Recording the Complaint
The customer fills out the FR.0022 Complaint Form, or any incoming written/verbal complaint is logged by OTAM personnel using the FR.0022 Complaint Form.
Evaluation of the Complaint
The QM and the Test Center Director check whether the complaint is related to laboratory activities and whether it is to be accepted.
Customer Notification
The customer is informed that the complaint has been accepted and that the related process has been initiated.
Customer Notification
The customer is notified in writing that the complaint has been rejected and the record closed, that it has been treated as a request, and what actions can be taken (if applicable).
Nonconformity / Root Cause Analysis / CAR
The resolution team investigates the root causes of the complaint. A decision is made on whether to open a Nonconformity / CAR for the complaint subject. An action plan is prepared.
Retesting and Customer Notification
The test is repeated by qualified personnel not involved in the complaint. The customer is informed that the test will be repeated and that, if necessary, a revised report will be issued.
Comparison of Test Results
Results are compared by laboratory management. If a discrepancy exists, the procedure is followed in accordance with the Nonconforming Service Procedure and the Corrective/Preventive Action Procedure.
Assessment of the Result
The performed action and the repeated test are reviewed and verified by personnel not involved in the complaint.
Sharing the Retest Results with the Customer
The retest results, and where applicable a revised report, are shared with the customer.
Customer Notification
The customer is informed about the decision and the planned action.
Receiving Customer Feedback
After the customer is informed of the action taken, customer feedback and a satisfaction-survey assessment are requested. If positive feedback is received the complaint is closed. If feedback is negative the process is repeated.