Customer Complaint Handling Procedure

Dear All,

I would like to get assistance on the protocol of customer compliant handling in an organizations. Is an SOP for the same necessary to ensure a standard process is followed? An y one with a typical SOP to assist.


Thanks,

Agwanda

We have a common SOP & format for handling all types of complaint - including internal & external. Make a simple procedure step by step - considering the actual process what you follow - Start with your objective, scope, Responsible person, Actual Process & Related Forms how to be filled and to whom to be forwarded, Investigation - Source of the problem, Root cause, Correction, Corrective action, Closure of the Complaint and communication to the complainant. Better try to classify the complaints to different category based on GMP - so that you can rate it and show the importance. Am just attaching the classification we do before filling the complaint form.

Dear All,

I would like to get assistance on the protocol of customer compliant handling in an organizations. Is an SOP for the same necessary to ensure a standard process is followed? An y one with a typical SOP to assist.


Thanks,

Agwanda

pls. find the attachment as mentioned in my post.

May be not exactly what you are looking for, but hopefully a basis for discussion. The flowchart is quite old and was used in a company that utilised a database to track the complaint through each department that needed to input on the complaint.