Customer complaints

Documentation · Quality and food safety

Record a complaint, link it to the batch and the customer, analyse it and answer on time.

1. Record a complaint

Quality › Complaints › New complaint: date, customer, batch, category, severity and description. A complaint affecting consumer safety shows the actions to take (block the batch, assess a recall).

The complaint form.
The complaint form.

2. Handle it

Acknowledgement, root cause analysis, answer to the customer and closure. Deadlines (48 h for the acknowledgement, 5 to 15 days depending on severity) are tracked. View traceability opens the batch report; a non-conformity can be opened in one click.