Customer complaint as a non-conformity
If a customer is complaining about the service they have received - is this a non-conformity?
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ISO 9001 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more 
ISO 9001 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more
ISO 9001 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more
Yes, it is a special case of non-conformity, what ISO 9001:2015 clause 8.2.1 c) calls a complaint. After investigation your organization can conclude that there is no responsibility but until then it is a non-conformity, one that organizations want to avoid.
The following material will provide you information about the risk-based approach:
ISO 9001 – Effective complaints management in a QMS - https://advisera.com/9001academy/blog/2014/09/16/effective-complaints-management-qms/
Free online ISO 9001:2015 Foundations Course - https://advisera.com/training/iso-9001-foundations-course/
Book - Discover ISO 9001:2015 Through Practical Examples - https://advisera.com/books/discover-iso-9001-2015-through-practical-examples/
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Nov 20, 2019