Customer Complaints

PURPOSE

• To provide a procedure for handling of customer complaints. Any expression of dissatisfaction by a customer with a product or service, however small, whether considered justified or not, is considered a customer complaint. Ensure the response to such complaints is timely and accurately addresses the concern, and that it is resolved effectively. Resolution of such customer complaints shall be done through a structured problem-solving methodology.

SCOPE

• This SOP is applicable to all material supplied by Shakambhari Ispat & Power Ltd.

REFERENCE(S) & ATTACHMENTS

• References
  • ISO 15378:2017, 8.2 & 8.2.1
• Attachments
  • Attachment I: Customer Complaint Report - SIPL/QAS/005/F01/00
  • Attachment II: Customer Complaint Log - SIPL/QAS/005/F02/00

RESPONSIBILITY

• Quality Assurance Department
  • To prepare the SOP.
• Quality Assurance Head
  • To ensure implementation of the defined system.
• Plant Head / Department Head
  • To ensure implementation of the defined system.

DISTRIBUTION

• Quality Assurance
• Quality Control

DEFINITION(S) & ABBREVIATION(S)

• Definitions
  • Nil
• Abbreviations
  • Nil

PROCEDURE

• Complaint Receipt
  • The complaint shall be acknowledged within a working day by mail to initiate the process.
  • Customer complaints are first registered by the QA department.
  • QA initiates the complaint investigation process by registration of the subject complaint and assigns a unique Customer Complaint Number, e.g. "SIPLQAYY001" ("YY" is the year).
  • Thorough investigation of the customer complaint starts once the quality complaint is registered. Response time is tracked after the formal registration of the complaint.
  • All the complaints are routed through the structured problem-solving methodology.
  • A time-bound action-plan report shall be made and submitted to the customer if required.
• Categorisation of Complaints
  • Received complaints are categorised into three parts:
    • Critical – when the complaint is related to legal or product safety matters.
    • Major – all quality-related complaints.
    • Minor – all others.
• Action Plan
  • The QA Head will take immediate containment action on the complaint, and also initiate a detailed investigation of the complaint with the concerned personnel and prepare a time-bound action-plan on the root cause(s). This action-plan report shall be sent to the customer. The QA Head shall also track and monitor corrective action effectiveness and maintain its records as per the Quality Management System.
  • The procedure for handling of market complaints must include, but is not limited to:
    • The receipt and recording of complaints from all sources.
    • Receiving, processing, investigating, documenting and reporting market complaints, and reporting the results of the investigation back to the complainant.
    • Where appropriate, the examination of retained samples of the batch subject to the complaint is performed.
    • The concerned Manufacturing Head shall be actively involved in the complaint investigation and the preparation of the corrective / preventive action-plan on the root cause.
  • The action-plan must be completed as per the complaint categorisation:
    • Critical – first response within 15 days and final closure within 45 days.
    • Major – first response within 30 days and final closure within 45 days.
    • Minor – first response within 45 days.
  • The above timings are counted from plan initiation. However, in some exceptional circumstances, such as dependency on vendor / contractor / government authorities / major civil work, etc., it can be extended by 30 days additionally after review. The customer shall be informed in case of any time extension.
  • A summary (Customer Complaint Log) of market complaints and their trends shall be maintained by QA of the respective production unit for yearly review.

REVISION HISTORY

• Revision No.
• Effective Date
• CC No.
• Details of revision: New SOP