Customer Complaint

Procedure

1 Revision History
Change Made
# Rev. Date Reason for change Content of Change
by

1 1 05.03.2008 MR Management & Logo Logo change in relevant

change areas
2 2 27.09.2009 MR Format Changes Format change in relevant
areas
3 3 01.06.2011 MR Logo and Document ID Change in relevant areas
format change and
Modification to meet
company requirements
4 4 02.11.2011 MR To include requirement Note added
of the parent company.
5 5 07.03.2014 MR As per ISO 17024:2012 Changes in relevant areas

6 6 19.08.2014 MR Communication of the Amended flowchart-Clause 8

action to client was not for –“Immediate actions shall
mentioned be communicated to client
via HOD”

th
Date 19 August, 2014
Revision: 6

Prepared by: Management Representative

Reviewed by : EP + VP

Approved by : BOD

TUV MIDDLE EAST

This document contains proprietary information and, except with written permission of TUV Middle East, such information shall not be published or
disclosed to others, or used for any purpose and the document shall not be copied in whole or in part.
For Internal Use Customer Complaint Procedure

2 Process Conformance
Standard Model Clause
ISO 9001 : 2008 5.2 Customer Focus
ISO 14001:2004 4.3.2 Legal and other requirements
OHSAS 18001:2007 4.3.2 Legal and other requirements
ISO 17025:2005 4.7 Responsiveness of complaints
ISO 17020:2004 4.8 Complaints
ISO 17021:2011 15 Complaint and appeals
ISO 17024 9.9 Complaints

3 Objectives
The Objective outlines the proper method of handling and processing of customer complaint within the
company. To ensure that all complaints within the operation are formally received, handled & processed
effectively.

4 Responsibilities
Management Representative has the responsibility to maintain the copies of each customer complaint.
The Head of Departments are responsible to review each customer complaint according to this procedure
and ensure that the appropriate action is taken on the complaint.
All employees have the responsibility to understand and follow this procedure if a customer has an issue
with the company services.

5 Scope
This procedure is applicable to all employees of the company.

6 Process Inputs / Outputs

6.1 Input
 Customer Complaint (Written / Verbal)

6.2 Output
 Customer Complaint Record
 Non Conformity Record

7 Acronyms Used
Acronyms
VP Vice President
CMS Corporate Management Systems

HOD Head of Department

MR Management Representative
NCR Non Conformity Report

QHSE Quality, Health, Safety and Environment

Author Date of Release Document ID Page

MR 19.08.2014 GEN-PRO-007 2 of 4
For Internal Use Customer Complaint Procedure

8 Procedure
Employee
MR /QHSE Officer HOD Assignee VP Forms
Receiving

Receive Customer
complaint in any
form (written/ Customer
Log Complaint
verbal) & Complaint Form
Acknowledge GEN-FRM-016
customer

Copy of Complaint,
log in Complaint Copy of Complaint
Register

Assign Complaint
Take Immediate
to subordinate &
Action to Close
Ensure
customer complaint
impartiality

Review Action
Taken, Propose Copy of closed
Review Action
Corrective Action & Customer
Taken
Raise NCR Complaint
(if Required)

Review Proposed Non Conformity

Propose Corrective
Copy of closed Corrective Action Report
Action & Raise
Complaint & inform GEN-FRM-011
NCR
customer
(if Required)

Finish
Implement
Corrective Action

Verify
effectiveness of
corrective action

Close non
conformity report

Finish

Author Date of Release Document ID Page

MR 19.08.2014 GEN-PRO-007 3 of 4
For Internal Use Customer Complaint Procedure

A
8.1 It is the responsibility of the any employee to receive customer weather verbal or
written and forward the complaint to relevant department heads

8.2 HOD will assign one of his staff (if required) to take immediate action to close
the complaint and satisfy customer, if corrective action is required staff will
propose and implement necessary corrective action to eliminate the root cause
of complaint.

8.3 All complaints, suggestion or compliments must be recorded in the Customer

Complaint Log for reporting purposes. All actions relating to the analysis,
resolution and investigation of the cause of complaint, including the method of
response must be recorded in the Complaint Log.

8.4 Certain reminders, delays should be forwarded to the QHSE Officer.

Note: In case of complaints / appeals based on other certified and accredited schemes, the applicable
procedure for such involved company shall be followed (e.g. Management System Certification (TNC)
of TÜV NORD CERT GmbH follow the procedure CERT-VA012).

9 Measurement & Analysis

Data Source
No of complaints relieved Vs. Closed Complaints Customer Complaint Form

10 Guidelines for Referencing System

Sr. No Description Reference
1 Customer Complaint Form GEN-FRM-016
2 NCR GEN-FRM-011

Author Date of Release Document ID Page

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