Integrated Management Doc# PETROLYNX-IMSP-04

System Rev: 00
NC, CA and Customer Complaint
Date: 01-01-2021
Procedure

Corrective Actions, Control of

Nonconforming Products and
Customer Complaints Procedure

Prepared by : Mohammed

Reviewed by: Kumaraguru D

Approved by: Nikhil Thachilott

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 Integrated Management Doc# PETROLYNX-IMSP-04
System Rev: 00
NC, CA and Customer Complaint
Date: 01-01-2021
Procedure

Revision History:
Rev. No. Date Description of Major Changes and Reference
00 01-01-2021 Original Issue

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 Integrated Management Doc# PETROLYNX-IMSP-04
System Rev: 00
NC, CA and Customer Complaint
Date: 01-01-2021
Procedure
1.0 Purpose

1.1 This procedure provides a system and instructions, and assigns responsibilities, for
facilitating continual improvement of the Integrated Management System. Also,
describes the system for control of actions designed to rectify Non-Conforming Products
/ Services, prevent or eliminate situations, processes or materials that are unacceptable
to the Integrated Management System.

2.0 Scope

2.1 All corrective actions that can be applied to any Nonconformity, process, service or
administrative oriented, Integrated Management System, customer complaints, views of
interested parties, or audit results are subject to this procedure.

Noting that:
- Corrective action: means actions taken by the organization to eliminate the cause of non-
conformities in order to prevent recurrence.
- Continual Improvement: The overall actions, activities and practices conducted to increase
the overall effectiveness of the Integrated Management System, through the use of the policy,
objectives, audit results and analysis of data.

3.0 Responsibilities

3.1 It is the responsibility of the Management Representative and MD for overseeing the full
operation and maintenance of this procedure.
3.2 All employees at PETROLYNX are responsible for reporting any problem, or any
potential problem.

4.0 Procedure

4.1 General

4.1.1 PETROLYNX deploys continual improvement philosophy throughout the entire

organization. The system itself is designed to incorporate all elements necessary to
identify opportunities for improvement and to implement improvement projects.
4.1.2 Everyone in the organization is encouraged to come forward with any ideas for
improving products, processes, systems, productivity and/or the working environment
through the submission of his idea in writing to the management representative.

4.2 Identification of Improvement Opportunities

4.2.1 Opportunities for improvement are identified from such sources as:
• Customer satisfaction, dissatisfaction and other customer perception,
• Feedback from employees, suppliers and other interested parties, and
• Internal and/or external audits of the Integrated management system.
4.2.2 Opportunities for improvement of activities and systems are identified on two levels:
4.2.2.1 Continuously based on daily feedback from the projects and their other related
activities.
4.2.2.2 Periodically, by the management review, based on analysis of longer-term data and
trends.

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 Integrated Management Doc# PETROLYNX-IMSP-04
System Rev: 00
NC, CA and Customer Complaint
Date: 01-01-2021
Procedure
4.2.3 Opportunities for improvement of project implementation and performance are
identified mainly by project managers and feedback from client’s representatives
(consultants), or the client himself.

4.3 Risk based approach & Non-conforming Products

4.3.1 Risk based approach is implemented where there is an increased risk for potential
nonconformity. The need for a risk-based approach is identified on the basis of
information regarding capability and performance of processes and work activities,
performance non conformity rates, service and usage feedback, customer complaints
and effectiveness of the Integrated Management System.

4.4 Corrective Actions & Non-Conforming Products

4.4.1 Corrective actions may be requested in the following cases:
• Identification of process/performance non-conformity, including remarks and
improvement points raised by the customer/consultant at the initial handing over of
any project,
• Problem with a process or work activity,
• A non-conformity identified during a customer or third-party audit,
• Customer complaints,
• Identification of any other activity or condition that does not conform with pre-
specified agreements with the customer/client, documented integrated system or
requirements of the ISO 9001, ISO 14001 and ISO 45001:2018 standards.
4.4.2 The Corrective Action Request (CAR) (IMSP-04-F-01) contains a schedule for the
completion date of the corrective action. On completion of the corrective action, the MR
shall verify that the required action has been successfully implemented. Accordingly, or
immediately after the due date for implementing a corrective action, the MR shall follow
up with an inquiry or an audit to determine if the corrective action has been
implemented and if it is effective. When there is objective evidence that the corrective
action is effective, the Corrective Action Request (CAR) (IMSP-04-F-01) can be closed
out. If more work is needed to fully implement the action, a new follow up date is agreed
upon.
4.4.3 On completion of the corrective action, the management representative shall close out
the Corrective action request (CAR) (IMSP-04-F-01), give it a unique registration
number, enter it in the Corrective Action Request (CAR) Register (IMSP-04-F-02) and
file it for reference.
4.4.4 The management representative shall continuously monitor the operation of the
corrective action system to ensure that actions are effectively implemented. All forms of
Corrective action request (CAR) (IMSP-04-F-01) shall be subject to periodic review by
the management representative to detect any repeating situations or identify areas
where corrective actions may be concentrated.

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 Integrated Management Doc# PETROLYNX-IMSP-04
System Rev: 00
NC, CA and Customer Complaint
Date: 01-01-2021
Procedure

4.5 Customer Complaints

A complaint A complaint raised at the A complaint

by fax. project site. by phone.

Inform the Management

Representative about it

MR writes A Thanks Letter to the customer, if necessary.

MR Initiates investigation MR Initiates customer MR Updates customer

record (IMSP-04-F-03). complaint record (IMSP-04- complaints register
F-04) (IMSP-04-F-05)

Send it to
concerned
department/section
.
Investigation & solving
complaint (If existing).

Close the customer

complaint Complete customer
complaint record
(IMSP-04-F-04) by
adding immediate
action taken & reply to
customer.
Send copy of customer complaint record
(IMSP-04-F-04) to concerned Project
manager to inform the customer

Close customer
complaints register
(IMSP-04-F-05).

Close customer complaint record (IMSP-04-

F-04).

Keep in the customer complaint file.

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 Integrated Management Doc# PETROLYNX-IMSP-04
System Rev: 00
NC, CA and Customer Complaint
Date: 01-01-2021
Procedure
5.0 Reference Documents and Records

5.1 Projects Management and Inspection Procedure, PETROLYNX-IMSP-10

5.2 Management Review Procedure, PETROLYNX-IMSP-06
5.3 Internal Audit Procedure, PETROLYNX-IMSP-03
5.4 Data Analysis and Statistical Techniques Procedure, PETROLYNX-IMSP-16
5.5 Corrective Action Request, IMSP-04-F-01
5.6 Corrective Action Request Register, IMSP-04-F-02
5.7 Customer Complaint Investigation Report, IMSP-04-F-03
5.8 Customer Complaint Record, IMSP-04-F-04
5.9 Customer Complaint Register, IMSP-04-F-05

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