HG/MR/SOP/CO/03

Hannan Group Standard Operating Procedure Issue 2

Page 1 of 4
(Hannan Fashion’s Ltd./Fancy Fashion Sweaters Ltd./Hannan Knit & Textiles Ltd./Hannan Knitwears Ltd.)

Procedure for Customer Complaints Handling

Purpose:
This procedure is developed to cope with the complaints from customers effectively, to
dispose the products rejected by customers efficiently and to take effective corrective and
preventative actions so that the similar noncompliance will not recur, and the product quality
will be enhanced and customers’ satisfaction with the factory will be improved.

Scope:
The procedure applies to all kinds of complaints and rejection of the products from
customers.

Responsibility and Authority:

 The warehouse of finished products is responsible for receiving, checking, identifying
and segregating the products rejected. Then the information will be sent to quality
department for inspection.
 The merchandising team is responsible for arranging reworking of the products rejected
and replenish the products for shipping again to customers.
 The quality department will lead the analysis of the reasons caused complaints and
rejection of the products from customers, monitoring the whole handling process of
complaints and rejection of the products, collecting the evidence and replying to
customers.
 The technical department is responsible for technical supporting and analysis of root
causes with the quality department.
 The production department is responsible for implementing the corrective and
preventative actions and reworking of the products rejected.
 All departments involved in handling customers’ complaints and rejection shall collect
all documentation and records generating in the period and send them to the quality
department for filing.

Details of Procedure:
1. Customers’ Complaints Received.
1.1 When a complaint is received from a customer by merchandising and quality
department, the first job is to know the style No., lot No. of yarns, defects and ratio
of defects mentioned in the complaints. The merchandising department shall fill out
the records related to customers’ complaints or forward the original complaint
documents from the customer to the quality department.

Approved Revision Revision

Prepared by: Signature Signature
by: No: Date:
Head of Quality Managing 14.07.2018
01
Department Director
 HG/MR/SOP/CO/03
Hannan Group Standard Operating Procedure Issue 2
Page 2 of 4
(Hannan Fashion’s Ltd./Fancy Fashion Sweaters Ltd./Hannan Knit & Textiles Ltd./Hannan Knitwears Ltd.)

1.2When receiving a customer’s complaint, the quality department shall make the
records based on the information in the complaint and prepare the corrective and
preventative action plan, then file the CAP and complaint records together with E-
mail address of the customer, Fax number and phone number etc. The measures to
deal with the corrective and preventative action plan can refer to Procedure of
Corrective and Preventative Actions.
1.3 All the complaints from customers shall be record in the Tracking List of
Customers’ Complaints so that the subsequent corrective and preventative actions
will be tracked and confirmed.
2. When Only the Reply with Documentation Enough for Customers’ Complaints
2.1 The quality department shall confirm whether the root causes for the complaints is
clear and definite so as to decide whether a meeting shall be called with all related
departments to analyze the reasons for noncompliance and discuss how to rectify
the issues. If a meeting shall be held, after the meeting minutes shall be prepared by
the quality department and shared with all related departments.
2.2 A corrective and preventative action plan is issued by the quality department when
the responsible party(s) is confirmed. Having received the CAP, the corresponding
department shall reply to the quality department within 1 workday. The quality
department compiles the analysis from all departments and verbally reply to the
customer within 1 workday and submits the formal analysis report within 3
workdays.
2.3 If the reasons for customers complaints and/or rejection of the products are unclear
and the departments need more time to analyze the root causes and determine the
corrective and preventative action plan, all other department shall also give out a
temporary corrective and preventative plan to the customer and the quality
department also needs to contact the customer after 3 workdays and negotiate with
the customer for the possible formal reply time. When the reasons are finally
figured out and confirmed, the quality department shall contact the customer at the
first time to tell the progress of the whole case.
3. When Rejection of the Products in the Customers Complaints
3.1 The merchandising department shall arrange to ship the products rejected back to
the company. The warehouse checks and segregates the products in accordance
with the quantity, dimensional size, and lot No. of yarns and identifies them. The
products rejected must be separated from the other kinds of products. And the

Approved Revision Revision

Prepared by: Signature Signature
by: No: Date:
Head of Quality Managing 14.07.2018
01
Department Director
 HG/MR/SOP/CO/03
Hannan Group Standard Operating Procedure Issue 2
Page 3 of 4
(Hannan Fashion’s Ltd./Fancy Fashion Sweaters Ltd./Hannan Knit & Textiles Ltd./Hannan Knitwears Ltd.)

management manager will be informed to conduct inspections to confirm the

reasons for rejection.
3.2 The quality department shall find the reasons caused rejection within 2 days when
the products rejected are received and record the reasons. When the reliability test is
necessary to analyze the reasons, the quality department shall apply for test. After
the test is conducted, the test results shall be analyzed, and the test report shall be
prepared.
3.3 When the products rejected are damaged too severe to analyze the reasons, the
photos shall be taken and be used to reply to the customer.
3.4 The quality department executes by following Point 5.2.1 in this procedure.
3.5 All departments reply to the customer by following point 5.2.2 in the procedure.
3.6 When the products rejected are analyzed, the warehouse shall confirm to receive the
products and store them separately. The production department arrange the
workforce to select in the products to find the products acceptable. For those
unacceptable, if they are confirmed useless, the scrapping procedure will be
applied. For those acceptable, the warehouse will keep them in a normal storing
area and wait for further information from the customer.
3.7 When the customer requires the products rejected to be scrapped, the products will
be handled according to the customer’s decision.
4. When Rejection of the Products in the Customers Complaints
5. When the products rejected is required to be reworked, the merchandising department
will work with the production department to arrange the reworking.
6. After the reworking is completed, the quality department will re-inspect the products.
Only the products pass through the inspection can be shipped to the customer.
7. The timeline to reply to the customer must be following the customer’s requirement. If
the customer does not have requirement of the time replying, then all departments shall
follow the timeline set in this procedure.
8. When all processes are finished, all the documentation and records related to the case will
be collected and filed by the quality department.

Related Documents:
Documents Name Document Number
Procedure of Corrective and Preventive Actions Plan HG/STR/F/ACS/01
Email or Documentation Containing Customers’
Complaints

Approved Revision Revision

Prepared by: Signature Signature
by: No: Date:
Head of Quality Managing 14.07.2018
01
Department Director
 HG/MR/SOP/CO/03
Hannan Group Standard Operating Procedure Issue 2
Page 4 of 4
(Hannan Fashion’s Ltd./Fancy Fashion Sweaters Ltd./Hannan Knit & Textiles Ltd./Hannan Knitwears Ltd.)

Tracking List of Customers’ Complaints

Reasons Analysis Report
Reworking and Re-inspection Records of Products
Rejected
Scrapping Records

Approved Revision Revision

Prepared by: Signature Signature
by: No: Date:
Head of Quality Managing 14.07.2018
01
Department Director