Procedure for Dealing with customer complaints

• - All complaints related to quality are received by the Managing Director.
  
• - The Managing Director discusses the problem with General Manager, and Quality Control Manager.
  
• - The Quality Control Manager investigates the cause of the complaint and discusses the matter with the HACCP Team.
  
• - The products under complaint are identified under their code or the container number and the date shipment. These are traced through the shipment records and invoices enabling to identity the type of -product and the quantity shipped. Since the company has got the best system of ensuring trace ability to the shift during which the products have been produced it is easy to identify the process parameters and the person responsible.
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  - Reasons for the complaints are discussed once the process parameters are verified and adequate preventive actions are taken avoid recurrence of the same defects, if the complaints are genuine and authentic the claims are settled by paying compensation.
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  - The same procedure is applicable for dealing with complaints from domestic as well as export markets.
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  - Adequate preventive actions are initiated to avoid the recurrence of the same deficiency by QC.
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  - The complete records of the same are kept with the Managing Director/ Executive Director.