Complaints Process Audit

• Site conducted

  Select

• Audit number

• Prepared by

• Department

• Conducted on

  Date

• Auditor

• Reviewer

• Auditees

Product Complaint

• Are new tickets created in Ticket manager?

  Yes

  No

  N/A

• Is the information passed to Purchasing department?

  Yes

  No

  N/A

• Are new sales orders processed for replacement products?

  Yes

  No

  N/A

• Is the supplier contacted with information on faulty goods?

  Yes

  No

  N/A

• Is the information from the supplier investigation (if applicable) shared with the customer?

  Yes

  No

  N/A

• Is Navision updated with replacement product information?

  Yes

  No

  N/A

• Are the goods that are not faulty returned to the customer?

  Yes

  No

  N/A

• Is the supplier report attached added to the returned goods?

  Yes

  No

  N/A

• Do we have feedback from the supplier for corrective actions taken?

  Yes

  No

  N/A

Courier Complaint

• Are new tickets created in Ticket manager?

  Yes

  No

  N/A

• Is a claim process initiated?

  Yes

  No

  N/A

• Is the customer informed of the claim process?

  Yes

  No

  N/A

• Is the delayed ETA information from the courier captured?

  Yes

  No

  N/A

• Is the new ETA information communicated to the client?

  Yes

  No

  N/A

• Is a claim process for damaged goods initiated?

  Yes

  No

  N/A

• Are there records of replacement goods sent to the client?

  Yes

  No

  N/A

• Is the claims process information shared with the courier for their account?

  Yes

  No

  N/A

• Was an investigation to determine cause and fault for damages initiated?

  Yes

  No

  N/A

• Are complaints reviewed with courier Account Managers?

  Yes

  No

  N/A

• Was the client contacted for feedback and evaluation of the complaints process?

  Yes

  No

  N/A

Managing USL Complaints

• Are new tickets created in Ticket manager?

  Yes

  No

  N/A

• Are purchasing and the Product Manager informed?

  Yes

  No

  N/A

• Are customers informed and replacements offered?

  Yes

  No

  N/A

• Are RGAs raised?

  Yes

  No

  N/A

• Are replacement orders keyed in on customer account to supply correct product?

  Yes

  No

  N/A

• Is the supply management corrected?

  Yes

  No

  N/A

• Are the wrong product links removed?

  Yes

  No

  N/A

• Original invoice updated with raised RGA?

  Yes

  No

  N/A

• RGA raised on picking Error Account if required?

  Yes

  No

  N/A

• Was a replacement order raised by using the discrepancy account?

  Yes

  No

  N/A

• Are the complaint details communicated to the manager?

  Yes

  No

  N/A

• Are NCs raised and investigated?

  Yes

  No

  N/A

• Audit Summary