Complaints
In the context of ISO9001, a complaint refers to an expression of dissatisfaction with a product or service and is filed by a customer and received by an organisation. Whenever a customer lodges a complaint, a response is either explicitly or implicitly required.
ISO 9000 2015 Definitions in Plain English
Creating a complaint record
Select + to create a new complaint record, the next available complaint number will be displayed. The date raised will be automatically populated, use the date closed to indicate this record has been finalised.
Enter description of the complaint and who it was raised by.
Select a procedure from the drop down menu.
General complaint
Use this tab to record detail of a general complaint.
Enter the name of the person/organisation the complaint relates to and any supporting information
To attach any documents use the insert file button
Customer/Works Order
Use this tab to retrieve works order information, select the Customer/Works Order button to open the works order picking list.
Select the relevant works order.
All information relating to this works order will be displayed in the centre of the complaint window.
Complaint against an Operation
Complaint against an individual operation within the works order.
Select the For Operation button to open the operation picking list. Select the relevant operation. To remove select No Operation.
Supplier/Purchase Order
Use this tab to retrieve purchase order information, select the Supplier/Purchase Order button to open the purchase order picking list
Select the relevant purchase order.
All information relating to this purchase order will be displayed in the centre of the complaint window.
Complaints Notes
Reason
The reason for logging this complaint can be recorded within this field.
Double click within the field to open the rich text window where text can be formatted.
To attach any documents use the insert file button
Action
Actions taken for this complaint can be recorded within this field.
Double click within the field to open the rich text window where text can be formatted.
To attach any documents use the insert file button
Prevention
Preventions taken for this complaint can be recorded within this field.
Double click within the field to open the rich text window where text can be formatted.
To attach any documents use the insert file button
Cross References
Non-Conformance – use the drop down menu to open the non-conformance picking list, select the record that is related to this complaint (if applicable)
Concession – use the drop down menu to open the concession picking list, select the record that is related to this complaint (if applicable)
Reject – use the drop down menu to open the reject picking list, select the record that is related to this complaint (if applicable)
Complaint Category – use the drop down menu to select a complaint category
Next Activity Date – enter the next activity date if this complaint needs to be followed up. A notifier will be created for future reference. The following popups will appear confirmed the creation of the notifier. Text can be overwritten to suit the organisation requirement.
To save the record select