IMS8.2.1.1 Customer Complaints Procedure

1.0   PURPOSE

The purpose of this procedure is to ensure that, as soon as a complaint is received:

• It is logged and investigated as soon, as is possible,
• It is analysed to determine if it is valid or invalid,
• If valid, it is actioned to satisfy the Customer with the least inconvenience to them,
• Records are made and retained, and;
• Periodically review is conducted to establish if corrective action is required to prevent further similar occurrences.

2.0   SCOPE

This procedure applies to all items supplied and all services rendered by the Company to it's clients.

3.0   REFERENCES

Documentation, which may need to be referred to prior or during the following activities, includes:

• IMS8.5.2 Corrective Action
• IMS7.2.2.1 Seeking a Concession

4.0   DEFINITIONS

Customer Complaint - Any formal complaint raised by a client, regardless of the method of transmission.

5.0   REQUIREMENTS

This procedure will be enacted as soon as practicable after a Customer lodges a complaint.

5.1 All recipients of a verbal customer complaint:

1. Complete an customer complaint form to record the event, form located on the DataWeb. 
2. Obtain any relevant client documents to be used for assessment of the complaint,

5.2 Any written complaint received is to be processed in accordance with section 5.1.

5.3 The HSEQ Manager confers with the Area Manager to determine the validity of the complaint.

5.4 If it is decided that the complaint is invalid, then the person controlling the issue:

• Informs the Client of the Company's decision and the fact that the matter goes no further, and,

5.5 If it is decided that the complaint is of a valid nature:

• A decision is made as to what action shall be undertaken to resolve the problem,
• A time and date for that action to be carried out, as agreed by our Client, and,

5.6 Where the corrective action requires the seeking of a concession from our Client, this is performed in compliance with our Seeking of a Concession Procedure (IMS7.2.2.1).

5.7 A copy of the complaint is recorded on the DataWeb 

5.8 When the work has been effectively carried out, and inspected, the Area Manager informs the Client.

5.9 Evidence of the completed closeouts are to be added to the Corrective action connected to the complaint

5.10 If the complaint is of a personal nature, the Area Manager investigates the complaint to endeavour to resolve it with the Client and staff member concerned.

5.11 Any correspondence received regarding complaints is filed with the Corrective Action.

5.12 The number, nature, implications and status of Customer Complaints is reported and assessed on a regular basis through the Management Review process.

6.0   EXHIBITS

Customer Complaint Form