ISO 9001 and response time to customer complaints
Does ISO 9001:2015 define a response time to resolve customer complaints or is it a general rule to respond as soon as possible?
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ISO 9001:2015 does not define a response time to resolve customer complaints. What is expected is that complaints are resolved without undue delay.
For example, I’m working as a consultant with a manufacturing company that was finally able to close a complaint after more than 3 months last month. They had to wait for lab test results that took a lot of time to be received.
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/
- Enroll for free course - ISO 9001:2015 Foundations Course - https://advisera.com/training/iso-9001-foundations-course/
- ISO 9001:2015 Documentation Toolkit - https://advisera.com/9001academy/iso-9001-documentation-toolkit/ may be useful
- Book - Discover ISO 9001:2015 Through Practical Examples - https://advisera.com/books/discover-iso-9001-2015-through-practical-examples/
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Aug 13, 2020