Complaint Handling Escalation Matrix

Escalatio
Person responsible Activities
n Level

CQE personnel are responsible for initial complaint

handling.
They assess and categorize complaints, conduct initial
Customer Complaint
Level 1 investigations, and attempt to resolve issues within
Quality engineer
defined time frames.
Solve the complaints within 3 days
If unable to resolve, complaints are escalated to

Initiate thorough investigations into escalated complaints

to determine root causes.
Collect relevant data, including manufacturing records,
quality control data, and customer feedback.
Collaborate with cross-functional teams such as
production, Design and Development, and QA/RA to
gather necessary information.
Level 2 Quality Control Team
Utilize quality tools and methodologies (e.g., 8D, Fish
bone diagrams) to identify underlying issues contributing
to the complaint.

If the issue persists or requires further expertise,

complaints are escalated to:

They oversee escalated complaints, ensure appropriate

resources are allocated for resolution, and approve major
corrective actions or process changes.
QA/RA Quality
Level 3 New Regulatory and revised regulatory requirements
Manager
added or updated in the products
If unresolved or involving cross-functional issues,
complaints are escalated to

In complex cases, cross-functional teams comprising

representatives from various departments collaborate to
investigate, resolve, and prevent recurring customer
Cross-Functional complaints. These teams facilitate comprehensive
Level 4
Teams problem-solving and decision-making.
They collaborate to determine comprehensive solutions
and ensure compliance with regulatory requirements.
If necessary, complaints may be escalated to:

Involvement of senior executives such as the CEO of

Operations.
Reserved for complaints with significant business
Executive impact, unresolved issues at lower levels, or those
Level 5
Management requiring strategic decision-making.
Executive management provides final approval for major
actions, allocation of resources, and ensures
organizational accountability.
 Complaint Handling Escalation Matrix

Task owner & Responsibilities for Customer complaints :

Root cause from Issue Task owner Responsibilities Documents to

CC Related to follow-up

1. Wire cut 1.Process PROCESS 1. Need to verify 1. To close Process

Failure TEAM the Root cause. Validation report.
2. Every filling
process (epoxies, 2. Verify the 2. If any changes is
foams, etc.,) capability of there in procedure,
process. SOP and records
3. Process
need to be revised.
Aesthetic 3. Implement
addition process 3. Revised or newly
4. Crimping
(or) new process, created Quality
5. Stripping & if required. Alert
cutting &soldering
4. To close CAPA,
6. Component if applicable
while Assembly
process
7. Moulding
process failure.

1. Configure 2.Design DESIGN 1. Need to verify 1. To close Mould

mismatch Failure TEAM the Root cause. correction report.
2. Product design 2. Mould 2. To close mould
failure correction, if validation and
applicable. product validation
3. Part Aesthetic
report
3. Design change
4. Fitting issue
if applicable 3. Revised or
5. Material updated BOM
4. Data sheet
compatibility
correction, if 4. Design Change
6. Colour issue Applicable. report
(moulding)
5. Verify the 5. Trail report
compatibility.
6. To close
7.label design 6. Implement the Process validation-
failure. new process if applicable
7. Test reports if
applicable
8. Validated and
Verified the new
process reports
9. To close CAPA,
 Complaint Handling Escalation Matrix

if applicable

1. Material 3.Supplier PURCHASE 1. Address issue 1. To close SCAR

Compatibility failure TEAM to supplier & report.
(Outsource) intimate CAPA.
2. Aesthetic issue 2. Supplier change
2. Request for cum approval form.
3. Bonding issue
replacement.
3. QMS
4. Component &
3. Alternate requirement
functional failure .
source finding. documents for
5. Expired supplier, if
4. Supplier
product applicable.
change if
6. Mould worn applicable 4. Risk report for
out .(BMC mould ) the supplier process
5. Material
if applicable
7. Colour changes if
mismatch applicable 5. COA for every
batch of the
8. Incorrect supplier materials
material
6. MSDS or SDS
for the new product
of the supplier
7. To close CAPA,
if applicable.
8. Design
validation &process
validation report for
new supplier
product and mould
correction.

1. Packing & 4.Production PRODUCTION 1. ON -JOB 1. Training record.

labelling Error failure TEAM & FQC training to be
2. Updated Sop
provided.
2. Missed & and records to be
skipped process 2. Request follow-up.
support from
3. Wire 3. Validation
respective
interchange & wet report, if
department to
soldering. applicable.
resolve the issue.
4. Improper 4. Quality Alert
Assembly (over
5. Control plans
filling glue
Updation.
&adhesive, etc.,)
6. Product
5. Additional
parameters added in
process.(without
the Final inspection
validated process)
report.
 Complaint Handling Escalation Matrix

6. Cleaning
(Despatch)
7. Mould setting
change, mixing
ratio of the
materials,
Improper mould
fixed in the
machines
8. Improper
material selected
9. FG expired
product .
10. Expired raw
material used
11. Incorrect report
send to the
customer

1. Not compatible 5.Marketing MARKETING 1.Advice to be 1.Deviation forms

part supplied. TEAM given to the to be raised if not
customer. under QMS.
2. Customer
damage, (physical 2. User training 2.Advice given to
violation, Ink given to the customer, in which
mark) customer. the product not in
QMS will not cover
3. Warranty 3. IFU provided to
under warranty.
expired. the customers
3.Training record
4. QMS deviated
products.

Customer 6.QA/RA QARA TEAM 1.Generate the 1. Implement

requirement required document the new or
as per customer revised
1.OEM FIR
need. standard
2.COC 2. Implement
2. COC prepared
as per the
3.COA for every batches
standard
4.QMS document 100% inspection parameters
of the OEM in the
5.Product product product.
 Complaint Handling Escalation Matrix

RECALL 100% inspection 3. Finalize the

of the Labels process
6.8D report
validation
7. New regulatory report
requirements or 4. COC and
revised regulatory COA given
requirements. to the
customer
8. Process 5. Verification
validation and tests of the
are conducted as Labels and
per the standard IFU
for the products. 6. Test report
9. Label 7. Revised or
Requirements new SOP,
procedure.