3.3 Procedure for … To assure that all complaints within the operation … For Internal Use Customer Complaint Procedure Author Date of Release Document ID Page MR 19.08.2014 GEN-PRO-007 2 of 4 2 Process Conformance Standard Model Clause ISO 9001 : 2008 ISO 14001:2004 OHSAS 18001:2007 ISO 17025:2005 ISO 17020:2004 ISO 17021:2011 ISO 17024 5.2 Customer Focus 4.3.2 Legal and other requirements ISO 9001 Auditing Practices Group Guidance on Customer Complaints 1.

2. The original is retained in the Customer Complaint/Concern Logbook.

SCOPE The scope of this procedure is applicable to all customer orders and customer related processes.

1. Any organization that has the potential for multiple customer contact streams HAS TO create a culture where customer feedback (positive and negative) is captured and processed, data is captured, aggregated and analyzed.

ISO 9001 requires control of customer-related processes and periodic review of the quality management system (QMS), both of which call for customer feedback, especially customer complaints. 4.1.3 When a Customer Complaint/Concern is received, the originator who prepared the Customer Complaint/Concern Record form shall distribute copies of it to the President, Business Operations, Quality Assurance and others as deem necessary to resolve the issue. Over and over again we hear "how difficult" it is for organizations …

For a customer-centric organization, the issue SHOULD NOT BE if something is a complaint or feedback. REFERENCE DOCUMENTS 3.1 XXX Quality Manual, 3.2Customer Related Processes.

While there is no single clause in ISO 9001 that is dedicated to customer complaints handling, ... o Complaint follow-up form o Responses o Escalation flowchart o Continual monitoring

ISO 9001 Requirements Clause 9.1.2 Customer Satisfaction. The organization shall determine the methods for obtaining, monitoring and reviewing this information. Most companies that adhere to ISO 9001 quality standards use customer complaint forms to gather feedback about product quality. PURPOSE To define the methods for documenting and resolving Customer complaints/concerns and to ensure that customer complaint is handled effectively. ISO 9001 accentuates on adequate customer complaint management processes in quality management system. Clause 9.1.2 requires an organization to monitor customers’ perception of the degree to which their needs and expectations have been fulfilled. 3.