SOP AMU-034 · Part 3
Complaint Management
Case numbering, the complaint process and complaint categories for trend analysis.
Every complaint receives a case number, e.g. AMU-COM-260903-001.
Complaint Process
Customer complaint
Case created
Acknowledge
Classify
Investigate
Propose resolution
Approve where necessary
Inform customer
Record result
Close
Trend analysis
Complaint Categories
- Product quality
- Packaging
- Delivery
- Customer service
- Payment
- Website
- Taste
- Missing quantity
- Return / refund
- Marketing claim
- Health / safety
- Other