The auditors put down "lacking of management support was noticed" as an observation. It was taken off.
Treesei, assuming that you work for an organization that is ISO 9001 compliant/certified, consider communicating with the management representative about this, if s/he is not one of the people who already censored the contents of the audit report. As we all know, good internal auditors are hard to find and keep. If such people believe their work will be diluted by misguided managers, they will feel even less inclined to perform their duties as internal auditors seriously.
If a manager believes that customer feedback does not need to be analyzed, s/he is harming the effectiveness of the quality system considerably.
The management representative needs to be aware of this situation and you would be perfectly within your authority to approach him/her with this concern. Personally, I would have phrased my statement of the finding as an observation to the effect that auditors had no objective evidence to ascertain whether data analsysis on the complaints were done by the organization. I would not immediately report that as "lack of management support" for the simple reasons that statement is loaded with implications. Stick to the facts and see where this goes. Kudos to you for doing the right thing.
