Marc said:
Ummm, well.... How about how do you identify valid customer complaints, how are they handled, can you show me whether you have more or less this year to last year, or something like that.
From there we do an investigation (and the depth to which we investigate it is dependent upon the categories outlined above, the risks involved, etc) and part of that investigation is to assess the validity of the issue.
As far as tracking goes, each of us probably has a different definition of how we "track" complaints, but yes we do need to show that they were looked at, assessed, corrective/preventive actions done where applicable, and show what we do with the info. Your "show me whether you have more or less..." I think that is the intention of the standard. JMHO