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What to do about missing complaint files?


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#1 smart17

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Posted 11 July 2017 - 08:03 AM

Dear all, 

 

I have started working to packaging manufacturer for 2 10 days now . 

I am going through the files and I noticed that the previous QA did not have file for complains 2016 and 2017, probably had made files to his PC and left without made hard copy because the company accredited with BRC

However, I found 5 companies left over to his office which I am trying to file them for 2017. 

However, I do not known what to do for the 2016 complain file ? any suggestions ,please ?

 

Thanks in advance 

 

T


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#2 Peaches

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Posted 11 July 2017 - 11:18 AM

Are there records of the management review meetings or the annual review by senior management for 2016?  This should've included customer complaints to meet the BRC standard.  Maybe check there?  


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#3 smart17

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Posted 11 July 2017 - 11:32 AM

Thank you Peaches for your answer. 

the whole annual  management  review was in digital form  and previous QA person who left the company ;(

is it a problem not to have the complain file of 2016 ?


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#4 Peaches

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Posted 11 July 2017 - 11:43 AM

An internal audit on this section along with corrective and preventive actions could help with the missing files during an audit. It sounds like making sure files are backed up on a shared drive will be part of the corrective actions that need to take place and not just in the customer complaint section!  


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#5 smart17

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Posted 11 July 2017 - 12:22 PM

thanks a lot for the advice.


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#6 FurFarmandFork

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Posted 12 July 2017 - 04:06 PM

Keep a corrective action record for the failure to document complaints in 2016, root cause: old QA manager left abruptly. Start fresh with a system that works for you and be open about it during the audit.

 

You can have gaps in the past as long as they were corrected and root cause was documented. Happens all the time when QA people come and go.


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#7 Madam A. D-tor

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Posted 12 July 2017 - 05:58 PM

Dear Smart 17,

 

Also consider other missing documents: Management review, supplier evaluation, internal audits, HACCP verification.

As FurFarmandFork said, document the whole case as a non conformity.

 

If I was you auditor I should however raise a non-conformity for documentation/record control. Surely the company did not take precautions for records/documents to "disappear".

 

BRC 3.3.1: Records shall be legible, maintained in good condition and retrievable. Any alterations to records shall be authorised and justification for alteration shall be recorded. Where records are in electronic form these shall be suitably backed up to prevent loss.


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#8 smart17

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Posted 13 July 2017 - 07:13 AM

Keep a corrective action record for the failure to document complaints in 2016, root cause: old QA manager left abruptly. Start fresh with a system that works for you and be open about it during the audit.

 

You can have gaps in the past as long as they were corrected and root cause was documented. Happens all the time when QA people come and go.

 

Thank you for your answer FurFarmandFork . 

I would like to ask you if you have any links about the root cause that  I should get advised.?

 

thanks a lot  


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#9 smart17

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Posted 13 July 2017 - 07:15 AM

Dear Smart 17,

 

Also consider other missing documents: Management review, supplier evaluation, internal audits, HACCP verification.

As FurFarmandFork said, document the whole case as a non conformity.

 

If I was you auditor I should however raise a non-conformity for documentation/record control. Surely the company did not take precautions for records/documents to "disappear".

 

BRC 3.3.1: Records shall be legible, maintained in good condition and retrievable. Any alterations to records shall be authorised and justification for alteration shall be recorded. Where records are in electronic form these shall be suitably backed up to prevent loss.

Thank Madam A. D-tor  for your answer and support . I will have a look , I known already that the internal audits missing . Previous QA manager had in its PC .


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#10 Madam A. D-tor

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Posted 13 July 2017 - 12:41 PM

Thank Madam A. D-tor  for your answer and support . I will have a look , I known already that the internal audits missing . Previous QA manager had in its PC .

 

What actions did your organization implement, to prevent you are also putting anything on your computer and take it with you when you leave?


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#11 smart17

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Posted 13 July 2017 - 01:18 PM

What actions did your organization implement, to prevent you are also putting anything on your computer and take it with you when you leave?

they bought a desktop which bellows to the company now. the previous was private contractor!


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