I have a quick question regarding to SQF section 2.1.5 Customer Complaint Program. What does the customer complaint cover? is it only food safety related when raw material or final product is involved? OR also include all process from receiving to distribution?
Please advise. I have a customer who only wants to log complaints related to health concern (harmful or injurious).
Based on the Guidance manual, the "cover" is (extremely) "open-ended", implying that the scope is "defined" by the Customer. I suspect any retail product, hotline receiver, will tell you that this means infinity.
IMEX, Customers are only interested in what is in front of / within their mouth / eyes / nose / taste buds etc, the product history is definitely not their problem (unless it's expired).
Note - A "customer" is defined in the Glossary as -
A buyer or person that purchases goods or services from the certified supplier