Doc. No.

REPL/QAP/QA/04
Process Mapping Origin Date 01.01.2004
Rev. No & Date 6 /14.01.2024
Documented Process for Customer Complaints Handling Page No. 01 of 02

Purpose :- This documented process defines the method for effective handling of Customer Complaints

Scope:-
This is applicable to all type of Customer Complaints & returned products pertaining to product Quality & Delivery in RIJ Engg P Ltd.

Process Owner :- The overall responsibility of maintaining the effectiveness and implementation of this procedure lies with
*HOD-QA
*HOD-Production
*Engineer-QA

Input Reference Activity Flow Output Document / Resp. Control Point

Formats

Communication to
Receipt of
Negative concern to Receive Customer complaint through e- customer by HOD-QA
customer
customer mail, Phone / Portal means phone / mail / HOD Marketing
complaint
whatsapp

Do visit at customer end &

discuss and make MOM
Entry of complaint Customer
Receipt of customer HOD-QA
in customer complaint log
complaint / Engineer-QA
Enter the customer complaint in complaint log REPL/F/QA/02
register / log book.

Decision for need HOD-QA

for visit at Engineer-QA
YES customer end, if Customer visit
Information related to yes then visit to
customer concern format
customer site REPL/F/QA/19
Is visit required

NO
NO Daily NC parts
YES Segregation / Get back
Verification/ HOD-QA
Segregation of summary sheet
Rework material from Engineer-QA
material at WIP, REPL/F/QA/51
Situation where no visit possible customer
required Material available at
PDI, in transit and
customer end
at customer site

NO YES
NG Receive Non Warranty data
Do segregation at customer conforming analysis log Engineer-QA
end Products REPL/F/QA/15
Situation where material Receive the non-confirming
is available sample/material
OK
Replace the
material

Shift ok material to Daily NC parts Engineer-QA

Receipt of Non customer stores Verification of NG Operator
summary sheet
conforming Products Verified the material Part s
REPL/F/QA/51
at WIP, PDI and in
Transit
Reinsp
parts to
NOT OK decide
disposition
actions Decision for Daily NC parts
Reworking summary sheet Engineer-QA
Verification of NG Part s NO possibility, if REPL/F/QA/51 Operator
possible then
Rework rework
possible

OK
YES
Conduction of Approved list for Production incharge
rework carrying out rework Operator
Decision for Reworking (Doc no.
possibility, if possible REPL/D/QA/07)
then rework Do rework

NOT OK
Engineer-QA
Verification of Rework parts Operator
Carry out salvage
Rework, if not ok disposition sheet
actions Do verification then scrapped REPL/F/QA/46

OK

PDI report
If OK , After Rework Dispatch to Engineer-QA
Dispatch to customer REPL/F/QA/09
customer Despatch Incharge

Prepared By :- Checked by Approved by

 Doc. No. REPL/QAP/QA/04
Process Mapping Origin Date 01.01.2004
Rev. No & Date 6 /14.01.2024
Documented Process for Customer Complaints Handling Page No. 02 of 02
Documents :-

Sr. No. Document Name Document No. Prepared By Approved By

Approved list for carrying out
1 REPL/D/QA/07 Engineer QA HOD- QA
rework
Records :-
Sr. No. Record No. Record Name Retention Period
1 REPL/F/QA/02 Customer complaint log 3 years

2 REPL/F/QA/19 Customer visit format 3 years

3 REPL/F/QA/51 Daily NC report 3 years

4 REPL/F/QA/15 Warranty data analysis log 3 years

5 REPL/F/QA/46 Rework parts disposition sheet 3 years

6 REPL/F/QA/09 PDI report 3 years

Rev No. Revision Details Rev. Date

6 Reviewed and reprinted 14.01.2024

5 Updated to incorporate IATF16949:2016 requirementmanual by AIAG 26.12.2017

4 Reviewed & reprinted 09.01.2015

3 ISO 9000 revision changed to ISO 9001 28.05.2013

2 Review and in reference TS std.edition changed. 01.01.2010

1 Reviewed and reprinted. 01.01.2007

0 Initial release 01.01.2004

Prepared By: Checked By: Approved By: