DOCUMENT : QA - 0020 Page 1of 1

DOCUMENT REVISION No: 00 ISSUE DATE: 08.11.2016

Prepared by: ( Management Represetative }

Approved by: CEO

PRECISION TOOLS AND COMPONENTS

HANDLING OF CUSTOMER COMPLAINTS

The following procedure is to be followed for handling of complaints from

Customers.
1. The complaint received from the customer, be it is by telephone or
by mail, or by any other means, it will have to be recorded
in the customer complaint Register. The details to be entered are:
1.1 The identity of the customer.
1.2 The date and time of receipt of complaint
1.3 Details of the complaint.
1.4 The identity of the person receiving the complaint.
2. CEO/GM will study the nature of the complaint and the redressal
measures are decided as below:
2.1.If the complaint is about the quality of the goods supplied, based
on the nature of the problem, any of the following actions is taken
2.1.1. If the complaint is debatable, the concerned quality or
production person will visit the customer within 3 hours of the
receipt of the complaint and assess the gravity of the problem.
Further action is decided as below.
2.1.2. If defective parts have been found in part of the supplied
quantity, the decision should be to send our personnel to the
customers place and arrange for segregating the defectives. The
corrective action report is to be made in the prescribed form
QA-0025 or the corrective action is to be indicated in the 8D
report of the customer.
2.1.3. If the rework is to be done at our works, arrangements are to
be made to get the material back at the earliest and rework is to be
arranged. If the requirement of the customer is urgent, replacement
of the parts is to be arranged immediately from the safety stock
maintained. The corrective action report in the prescribed form
QA – 0025 or the corrective action is to be indicated in the 8 D
report of the customer.
2.1.4. If defect is beyond rework and the parts are to be scrapped,
the parts are to be brought back , marked cross with a red
permanent marker and disposed. The replacement for the scrapped
quantity should reach the customer in the shortest possible time.