The Customer Feedback and Complaints Handling Procedure is a comprehensive, ready-to-implement quality management document designed to give organisations a structured and fully traceable system for capturing, processing, investigating, and resolving customer feedback and complaints across the entire post-release product and service lifecycle.

Built to support regulatory compliance and continuous improvement, this procedure establishes clear, consistent workflows for every stage of the feedback and complaints process — from initial receipt through to investigation, resolution, and trend analysis. It defines responsibilities across all relevant organisational functions, including customer service, quality assurance, regulatory affairs, technical support, sales and marketing, and senior management, as well as external parties such as distributors, importers, and authorised representatives.

The procedure covers feedback and complaints received through any communication channel, whether written correspondence, email, web portals, telephone, face-to-face interactions, or social media. It addresses both product-related concerns — spanning identity, quality, durability, reliability, usability, safety, effectiveness, and performance — and service-related issues, ensuring no concern falls outside its scope.

A key strength of this procedure is its built-in mechanism for evaluating complaints against regulatory reporting thresholds, supporting timely escalation where required. It also provides a framework for implementing corrections and corrective actions and for identifying systemic trends that may warrant preventive measures — making it an essential tool for organisations operating under regulatory oversight.

Fully customisable with your company name and branding, this document is suitable for organisations of all sizes operating in regulated industries. Whether you are establishing a complaints handling system for the first time or strengthening an existing one, this procedure provides the solid, compliant foundation you need to protect your customers, your products, and your organisation.

Comes with a FREE training effectiveness evaluation assessment!