Doc: DCCL/PRP/15

PRODUCT RECALL PROCEDURE Dated: 1.08.18, Rev.00

1. Receiving of
Customer/Consumer
Complaints

cal

CRITICAL 2. QA Risk LOW/

3. Top Management Customer Complaints
Assessment MEDIUM Procedure

HIGH
3.1 Notification to Satutory 3.2 SST Recall
and Regulatory Planning
Authorities, CBs, External 4. Recall Team
Agency

5. Recall Planning

6. Communicate Recall
3.3 Consumer plan to C&F, Distributor

7. Stock Reconciliation

8. Recall Review

Prepared By: Rajendra, FSTM Review By: Sapna Bisht, FSTL Approved By: VIKAS AGARWAL, MD
 Doc: DCCL/PRP/15
PRODUCT RECALL PROCEDURE Dated: 1.08.18, Rev.00

Process Reference
Process Name Responsibility Description
Step No Documents

Complaint Receive through concern The complaint handling procedure consists of

SAE through Slack Post following steps.
Receiving of • Quality Control Manager –
Complaint
Customer/Consumer Investigation and recommendation 1. Complaint Initiation - Receiving of complaint
1 Handling
Complaints for corrective actions and communication to QA
procedure
• Production Manager – 2. Investigation at Plant & customer’s end.
Implementation of corrective action 3. Corrective and Preventive Actions

1. QA department will access the nature of

product hazard (Critical, High, low/medium
risk). And on the basis of risk category action
can be decided. If the risk is critical with high
severity immediate withdrawal has to be plan.
MD has to send notification to Statutory &
Regulatory Authorities like FSSAI, APEDA,
Certification Body and Media like Press
Release /PR as formal information. Than in
coordination with State authorized body
2 QA Risk Assessment QA Manager
withdrawal has to be carried out.

2. In case of High risk the product defect which

may affect the safety of the consumers,
recommendation to recall a product must be
made at the earliest possible time. Recall team,
discuss and conduct traceability /mass balance
for internal & external stock, dispatch details
with contacts.

Notification to Satutory
and Regulatory Inform the recall requirements to all concerned
3.1 Authorities, CBs, MD (statutory & regualtory Authories, Certification
External Agency Body/ies, External Agency)

3.2 SST Recall Planning TOP MANAGEMENT Formation of Special situation Team
MD will be heading the SST and delegate the
Consumer
3.3 MD responsibility in accordance with SST Plan for
communication
methods of communication to consumer.
4 Recall Team TOP MANAGEMENT Formation of Recall team

Recall team will prepare Recall Plan depending

upon the received nature of the complaint or
information provided by the QA risk assessment
details. The Recall plan will contain the Details
of Steps, Reponsibilities of all team members,
5 Recall Planning Recall Team
Monitoring activities and Records. Note: The
effectiveness of the recall planning should be
verified through the use of techniques such as
mock withdrawl or practice withdrawl methods
atleast yearly once where appropriate.

Prepared By: Rajendra, FSTM Review By: Sapna Bisht, FSTL Approved By: VIKAS AGARWAL, MD
 Doc: DCCL/PRP/15
PRODUCT RECALL PROCEDURE Dated: 1.08.18, Rev.00

SCM Manager to place on hold all products on

store with the same production code of the
product in question.

4. SCM Manager in coordination with Sales &

Marketing team recalls product lots from C& FA,
Distributor & Retailers.

5. Sales team identifies the customer receiving

the suspected lot and appropriate warehouse to
receive returned product.
6. Sales team executes the retrieval by
contacting customers with the following
Communication
6 SCM information:
6.1 Ceases further distribution of product/
batch immediately.
6.2 Explains the reason for the retrieval without
mentioning the specific problem which may
affect the image of the product/company and
asks customer on information on how much
product they have and its location.
7. Retrieves suspected product from the trade
without unnecessary delays and return
products to company’s warehouse. Ensure that
withdrawal is done within one week from
issuance of memo on product recall.

On Recipt of the Materials are to be considered

as NCP product and shall be quarantined and to
Stock Reconciliation Handling NCP
7 SCM be treated as per NCP procedure, Stock shall be
Procedure
reconciled to match to the despatch stock and
product recall received

At all stages the Recall shall be reviewed by

authorsied personnel and update management
the progress of Recall. In case if the recall
corrective
Recall Review planning is not meeting Planned requirements
8 MD action
then corrections and corrective actions. Final
procedure
review will be conducted and Improvments to
this procedure are considered on the bases of
results of corrective action procedure.

Recall procedure is verified for effectiveness

Verification of Recall
9 FSTL/ Recall Team through conducting Mock Prodcut recall time to
procedure
time. The frequency is planned as yearly basis.

Prepared By: Rajendra, FSTM Review By: Sapna Bisht, FSTL Approved By: VIKAS AGARWAL, MD
 Doc: DCCL/PRP/15
PRODUCT RECALL PROCEDURE Dated: 1.08.18, Rev.00

RECALL TEAM

S.No. Name Department Contacts

1 Managing Director & Marketing
2 Quality Assurance/Plant Head
3 Quality Control
4 Logistic
5 Production
6 Engineering
7 HR & Admin

Prepared By: Rajendra, FSTM Review By: Sapna Bisht, FSTL Approved By: VIKAS AGARWAL, MD