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Section 3.2.3
Complaints

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COMPLAINTS MANAGEMENT LOG

Customer Name

Date Complaint Received

Complaint Source

Contact Address & Email

Contact Number

Batch Number(s)

Brand

Best Before

PRODUCT INFORMATION

Additional Product Information

Product Name(s)

Product Image (Primary Defect)

Upload File

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Product Image (Secondary Defect)

Upload File

Upload supported file (Max 15MB)

NATURE OF COMPLAINT

Potential for harm

If applicable, select Food Safety or Hygeine Issue

If applicable, select Food Labelling Issue

If applicable, select Food Crime Related Issue

Complaint Summary and Main Issues

Is This A Food Safety Or Food Quality Issue?

COMPLAINT ANALYSIS

Please confirm:

Production Records Reviewed

Traceability Records Reviewed

Internal Team Discussions Taken Place

Learning Outcomes Agreed

Product Referred for Lab Testing

Likely Cause / Origin of Complaint

Corrective Actions

Responsible Person for Corrective Action

Target Date for Corrective Action Completion

Root Cause Analysis

Preventative Action to Deal with Root Cause

Responsible Person for Preventative Action

Target Date for Preventative Action Completion

RESPONSE TO COMPLAINT

Proposed response to complaint e.g. ‘Dear Sir/ Madam’

Please confirm:

Reply has been sent to complainant

Outcome

If applicable, further remedial action:

Complaint Management Strategy

Reply within 5-7 working days

Offer apology & outline rectification steps

Offer alternative product

Offer refund

Explore other ways to satisfy complainant

Date Reply to Complaint Sent

POST COMPLAINT SYSTEMS REVIEW

Have the Preventative Actions Worked?

Have the Preventative Actions Improved Practice(s)?

Notes & Additional Measures if Required

Post Complaint (>2 weeks) Review Date

SUBMIT COMPLAINT LOG

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I certify that the above facts and statements are true and accurate to the best of my knowledge and I adequately trained to complete this form. I understand that I subject myself to possible disciplinary action in the event that that any falsifications are found.

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