8/7/2019 OP QD 015
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Company Name:
QUALITY AND STANDARDS AUTHORITY OF ETHIOPIADocument No.:
OP/QD/015
Title:
Complaints Handling ProcedureIssue No.
1
Page No.:
Page 1 of 5
PLEASE MAKE SURE THAT THIS IS THE CORRECT ISSUE BEFORE USE
ISSUE HISTORY
Issue Description of Change Author Effective Date
1 Initial release Alemna Jaleta 2000 May 19
REFERENCE DOCUMENTS
Document Number Document Title
ES ISO 9001: 2000, Clause 14 Corrective and preventive action
ES ISO 8402: 2000 Quality management and quality assurance- Vocabulary
CONTENTS
ISSUE HISTORY 1REFERENCE DOCUMENTS 11 PURPOSE 1
2 SCOPE 13 PROCESS OWNER 14 INVOLVED 15 INDICATORS 16 DEFINITIONS AND ABREVATIONS 27 PROCEDURE 37.1 PROCESS FLOWCHART 37.2 DESCRIPTION OF PROCESS STEPS 47.3 ADDITIONAL DESCRIPTION TO THE PROCESS STEPS 57.4 GENERAL SUPPLEMENTS 58 RECORDS 59 RELATED DOCUMENTS 5
1 PURPOSE
This procedure defines the method for handling customer complaints.
2 SCOPE This procedure applies to all complaints reported by external and internal customers.
3 PROCESS OWNER
Quality Manager
4 INVOLVED
Heads of Directorates/Branch Offices/Services, Director General, Board of Management,
5 INDICATORS
Indicators will be specified in the subsequent issues of this document.
Approval:
Name Signature Date
FOR DCC USE ONLY
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Complaints Handling ProcedureIssue No.
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6. DEFINITIONS AND ABBREVIATIONS
6.1 Definitions
For the Purpose of this procedure the terms and definitions given in ES ISO 8402: 2000 and thefollowings apply.
6.1.1 complaint: Any non-conformity or dissatisfaction reported by external and internal customers.
6.1.2 complaints originator: Either an individual or an organization reporting complaints.
6.1.4 act : Primary responsibility allocated to a person or group of persons to accomplish a specificprocess/ activity, which results in a specific output.
6.1.5 involved: Contributory responsibility allocated to a person or group of persons to accomplish a
specific process/ activity, which results in a specific output.
6.2 Abbreviations
ACT: ActDCC: Document Control CenterDG: Director GeneralFLW: FlowchartHBO: Heads of Branch OfficesHD: Heads of DirectoratesINF: Informed
INV: InvolvedQM: Quality Manager
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QUALITY AND STANDARDS AUTHORITY OF ETHIOPIADocument No.: OP/ QD/ 015
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Complaints Handling ProcedureIssue No.
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7 PROCEDURE7.1 Process Flowchart
Responsibilit yInput Process
QM DG HD/ HBO
Output
ACT
ACT
INF
ACT
INF
INV
ACT
INF
INF
ACT
INF
INF
INF
ACT
INV
INF
ACT
Filled formsOF/ GM/ 038 &OF/ QD/ 032 &OP/ LD/ 028,formOF/ QD/ 103
Service r equestformOF/ GM/ 038 &filled formOF/ QD/ 032
Complaintsregistration formOF/ QD/ 032
Corrective actionreport (filled
formOF/ QD/ 103– part 1only)
Forwardedcomplaints (filledforms OF/ GM/ 038& OF/ QD/ 032)
Registeredcomplaints (filledform OF/ QD/ 032)
Corrective actionreport (filled formOF/ QD/ 103 – part1only)
Recommendedcorrective action
Complaintsresolution report(Completed formOF/ QD/ 103)
Settledcomplaints,Filled formOF/ QD/ 103(part 1only)
1Complaints registration
2Forwarding complaints to therelevant head of Directorate/
Branch Office/ Service orDirector General for corrective
action
3Corrective action
5
Identifying the root causes ofunresolved complaints &recommending corrective action
8Reporting of corrective
actions
7Implementation of corrective action
6Approval of
recommendedcorrective action
Approved correctiveaction
Recommendedcorrective action
Approvedcorrective action
Settled complaints
4ComplaintsResolved?
Yes
No
No
Yes
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7.2 Description of process steps
FLW Process steps
1 All complaints shall be directed to and registered by the Quality Manager using FormOF/ QD/ 032.
2 • Form OF/ QD/ 032 shall be filled in two copies and Quality Manager shall file one copy andthe other shall be forwarded to the relevant head of Directorate/ Branch Office/ Service orDirector General accompanied by filled form OF/ GM/ 038.
• Complaints reported against heads of Directorates/ Branch Offices/ Services and theoffice of the Director General, except complaints reported against the Director General,shall be forwarded to the Director General and resolved as per OP/ LD/ 028 “Correctiveand Preventive Action Procedure”.
• Complaints against the Director General shall be directed to the chairman of the QSAE
Board of Management to be resolved.• Complaints reported against organizational plan and reputation, and policy issues shall be
handled by the Quality Manger as per this procedure.
3 • Corrective actions shall be taken by the relevant head of Directorate/ BranchOffice/ Service, or the Director General as per OP/ LD/ 028 “Corrective and PreventiveAction Procedure”.
• Corrective actions taken shall be immediately reported to the Quality Manager filled in formOF/ QD/ 103 (part one only), clearly indicating resolutions and agreements reached withthe originator of the complaints and unresolved complaints, if any.
• Complaints difficult to resolve at Directorates/ Branch Offices/ Services level due to
shortage of resources shall be reported to the Quality Manger for corrective action.
4 Description is not required for this process step.
5 The Quality Manager shall:
• discuss with the originator of the complaints and the relevant Head of Directorate/ BranchOffice/ Service or the Director General to find the root causes of unresolved complaints,reported either by the originator of the complaints or the relevant Head ofDirectorate/ Branch Office/ Service or the Director General, and propose correctiveactions.
• find the root causes of complaints reported against organizational plan and reputation, and
policy issues and propose corrective actions.
6 Recommended corrective actions shall be approved to ensure that:
• They are relevant and adequate to the degree of non-conformity;
• They are implementable; and
• The necessary resources are available for effective implementation.