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QAP 140

Customer Complaints, Corrective & Preventive Action

a. PURPOSE
The purpose of this procedure is to define the method for handling of customer
complaints and product, process and system non-conformities and to determine the
steps needed for effective implementation of corrective and preventive actions resulting
from such non-conformities.

b. SCOPE OF APPLICATION
This procedure applies to all customer complaints and product, process and system
related non-conformities requiring corrective and / or preventive actions.

c. DEFINITIONS
Customer compliant : any communication from the customer, whether written or
verbal justified in which he expresses dissatisfaction with the product service provided
by the company.

Corrective action: action taken to eliminate the cause of an existing non-conformity
defect or other undesirable situation in order to avoid recurrence.
Preventive action: action taken to eliminate the cause of a potential non-conformity
defect or other undesirable situation in order to avoid occurrence.
d. CROSS REFERENCE

 Quality manual, clause d.14
 Management review – QAP 10

 Document and data control – QAP 50
 Purchasing – QAP 60
 Control of non – conforming products – QAP 130

 Internal quality audits – QAP 170
e. RESPONSIBILITY FOR APPLICATION

The management representative and department heads / project engineers are
responsible, at varying intervals, is for the application of this procedure.

f. PROCESS
f.1 Customer complaints

f.1.1 All customer written and justified verbal complaints, shall be recorded by
the recipient on a “customer complaint report”, and shall be attached to

the customer complaint report.
f.1.2 Customer complaint reports shall be forwarded to the GM who shall decide
whether the compliant is considered justified, this may involve investigation
as in clause f.1.3 below.
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