LIVE VIRTUAL TRAININGS
Learn in small groups from top experts and real-life examples

Expert Advice Community

Guest

ISO 9001 and complaints handling

  Quote
Guest
Guest user Created:   Mar 12, 2019 Last commented:   Mar 12, 2019

ISO 9001 and complaints handling

"In which clause do I find the customer complaint procedure?”
0 0

Assign topic to the user

ISO 9001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 9001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

Expert
Carlos Pereira da Cruz Mar 12, 2019

Answer:
In ISO 9001:2015 you can find mention to complaints in clauses 8.2.1 c); 9.1.2 (in a note) and 10.2.1. There is no reference to a mandatory procedure, but an organization with a quality management system:

must plan how to communicate with customers when handling complaints;
can include complaints as an input to the customer satisfaction assessment methodology; and
should evaluate the need for corrective action after receiving a complaint

The following material will provide you more information:
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://training.advisera.com/course/iso-9001-foundations-course/
Book - Discover ISO 9001:2015 Through Practical Examples - https://advisera.com/books/discover-iso-9001-2015-through-practical-examples/
Quote
0 0

Comment as guest or Sign in

HTML tags are not allowed

Mar 12, 2019

Mar 12, 2019

Suggested Topics

Guest user Created:   Jan 27, 2021 ISO 9001
Replies: 1
0 0

Consultant performance review

Guest user Created:   Jan 08, 2021 ISO 9001
Replies: 1
0 0

Post-market surveillance