Complaints and customer feedback

ISO 9001 asks you to listen to your customers and to act on complaints. Under Registers, choose Complaints and feedback. The register shows when your organisation has ISO 9001 switched on.

Record each complaint, other feedback or compliment with the day it came in, the customer, how it came in and what the customer said. Choose who handles it and, if it helps, the clause it touches, such as 8.2.1 on customer communication.

When it is handled, fill in the day it was closed and how it was resolved. Filter the list on kind and on open or closed.

From a complaint to a nonconformity

A complaint can show that something in your system does not work. Choose Raise nonconformity on its row. Peilaro then adds a nonconformity under Findings with the same clause, the same person and the complaint as its description. You follow it up there; the complaint shows that a nonconformity was raised.

Everything you write here is encrypted with a key of your own organisation.