Complaint procedures

Failure investigation procedure Nonconforming material review procedure Customer complaints procedure Quality system document change procedure Specification change procedure Maintenance procedures... 

You can only handle effectively those customer complaints that you receive and record. Customers may complain about your products and services but not go the extent of writing a formal complaint. Complaints may arise in conversation between the customer and your sales and service staff and this is where you need to instill discipline and ensure the complaints are recorded. Your customer complaints procedure should cover the following aspects to be effective ... 

Establish a complaints procedure covering the recording, investigation, and resolution of complaints. 

Complaints about pharmaceutical advertising made under the ABPl Code of Practice are taken up by the PMCPA. The PMCPA was established by the ABPl as from 1 January 1993 to administer the ABPl Code of Practice and consists of a director, secretary and deputy secretary. The authority is responsible for the provision of advice, guidance, conciliation and training on the Code of Practice, as well as for the operation of the complaints procedure. It is also responsible for scrutinising journal advertising on a regular basis. 

The Code is administered by the Prescription Medicines Code of Practice Authority which is responsible for the provision of advice, guidance and training on the Code as well as for the complaints procedure. Complaints which are made under the Code about promotional material or the promotional activities of companies are considered by the Code of Practice Panel and, where required, by the Code of Practice Appeal Board. Reports on completed cases are published quarterly by the Authority in its Code of Practice Review which is available on request. 

The Authority also administers the complaints procedure by which complaints made under the Code are considered by the Code of Practice Panel and, where required, by the Code of Practice Appeal Board. 

See Harlow (1992, p. 343), who gives the example of the British environmental groups using the complaint procedure to force the UK to comply with the Bathing Waters Directive. 

Updating the complaint procedures and fines related to ELDs... 

When a pharmacy is faced with a recall it is usually related to a defective licensed medicine. According to ISO 9001, a recall is considered to be a complaint and should be dealt with according the general complaint procedure. This also applies to complaints due to medicines prepared in the pharmacy. 

If a decision is made to recall, this must be executed after discussion with other staff, quality control laboratory, experts, board of directors and competent authority (this must be laid down in the complaints procedure), regarding the impact of the decision. 

Does the program comply with professional and legal standards, for example, are appropriate complaints procedures in place ... 

For a detailed account of the complaint procedure and its adjustments over the years see Roucek (1929) and Bagley (1950), pp. 65-96. 

Employee suggestion/complaint procedure, which allows workers to bring their concerns to management and receive feedback without fear of reprisal or criticism of ability. 

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