The procedure describes the guidelines for the handling and Investigation of market complaints.

1.0			OBJECTIVE		: The procedure describes the guidelines for the handling and     Investigation of market complaints.
2.0			RESPONSIBILITY		: Production Head, QA Head.
3.0			ACCOUNTABILITY		: QA Manager
4.0			PROCEDURE		:
4.1			Any communication oral or written received from any customer, C & F agent or marketing staff regarding the product quality; packing defect or any other complaint shall be considered as market complaint.
4.2			All market complaints shall be addressed to QA Head.
4.4			On receipt of the complaint;  product sample  shall be thoroughly examined for the physical appearance & evidence of deterioration etc. The quantity returned and any signs of mishandling also be traced. The necessary details to be recorded and signed by QA Officer and authorized by QA Head.
4.4.1			An attempt to get the information about the integrity of the pack, seal or pilferage shall be made to detect mishandling during transit.
4.5			The retained samples of the batch shall be examined with respect to the complaint about the product quality.
4.6		The complaint product sample shall be subjected to tests relevant to the nature of the complaint and where the quantity is adequate; a complete analysis shall be done.
4.6.1		If QA head considers it necessary a responsible person of executive or above position from the relevant functions viz. quality control for quality related complaints, packaging or stores personnel for packaging or logistics complaints shall visit the customers premises.
4.6.2		The visit to the customer premises shall be pre-approved by the technical director  & shall be pre-appointed with the customer.
4.6.3		The visiting person shall write a report after investigating the nature of the complaint actually observed at the customers site or by practically analyzing the quality of the product as suggested by the customer.  Joint analysis or joint investigations, Compilations, discussions etc   shall be carried out  in order to avoid the reoccurrence of the problem. The  final  effective conclusion to be  detected by both the parties. The conclusion or decision taken shall be reproduced in a report called MINUTES OF THE MEETING and it is signed or agreed by both the parties  ,  original copy of these  minutes shall be issued to the customer  and   second copy shall be issued to QA department and third copy shall be given to marketing department and also if required one more copy of the same shall be issued to the Director of the organization.
4.6.4		After joint meeting with the customer, the necessary action steps shall be taken by the organization on discussion with Director, QA Manager, Marketing Manager,  Head QC, so as to find out the  correct root cause that is detected in the complaint and action steps  in such a way that not to repeat such  mistakes in future.
4.7		If the cause of the complaint cannot be identified, checking batch records, quality control records, shall do further investigation material sources, deviation in batch process, if any, etc. in consultation with Production Head.
4.8		If the complaint is sustained, the relevant retained samples also shall be tested to ascertain whether the complaint is an isolated one or extends to the entire batch. If the quality of the batch appears to have been affected the retained samples of batches adjacent to the one in question will be tested. This will help to reveal the extent of the quality defect.
4.9		Where input materials from the same lot or batch have been used in other batches of the product in addition to the one in question, it is recommended that all these batches are also tested.
4.10		The test results will be recorded and evaluated by the QA Head to enable him to recommend the future course of actions.
4.11	Marketing Head will send the reply to complainant on the basis of the findings of the investigation made by QA Head with a copy to QA Head.
4.12	Where there is reason to believe that the batch in question fails to meet any of its specifications, it shall be recalled from the customer.
4.13	The complaints related to product quality is called technical complaint, and the complaint related to transit, damage of drums, shortage of weight, missing of documents etc are  called commercial complaints
4.14	QA head/Manager will investigate the root cause of the complaint, thoroughly in coordination with the concerned department employees, by checking the records sequentially for the whole batch. If it is a commercial complaint viz., damage of drums in transit, missing of documents etc shall be investigated by packing department/ Marketing Manager and shall be reported to QA Head /Manager. Final reply shall be sent by Marketing Manager to the customer after all the necessary data  is collected from  QA  Head/ Manager
4.15	A copy of the reply sent by Marketing manager shall be forwarded to QA Manager as a record.
4.16	RECORDS:
4.16.1	The completed complaint form with all the details of testing & investigation shall be filed and copy of the same must be attached with BMR of the said batch. The complaint file must be kept in the establishment where the product was manufactured or packed and should be available for inspection by the authorities
4.16.2	Records on complaints should be maintained until at least one year after the expiry date or One year after the date that the complaint was received, whichever is longer.
	NOTE:			(1)   The investigation of the complaints to be completed within one month         (30 Days) from the date of receiving. (2)   Acknowledge the receipt of the complaint and intimate the complainant about actions being taken within one-week time.

REVISION HISTORY

Sr.No	Name &  SOP No	Date of revision	Reason for revision	Revised by	Current version	Remarks
01)	MK/02/08	01/01/08	New SOP	NA	00

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QA remarks if any: 

Follow the current version only.

Sr. No	Date	Complaint Ref. No	Name of the customer	Name of the product	B. No	AR No	Qty Dispatched & Com Inv. No	Description of complaints	Investigation and corrective action taken	Signature

Product Name:	Product Code :	Q.A. Report No: Date:
Name of the customer		Customer ID:
Type/ Nature of complaint	Commercial/ Technical	Packing details :
B. No/ AR No	Date of Mfg;	Date of  Exp:
Complaint reported by
Physical observation of Complaint Product Sample  (if received) :
Q.A. Head Findings, Corrective Action & Implementation:

Complaint received by :                                                                   Complaint received by QA

Signature and date                                                                                    Signature and date:

Production Head Findings & Comments Name & Signature:                                                                                            Date  :

Final Observation to Marketing for Reply to Complainant: QA Head:                                                                                                 Sent on Date :

Marketing Remarks & Reply                              ( Copy of this report to send back to QA Head  )  : Name & Signature:                                                                                                Date  :

QA Receipt: Received by:                                  Name & Signature:                                         Date: