Customers Complaints Handling Standard Operating Procedure

1.
Record of changes
Changes made during the review of this SOP are maintained in electronic format as track
changes of the revised document.
2. Distribution
This procedure is explained and distributed by quality manager to complaints handling
team.
3. Terms and Definitions
For the purpose of this SOP, the following terms and definition apply
3.1. Abbreviations
QMD: Quality Management Department
PRSOP: Customer Complaints Handling Standard Operating Procedure
SOP: Standard Operating Procedure
3.2. Definitions
Customer: One who purchases or receives a product or service from a business or
merchant, or intends to do so.
Complaint: Expression of dissatisfaction
4. Purpose
To establish an effective customer complaint handling system for sustainable relationship
with our customer and meeting their expectations.
5. Scope
This SOP cover all complaints raised by our customers depending on products or services
provided.
6. Responsibilities
Once a customer raises a complaint.it is a responsibility of General Manager and
food/service safety team to address the issue.
7. Procedure detail
When our customer complains, an investigation on nature of complaint start immediately
through phone call or physical meeting with complainant. Investigation results are
communicated to customer and corrective actions taken get implemented. After
implementation, we establish recommendations to customers and GAPC Ltd depending on
nature of complaint. A satisfaction survey is conducted to review the effectiveness of
complaint handling activities. Survey returns are analyzed and satisfaction level
determined and reported to General Manager for further action if any. The progress of the
complaint handling process is recorded and a final report issued, including a reconciliation
between the delivered and recovered quantities of the products. The records are filed in
the customer complaint handling file kept by the quality control department.
8. Revision Plan
Quality officer is responsible for reviewing this procedure at least once every 2years.
9. Customer complaint log form

GAFUNZO AGROPROCESSING CENTER Ltd QMD/FORM/05
Title Customer complaint log form Page 3 of 6
Version 1 Issue date 18 August 2022
Complaint Number: _______________
Date: _______________ Time recorded: _____________ am pm
Quality related: Food safety related: Other:
Customer Details
Customer Name:
Phone:
Address:
Email:
Product /Service Consumed

Product name:
Batch Code/Lot no.:
Package size:
Location purchased:
Date of purchase: Date consumed:
How was the product stored?
Nature of Complaint
Foreign object Off/ Unsatisfactory Flavor Allergic
Packaging Illness Others
How many people consumed? Ages?
Symptoms/Additional Problem Information:
Has the Customer Gone to Hospital?

Seen a Doctor?
Spoken to a public health? Contacted Regulatory Agency?
Comments & follow up action

Feedback from client- Status or date finalized
Filed by:
10.Customer complaint report log form

GAFUNZO AGROPROCESSING CENTER Ltd QMD/FORM/05
Title Customer complaint report log form Page 4 of 6
Version 1 Issue date FEBRUARY,2, 2022
Customer Name: Date:
Phone: Address:
Email: Order Number:
Batch №/Lot code:
Product purchased:
Nature of the complaint(List all pertinent information)
What did you determined to be the issue ?
What was the corrective actions taken ?
Did you report the corrective actions to complainant ? if not, why ?
Filed by: Date and signature:
Please tick the box that correspond to your agreement with the following questions
1. How satisfied are you with the product/service you have purchased ?
Highly satisfied Somewhat Neither satisfied or Somewhat Very satisfied

satisfied unsatisfied unsatisfied
2. If unsatisfied, what can we do to change your level of satisfaction ?

3. How satisfied are you with the service of the staff ?
Highly satisfied Somewhat Neither satisfied Somewhat Very satisfied
satisfied or unsatisfied unsatisfied
4. If unsatisfied, what can we do to change your level of satisfaction ?
Thank you for your time, your contributions will be used to help us in providing you
the best products.
Surveyor Name: Date and Signature

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1.

9. Customer complaint log form

Product /Service Consumed

Has the Customer Gone to Hospital?

Comments & follow up action

10.Customer complaint report log form

What did you determined to be the issue ?

What was the corrective actions taken ?

Did you report the corrective actions to complainant ? if not, why ?

Filed by: Date and signature:

Highly satisfied Somewhat Neither satisfied or Somewhat Very satisfied

2. If unsatisfied, what can we do to change your level of satisfaction ?

4. If unsatisfied, what can we do to change your level of satisfaction ?

Surveyor Name: Date and Signature

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