be an expression of discontent,then managing this in a less urgent attention.

I´m not considering the claim as a daugther of the Complaint.

I´d consider or is Claim or a Complaint, then giving the proper treatment

On the other hand, when I say return of a product, unfortunately have been
because the client received a poor product and his first reaction was to ask a
refund and also returned the product.

What is your point of view of this assumption?

Thanks for your feedback.
QAMTY,

Sorry, I cannot add more to my reply until I see your example of a claim that is not a complaint.

John
 
Q

QAMTY

#6
Thanks Somashekar

I was applying the concept in a different way, btw additional to claims, in your opinion, what are the others daughters of complaints

John
The problem is that I was managing separately claims and complaints, that´s the reason it was a claim not a complaint.

Thanks to all
 

Jim Wynne

Staff member
Admin
#7
Thanks Somashekar

I was applying the concept in a different way, btw additional to claims, in your opinion, what are the others daughters of complaints

John
The problem is that I was managing separately claims and complaints, that´s the reason it was a claim not a complaint.

Thanks to all
A claim may be the result of a complaint, or it may be a form of complaint. "Claim" involves an exchange of money or value in one form or another, while a complaint might be just a warning.
 
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