Quality System Procedure: (PTL/QSP/05) Procedure for Customer Complaints in Testing Laboratories

Purpose: To define a system in the organization for the resolution of complaints received from customers and/or other parties.

2. Scope: This procedure is applicable to all complaints related to product testing.

3. Responsibility: Technical Manager is responsible to implement this.

4. Procedure:

4.1 All customer complaints are received either verbally or through mail/fax/hard copy. This complaint is logged in the customer complaint record.

4.2 The complaint is analyzed to determine the root cause, and after that suitable correction and corrective action is taken relevant to the root cause.

4.3 The corrective action taken is submitted to the customer.

4.4 Effectiveness of the corrective action is verified after one month.

5. References: Records are maintained for the same.

CHANGE HISTORY

 

Sr.No.	Date of change	Revision no. of old document	Date of old document	Revision no. of Revised document	Date of Revised document	Nature of change (addition/deletion)

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