Does ISO 9001 require CARs for all customer complaints?

QAguygoqa

Starting to get Involved
#1
QA Pros:

Is it required to generate a corrective action for all customer complaints? or what other action would be more value added to the QMS. We don't want to be writing CARs for everything unless addressing a CAR adds value to our QMS.

It seems to me that everyone reacts to any nonconforming issue by wanting to generate a CAR, even thought they might not want to do it. How does the standard ISO 9001-2015 views this item.
 

Sidney Vianna

Post Responsibly
Staff member
Super Moderator
#2
Is it required to generate a corrective action for all customer complaints?
No. Sometimes a customer complaint is unjustified and there is nothing the organization can do, in a cost-effective way, to change the system.

So, sometimes, a conscious decision not to trigger a corrective action, after the analysis of a customer complaint might be the proper course of action. Having said that, you have to be very careful about who is granted responsibility and authority to review the complaints, because, defensiveness might set in and customers might not be given the proper attention they deserve.
 

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