1. Purpose
This procedure aims to outline the process for handling and validating complaints and appeals received from clients and other parties, including adverse findings during audits
2. Scope
This procedure encompasses the handling of all complaints and appeals received by the Organization through various means, such as written, verbal, or email. It also includes addressing adverse findings identified during audits.
3. Responsibility
3.1 The responsibility for receiving, handling, validating, and analysing complaints and
appeals lies with the Management Representative/Technical Manager. They, in
collaboration with the Sr. Inspection Engineer, ensure client and other party
satisfaction.
3.2 The Operation Manager/Technical Manager is responsible for closing complaints and
appeals to the satisfaction of clients and other parties.
3.3 The Management Representative/Technical Manager handles and analyses complaints
and appeals with the support of backup records, with assistance from the Sr. Inspection
Engineer.
4. Description of Activity
4.1 Receipt and Validating Complaint and Appeal
4.1.1 All received complaints and appeals are recorded in the Complaint and Appeal Register.
4.1.2 A detailed complaint and appeal report is prepared, including information such as mode
of receipt, client/other party details, description of the complaint, and references to
inspection services.
4.1.3 Sr. Inspection Engineer analyses the root cause of client/other party complaints.
4.1.4 Complaints are validated by checking necessary backup records or conducting
interviews with involved Inspection Engineers/Technicians.
4.1.5 Classification of Client Feedback and Complaint and Appeal
4.1.5.1 Client feedback and complaints are categorized based on causes, facilitating better
tracking of trends and improvements.
4.1.5.2 Possible causes include suspected results, late result reporting, communication
problems, business practice complaints, and issues with inspection services.
4.1.6 Handling of Client Complaint and Appeal
4.1.6.1 The Management Representative/Technical Manager, along with the responsible
function, decides on responses and corrective actions for clients.
4.1.6.2 Every client complaint and appeal is reviewed, root causes are analysed, and corrective
actions are taken, recorded in the complaint and appeal report.
4.2 Analysis of Complaint and Appeal
4.2.1 Management Representative/Technical Manager reviews complaints and appeals for
issues such as delayed reporting, incorrect reporting, failure to carry out inspections as
per the contract, and other identified problems.
4.2.2 Complaints are analysed for root causes, and necessary actions are initiated to resolve
them.
4.2.3 Replies and necessary actions are communicated to clients/other parties, with potential
visits by Technical Manager or their nominee based on the complaint's seriousness.
4.3 Closing of Complaint and Appeal
4.3.1 Depending on the non-conformity's nature, corrective and preventive actions may be
requested.
4.3.2 Records of investigations and related documents are maintained, organized into files
identified by complaint and appeal numbers.
4.3.3 All complaints and appeals received by the Organization are closed within seven
working days, with authorization for closure given to the Operation Manager/Technical
Manager.
4.4 Client Feedback
4.4.1 Client feedback is collected at least once a year, reviewed by the Management
Representative/Technical Manager.
4.4.2 Unsatisfactory feedback is treated as a complaint and analyzed per the above
procedure.
4.5 Monitoring Effectiveness
4.5.1 Management Representative monitors the effectiveness of corrective and preventive actions through reviews over suitable timeframes on a case-by-case basis.
4.6 Major Changes
If major changes in relevant documents are necessary due to corrective and preventive actions or complaints, they are carried out following the document control procedure.
5. References
5.1 QP/07 Procedure for Control of Documents
5.2 QP/11 Procedure for Corrective Actions
5.3 QP/12 Procedure for Preventive Actions
6. Enclosures
Nil.
7. Formats/Exhibits
7.1 F/CSD/02 Client feedback form
7.2 F/CSD/03 Complaint and appeal Report
7.3 F/CSD/04 Complaint and appeal Register
8. Form Submission
After carefully completing the form, please submit it via email to complaints@tuvinsp.com