Setting up a complaints management system can have powerful results for a business, creating more loyal customers and providing the data needed to drive business improvements.
For companies seeking to achieve or maintain ISO 9001 certification, a proper system for handling complaints is mandatory.
Complaints management requirements under ISO 9001
There’s no single clause in ISO 9001 that’s dedicated to customer complaints handling, but various clauses relate to the topic. These clauses enable an auditor to evaluate your business’s complaint-handling process.
The clauses below directly or indirectly require the effective management of customer complaints.
Clause 5.1.2 requires top management to ensure that “customer (…) requirements are determined, understood and consistently met”.
Clause 8.2.1 c) requires the organization to obtain “customer feedback relating to products and services, including customer complaints”.
Clause 9.1.2 requires the organization to “monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled.” This is more demanding than just responding to customer complaints. It requires the organization to proactively seek customer feedback rather than reacting to “formal complaints”.
Clause 9.1.3 requires the organization to analyze and evaluate appropriate data relating to the degree of customer satisfaction. This should be more than simply responding to complaints.
Clause 9.3 requires management review inputs to include “customer feedback”, which includes customer complaints.
Clause 10.2.1 defines requirements for reviewing nonconformities (NCs), including any arising from customer complaints. Those NCs must be acted upon to determine cause, implement corrections and corrective actions, and verify effectiveness.
When developing a complaints-handling process, an organization should make use of the general guidelines for complaints handling in ISO 10002.
Complaints management challenges
An effective and solutions-based complaints management system helps detect flaws and improve the quality of an organization’s products and services. It also impresses customers and strengthens loyalty.
The failings of an inadequate system are clear. Complaints are recorded and handled inconsistently (if at all), slow (or no) follow-up is made, customers are given different information, and there’s no coordinated action, response and resolution. Customers are lost.
The process of implementing a complaints management system that manages, reports and resolves complaints can be tricky, especially for small businesses. Fortunately, the challenges posed have solutions. Here are five of the most common complaints-handling issues and practical tips for solving them.
1. Confusing customer access
Challenge: customers find the process of making a complaint and reaching the correct person with the authority to act on it confusing, frustrating and time-consuming.
Solution: make it easy for customers to log complaints through your website, a direct toll-free helpline and/or an email address. The procedure for a customer to make a complaint should be simple, clear and straightforward.
Choose a system that links the different sources of complaints and integrates the complaints-handling process with CAPA and other quality processes.
2. Incomplete data from complaints
Challenge: customers make complaints via different sources (email, fax, phone, website, sales reps, employees and letters) and insufficient, inaccurate and incomplete data is recorded. This information is required for complaint resolution and to comply with ISO 9001. Also, complaints from multiple sources mean many get lost and others aren’t acted upon.
Solution: install a standardized system, preferably an automated one, with an electronic form where it’s easy for customers to fill in the required information. If you still have a paper-based system, consider automating it. Ideally, install complaints management software that ensures the right information is captured and stored in a central repository.
3. Inadequate documentation
Challenge: confusing customer access, incomplete data and no formal record-keeping system result in inadequate documentation. Accurate and complete records and documentations (past and present) are essential for complaints to be addressed and resolved. These are required for compliance with ISO 9001 and other standards, and for responding to a product liability lawsuit.
Solution: an electronic system, such as isoTracker’s Document Control Software, ensures documents are maintained, records are retained and requirements for 9001 are met. A good electronic system guides a user through the complaints-handling process by providing best-practice workflow and forms that require input of necessary information. Document control is easy, consistent and cost-effective. It saves time and eliminates mistakes.
4. No capability to escalate complaints
Challenge: a complaint may be made, recorded and documented, but it doesn’t get resolved or escalated to an adverse event because the system doesn’t direct the complaint to someone who is accountable for addressing it.
Solution: draw up a formal electronic complaints escalation process that defines:
- when a complaint should be escalated
- to whom the complaint must be escalated
- what data must be captured and forwarded
- the timeframe for escalating the complaint.
isoTracker’s complaints management software does these tasks, including data collection, notification, follow-up and escalation, making it much easier to implement and enforce a complaints escalation process.
5. Lack of management strategy
Challenge: it’s almost impossible for an organization to formulate and implement an effective complaints management system if the management doesn’t understand customers’ concerns or recognize the need to track complaints, initiate corrective action and monitor resolutions.
Solution: senior management must see the bigger picture, embrace the idea of a complaints management system and commit to it. Appropriate policies and procedures will be implemented that signal the seriousness of customer satisfaction to all employees.
A complaints-handling software solution with advanced analytics and reporting capability gives a real-time view of the quality system and allows management to develop a proactive strategy for improvement.
Simplifying complaints management with isoTracker
isoTracker’s cloud-based complaints management software makes complaint handling consistent, effective and easy. It ensures every complaint is properly recorded, assigned, tracked and resolved.
The module is designed with quality compliance and ISO 9001 criteria in mind. It can stand alone or be integrated seamlessly with other quality management software. It offers:
- easy, central recording and tracking of complaints
- built-in CAPA features for resolving complaints
- automated workflows and notifications
- advanced analytics and reporting.
If you’re currently investigating options for setting up a complaints management system, we recommend signing up for a free 60-day trial of isoTracker’s complaints management software – or contact us to discuss your needs.
