Customer Complaint Procedure Templates

Customer Complaint Handling Procedure Manual with Full Inspection Sample Forms & Examples

October 29^th 2012

To:

All Factory/ Accounts/ Commercial / Marketing Personnel

ABC CORPORATION LTD.

CIRCULAR

1	For any Material sold to our Dealers/Clients, no complaint shall be entertained after 7 days of delivery of the material.
2	The customers/dealers should be advised to send their Feedback/ Complaint in writing to the concerned marketing branch with a copy to President (Marketing).
3	The concerned Marketing branch should prepare the CCAR (Format attached) and initiate the action including inspection of the material, wherever needed, in consultation with President (Marketing).    Please note that Part “A” of CCAR must be filled immediately preferably on same day after receipt of complaint by Marketing Department and send the hard copy as well as soft copy to Factory as well as President (Marketing).
4	Part ‘B’ of CCAR should be filled in by QAC within 3 days on receipt of CCAR and intimate to the concerned Branch as well as GM (Marketing) and thereafter, if necessary, inspection at customer’s site should be carried out by representative of Marketing Department as well as Factory personnel (if needed) and the same should be completed within 10 days of receipt of the complaint and the copy of the inspection report in Part “C” should be forwarded to Quality Control head as well as GM (Marketing).
5	On receipt of Inspection Report (wherever required) and findings of QAC, Part “D” of CCAR should be filled in within 3 days at Factory regarding corporate actions suggested for preventing such recurrence by QAC and duly signed by concerned functional head with person responsible for implementation of the corrective action and the same should be approved by SVP (Works) and a copy of the same should be sent to Marketing Department in another 3 days.
6	On receipt of Part “D”, Marketing Department should prepare Part ‘E’ (closing report) and if any compensation has to be recommended, then the same should only be under the signature of HOD (Marketing) with a copy to SVP and VP at Mumabi.  The CCAR containing of Part “A”, “B”, “C” “D” and “E” are the complete set and therefore everything has to be filled in and completed.
7	In the event of return of material, the same will not be accepted beyond 30 days from the date of delivery of the material to the concerned customers/dealers.

S K PRASAD                                        N ROY

PRESIDENT.                                        SR. PRESIDENT

CC TO :     SVP (W)

Encl : Format of CCAR.

ABC COPORATION LTD.

CUSTOMER COMPLAINT ANALYSIS REPORT

PART ‘A’

FIRST INFORMATION

(To be filled by Marketing)

a.	Complaint No.	:
b.	Complaint Date	:
c.	Name and Address of customer	:
d.	Type of Complaint	:   Manufacturing/Non Manufacturing
e.	Brief Description of Complaint	:
f.	Details of material sent to customer Sale Order/STO No. Invoice No. & Date Product Description with Code No. Grade Batch No. DO No.	: : : : : : :

g.     Sample details sent to Factory for investigation.

Date                          Sent through Hard/Soft copy…           Sent by

Comments of HOD   :   Client Site Inspection required or Not

ABC COPORATION LTD.

INVESTIGATION & FINDINGS

(To be filled by QAC)

PART ‘B’

a.	Complaint No.	:
b.	Complaint Date	:
c.	Order No	:
d.	Invoice No. & Date	:
e.	Analysis report of sample	:
f.	Findings	:

Date                                                                    Manager QAC

ABC COPORATION LTD.

INSPECTION & FINDINGS

(To be filled by Marketing)

PART ‘C’

a.	Complaint No.	:
b.	Complaint Date	:
c.	Order No	:
d.	Invoice No. & Date	:
e.	Name of the Inspector	:
f.	Place of Inspection	:
g.	Date of Inspection	:
h	Findings	:

Officer/Manager                                          Manager/Marketing Deptt.

QAC/Factory

ABC COPORATION LTD.

PART ‘D’

JOINT REVIEW AT FACTORY

CORRECTIVE ACTIONS SUGGESTED TO PREVENT RECURRENCE

a.	Complaint No.	:
b.	Complaint Date	:
c.	Order No	:
d.	Invoice No. & Date	:

Sl.No.	Action suggested	Date of implementation	Responsibility

Corrective action to be reviewed by (mention frequency) …….

Concerned Functional Head                           Person responsible for

                                                                Implementation

Approving Authority

Returned to Marketing by date ……………….

ABC COPORATION LTD.

PART ‘E’

CLOSING REPORT

a.	Complaint No.	:
b.	Complaint Date	:
c.	Order No	:
d.	Invoice No. & Date	:

Remarks by Marketing …………………………..

Compensation (if any) recommended …………………………………

HOD (Marketing)

                    

Copy :       SVP (W)

                SVP, Mumbai

                VP, Mumbai