Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
25.1 - COMPLAINTS PROCEDURE (BASE)
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A complaints policy and procedure to handle complaints must be in place.
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This must be part of or linked to the site incident management procedures where necessary
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WGLL - A certain number of complaints linked by complaint type, product or production line will trigger a review
25.2 - COMPLAINTS PROCEDURE (BASE)
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Complaints from all sources must be covered in the procedure eg:
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Customer representatives
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Stores
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Central buying department
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Retailer customer complaints departments
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Law enforcement bodies
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Internal departments (eg. Operational departments)
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Output from quality assurance processes eg. Taste panels
25.3 - COMPLAINT HANDLING (BASE)
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Complaints from all methods of reporting (eg post, telephone, email) must be captured on a logging system
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Each complaint must have a unique reference number
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WGLL - complaint log includes:
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Nature of complaint (WGLL)
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Product information (WGLL)
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Durability (WGLL)
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Whether product sample has been requested (WGLL)
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Outcome (WGLL)
25.4 - COMPLAINT HANDLING (BASE)
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All complaints must be investigated in detail by competent personnel
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The investigation must determine whether the complaint is product specific or an issue which may affect more than one product
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The complaint handling procedure must identify what information to check depending on complaint type
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Compliant types can include examples such as: foreign bodies, alleged illness, taste, quality, correct quantity etc.
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Full records must be kept and the outcome of the investigation promptly reported to relevant personnel and departments
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Corrective actions must be effective to prevent a reoccurrence
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Where requested the full or reactive actions must be reported to Tesco
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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)
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Complaint trends must be monitored
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Complaint numbers must be tracked against units sold and complaint type
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An increase in complaints must prompt an investigation
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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)
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Information rom trend analysis of complaints must be communicated to the site management and production teams
25.6.1 - TREND ANALYSIS (ASPIRATIONAL)
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Complaint trend information. Is graphically displayed on suitable notice boards at site access points
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Complaint examples may also be displayed to increase awareness eg. Foreign bodies
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Mechanisms are in place for briefing and discussing preventative action with production teams
25.7 - PRODUCT WITHRAWAL (BASE)
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If a withdrawal / recall is required the customer must be notified using the incident management procedures.
