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f.1.3 For justified complaints or where justification needs to be established the
General Manager, in conjunction with the managing director when
necessary, will decide which functions need to be involved in analysis the
complaint and distribute copies of the complaint form accordingly copy of
the form for all justified complaints will be forwarded to the management
representative for reference or further involvement a deemed necessary.

f.1.4 Should a complaint be considered unjustified the GM will offer reasonable
explanation to the customer, either verbally or in writing a may be deemed
appropriate, and the fact that the complaint was unjustified, together with
relevant facts will be stated on the customer complaint form. Such
complaints are then considered to be closed. Written complaints will always
be replied to in writing as soon as possible but not later than within seven
days from receipt.
f.1.5 Justified complaints will require some form of curative action such as
replacement of non-conforming or defective product, rework, financial
compensation, etc. in all such cases the corrective action procedure set
out in clause f.2 below will be followed.

f.1.6 When investigating the cause of a customer complaint or implementing
any resulting necessary corrective action, those responsible shall ensure
that any supporting details or documents are recorded on or attached to
the customer complaint report. This must then be passed back to the
relevant. Projects engineers for further document retention and to facilitate
compiling a suitable reply.

f.1.7 Replies to justified complaints shall contain a description of immediate
curative measures taken as well as an explanation of what corrective action
will be implemented to avoid recurrence of the problem. Such complaints
shall be replied to by either the General Manager of management
representative, as dictated by individual circumstances and the magnitude
of the problem. All replies should be made with seven days of receiving
the complaint.
f.1.8 Where the above reply cannot be given within seven days the complaint
will be acknowledgment within seven days giving a time frame for
investigation. Such details must be attached to the compliant form.
f.1.9 A customer compliant shall be considered as “closed” when the customer
has given notice that the solution was to his satisfaction or, if not such
notice is received, after the expiry of one month from the date of the
concluding reply. Such details should be entered on the customer complaint
register.

NOTE: a closed customer complaint does not mean that corrective action
has been implanted. This must be verified as part of the corrective action
procedures detailed below.

f.1.10 All completed customer complaint forms (whether justified or not) must be
copied to the management representative for analysis and reporting and
discussion during Management review. The management representative
will maintain a register of all customer complaints for reporting and analysis
purposes.

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