CUSTOMER COMPLAINT

Customer Complaints are a direct reflection on the Quality Management System of MEAT WORLD GROUP

All customer complaints will be dealt with in a swift and friendly manner. Records of all complaints will be kept. Customer complaints will be recorded within the same working day when the complaint is received. A corrective action is to be created and issued to the relevant department within the organisation. A customer complaints trend analyses will be kept updated and be part of management review meetings.

Should there be the need for a recall, the Recall and Traceability Policies and operating procedures will be followed.

All customer complaints would be recorded on a corrective action record whereby the following would be determined:

  • Nature of complaint
  • Immediate corrective action
  • Investigation / Root causes to be determine
  • Preventative actions

It is required that all complaints be resolved / closed out within 5 working days and that the customer(s) would be contacted to inform them of the progress of the complaint and investigation of the non-conformances. Complaints would be trended in order to determine habitual reasons for complaints, ie packaging, food safety, labelling, product quality and taste.

The trends would be kept on file and discussed with management during the annual review. All complaints would be dealt with in similar manner and all complaints would be resolved.

The QA Manager is responsible for formulating the corrective action report and to issue it to the relevant department.

Customer complaints procedures.

1. The following documentation is required for lodging a food illness complaint:

  • Doctors report
  • Lab test e.g. blood / stool results stating pathogen causing illness
  • All products consumed within 48-hour period must be listed by the customer
  • All products consumed within 48-hour period must be listed by the customer
  • Facility where product was purchased, temperature control records
  • Stock rotation records
  • Stock receiving documents

2. Customer complaints regarding product quality/integrity procedure.
The following documentation is required for lodging a complaint:

  • Temperature control procedure of customer
  • Temperature control records
  • Product holding facility inspections sheet
  • Product handling flow
  • Personnel training on product handling

3. Customer complaints regarding product out of specification procedure.
The following documentation is required for lodging a complaint:

  • Batch number
  • Delivery date