Doc. No.

SOP/APS/SRV/04A
Procedure for Customer’s Complaint Handling Rev. No. 0
Date: 27.07.2021
Internal Use
Activities Document Position

Received Customer Complaint

Email Service Officer
(By Phone or Email or Through Letter)

Inspection Service and Technical Consulting

SRV/APS/FR/03 Service Officer
Process, Collects all the Details

SRV and TCS Process Investigates the Issue, and

Email TCS - In charge
Judge the Complaint After Allocation
SRV - In charge

Classification of
the complaint
Reject --- ---

A
Accept

Prepare Corrective Action Report

QMS/APS/FR/09 Service Officer

Needs
N to No
hold
meeting or
--- SRV - In charge
B BDP - In charge
Yes
TCS - In charge
Cont.

Reviewed By: Name Signature Date

Approved By:
P a g e 2| 1
 Doc. No. SOP/APS/SRV/04A
Procedure for Customer’s Complaint Handling Rev. No. 0
Date: 27.07.2021

Activities Document Position

Cont.

Quality Meeting: Responsible procedure / Process,

SOP/APS/SRV/04 SRV - In charge
handling methods, responsible person, planning,
improvement measures

Closes the complaint file

SRV/APS/FR/03 SRV - In charge

Do feedback to TCS / SRV process or the customer

Email TCS - In charge

SRV - In charge
Close the complaint file

Send formal CAR to the responsible process to response

on corrective action and preventive actions.
QMS/APS/FR/09 Service Officer

Do feedback to TCS / SRV or the customer directly.

Close the complaint file Email SRV - In charge

TCS - In charge

SRV/APS/FR/03 Service Officer

Reviewed By: Name Signature Date

Approved By:
P a g e 2| 2