CUSTOMER COMPLAINTS HANDLING

PROCEDURE FOR HANDLING CUSTOMER COMPLAINTS

1.   SCOPE:

This procedure is applicable for handling of all costumer complaints.

2.   PURPOSE:

Purpose of this procedure is to lay down the system for handling of customer complaints.

3.   RESPONSIBILITIES:

Project manager is responsible to control the system, and project engineer and QAC engineer should follow the system.

4.   METHOD:

·        Whenever there is any complaint received from costumer regarding project, it should be send to project manager.

·        Project manager should record it in costumer complaint register & immediately send acknowledgement to costumer.

·        After studying the complaint, project manager should send this complaint to QAC head for further analysis.

·        Project manager should arrange the site engineer for getting more details regarding problem.

·        After getting report from site, Project manager will decide the action plan with concern department.

·        Implementation of action plan will be responsibility of Project Head & QAC head.

·        QAC head will do the RCA for same problem.

·        Corrective action derived from RCA will implemented by respective department head.

·        QAC engineer/ Site engineer will check correctness of action taken.

·        Costumer complaint will be closed by QAC head after getting clearance report from costumer & project manager.