Information

  • Document No.

  • Audit Title

  • Client / Site

  • Conducted on

  • Prepared by

  • Location
  • Personnel

25.1 - COMPLAINTS PROCEDURE (BASE)

  • A complaints policy and procedure to handle complaints must be in place.

  • This must be part of or linked to the site incident management procedures where necessary

  • WGLL - A certain number of complaints linked by complaint type, product or production line will trigger a review

25.2 - COMPLAINTS PROCEDURE (BASE)

  • Complaints from all sources must be covered in the procedure eg:

  • Customer representatives

  • Stores

  • Central buying department

  • Retailer customer complaints departments

  • Law enforcement bodies

  • Internal departments (eg. Operational departments)

  • Output from quality assurance processes eg. Taste panels

25.3 - COMPLAINT HANDLING (BASE)

  • Complaints from all methods of reporting (eg post, telephone, email) must be captured on a logging system

  • Each complaint must have a unique reference number

  • WGLL - complaint log includes:

  • Nature of complaint (WGLL)

  • Product information (WGLL)

  • Durability (WGLL)

  • Whether product sample has been requested (WGLL)

  • Outcome (WGLL)

25.4 - COMPLAINT HANDLING (BASE)

  • All complaints must be investigated in detail by competent personnel

  • The investigation must determine whether the complaint is product specific or an issue which may affect more than one product

  • The complaint handling procedure must identify what information to check depending on complaint type

  • Compliant types can include examples such as: foreign bodies, alleged illness, taste, quality, correct quantity etc.

  • Full records must be kept and the outcome of the investigation promptly reported to relevant personnel and departments

  • Corrective actions must be effective to prevent a reoccurrence

  • Where requested the full or reactive actions must be reported to Tesco

  • WGLL - all instances of FB contamination, alleged illness and trends need to be investigated. Isolated incidences where a customer doesn't like taste / quality perception issue may not require a full investigation, however they do need to be monitored

25.5 - COMPLAINT MONITORING (BASE)

  • Complaint trends must be monitored

  • Complaint numbers must be tracked against units sold and complaint type

  • An increase in complaints must prompt an investigation

  • The site must set targets and have a plan in place to reduce complaint levels in general and for worst offending categories / products.

25.6 - TREND ANALYSIS (BASE)

  • Information rom trend analysis of complaints must be communicated to the site management and production teams

25.6.1 - TREND ANALYSIS (ASPIRATIONAL)

  • Complaint trend information. Is graphically displayed on suitable notice boards at site access points

  • Complaint examples may also be displayed to increase awareness eg. Foreign bodies

  • Mechanisms are in place for briefing and discussing preventative action with production teams

25.7 - PRODUCT WITHRAWAL (BASE)

  • If a withdrawal / recall is required the customer must be notified using the incident management procedures.

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