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Our company is ISO 9001;2000 registered and our third party auditor insists that all customer complaints should be documented using the CA process.
Our view is that customer complaints that are isolated incidents that are considered to be a onetime oversight should not necessarily be captured in the formal CA process. They are still captured on a historical matrix of isolated incidents which is part of our QMS.
My question is a simple one. Is it the intent of element 8.5.2 of the ISO 9001:2000 standard to capture ALL customer complaints in the formal CA process?
Thanks to all who have input in this interpretation of the standard.
Our view is that customer complaints that are isolated incidents that are considered to be a onetime oversight should not necessarily be captured in the formal CA process. They are still captured on a historical matrix of isolated incidents which is part of our QMS.
My question is a simple one. Is it the intent of element 8.5.2 of the ISO 9001:2000 standard to capture ALL customer complaints in the formal CA process?
Thanks to all who have input in this interpretation of the standard.

