Doc. 0905

Quality Procedure
Document Title Handling of Customer Complaints

Department Code 06 Department QA
Document No.: 0905 Effective Date 25.06.2023
Issue #: 01 Revision #: 00
1. PURPOSE
To establish and maintain a system for handling customer complaints received from Customers and
making improvements within the plant activities.
2. SCOPE
Applicable to all complaints (Rejection / Warranty) received from the customer on product quality &
returned Products.
3. RESPONSIBILITY
3.1 HOD (QA) is overall responsible for handling the customer complaints.
3.2 QA Executive is responsible for registering and coordinating the customer complaints.
3.3 Respective HODs’ are responsible for taking corrective and preventive measures in their area of
activity for avoiding such complaints in future.
3.4 Other specific responsibilities and authorities are as given in description.
4. DESCRIPTION
A. REJECTIONS /RETURN/ QUALITY ABNORMALITY
S. No. Activity Responsibility Ref. Doc.
4.1 Receive Customer Complaint verbally on telephone or written MD/
by letter or by email or fax from customer or by personal visit. HOD - Mktg.
/PPC/QA
4.2 In case when complaint is received by MD/ HOD (Mktg), MD
HOD (Marketing) forwards the same to HOD (QA) for /HOD - (Mktg)/QA
review.
In case when complaint is received by HOD QA, same to be
forward to MD/DIRECTOR.
4.2.1 Note down the complaint on Customer Complaint Report. QA Exec. F01-0905
4.2.2 Communicate the customer complaint to all levels as QA Exec. F01-0714

procedure for ‘Communication (0708)’.
4.2.3 Suspected material to be re-verify at SEI and customer end. QA Exec.
4.3 Based upon the nature of the complaint, make the Action plan
and share it to customer within 24 hours (if requested by
customer). ForCountermeasure Report, reply to customer
within a week.
4.3.1 After analyzing the root cause of the problem, its QA Exec. F01-0903
countermeasure report is filled in QPCR or 5W or 8D sheet
Prepared By Reviewed By Approved By
HOD (QA) SCO MR

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Quality Procedure
orCorrective & Preventive Action Report (CAPA) Format and

send the information to customer on the prescribed format or
as per requirement of customer.
4.3.2 Immediate countermeasure & permanent countermeasure F01-0905

taken against the problem is recorded in ‘Customer complaint
Report’ & its effectiveness monitoring is done for 1 month in
the same report and same countermeasure should be
horizontally deployed.
4.3.3 As per the action taken against the problem, if there are any
changes required in the standard documents then it should be
mentioned in the QPCR format send by the customer and
review of the standard documents to be done.
4.4 If required, visit at customer end and analyze the probable HOD (QA) /
cause of complaint by discussion with customer representative QA Exec
/ verification with product. Make the minutes of meetings for
records.
4.4.1 If the corrective action (Inspection/Segregation) is to be taken QA Exec.

at Customer end, make necessary arrangements and
implement the corrective action.
4.4.2 If required, collect the rejected samples from Customer for QA Exec
further investigation at Customer end. If the corrective action
is to be taken on the complete lot at Customer end, arrange for
lifting the same.
4.4.2.1 Keep the returned materials duly identified. Analyze the HOD (QA) /
returned materials / samples for the defects observed and QA Exec
decide the corrective action & keep the records.
4.4.2.2 As & when Countermeasure sheet is raised by the customer, HOD / Exec.QA
investigate &analyze the cause of the problem & take
corrective action, and reply back on same report.
B. WARRANTY
4.5 Make visits to warranty section of Customer for monitoring QA Exec

the Field Failure items if required.
4.6 Maintain records of items reported by customer as Field QA Exec

Failure.
HOD (QA) SCO MR

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Quality Procedure
4.7 If required, carry out joint analysis of failed pieces for HOD(QA) F02-0905
probable causes at customer end & maintain records of the / Q.A Exec.
same.
4.8 Collect the Field Failure items from customer end for further QA Exec.
investigation / analysis at SEI and keep such items duly
identified.
4.10 Warranty Analysis & C/M report is sent to Customer as per HOD(QA)/ F03-0905
requirement of customer. QA Exec.
4.11 Monthly consolidation of Warranty reporting is done & HOD (QA)

reviewed for further action.
4.12 All records are maintained as per Procedure on Control of QA Exec. 0707
Quality Records
5.0 REFERENCES
IATF 16949:2016
6.0 RECORDS
F01-0905 Customer Complaint Report

F02-0905 Weekly Warranty Joint Analysis Report
F03-0905 Warranty Failure Counter measures Report
F01-0903 CORRECTIVE ACTION & PREVENTIVE ACTION (CAPA)
F01-0714 Customer / In-House Complaint Communication Sheet
7.0 REVISION HISTORY :-
S.No Date of revision Revision no. Revision Detail
HOD (QA) SCO MR

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Quality Procedure

Document Title Handling of Customer Complaints

4.2.2 Communicate the customer complaint to all levels as QA Exec. F01-0714

4.2.3 Suspected material to be re-verify at SEI and customer end. QA Exec.

Prepared By Reviewed By Approved By

HOD (QA) SCO MR

orCorrective & Preventive Action Report (CAPA) Format and

4.3.2 Immediate countermeasure & permanent countermeasure F01-0905

4.4.1 If the corrective action (Inspection/Segregation) is to be taken QA Exec.

4.5 Make visits to warranty section of Customer for monitoring QA Exec

4.6 Maintain records of items reported by customer as Field QA Exec

Prepared By Reviewed By Approved By

HOD (QA) SCO MR

4.11 Monthly consolidation of Warranty reporting is done & HOD (QA)

F01-0905 Customer Complaint Report

7.0 REVISION HISTORY :-

S.No Date of revision Revision no. Revision Detail

Prepared By Reviewed By Approved By

HOD (QA) SCO MR

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