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QUALITY AND STANDARDS AUTHORITY OF ETHIOPIADocument No.:

OP/QD/015

Title:

Complaints Handling ProcedureIssue No.

1

Page No.:

Page 1 of 5

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ISSUE HISTORY

Issue Description of Change Author Effective Date

1 Initial release Alemna Jaleta 2000 May 19

REFERENCE DOCUMENTS 

Document Number Document Title

ES ISO 9001: 2000, Clause 14 Corrective and preventive action

ES ISO 8402: 2000 Quality management and quality assurance- Vocabulary

CONTENTS 

ISSUE HISTORY 1REFERENCE DOCUMENTS 11 PURPOSE 1

2 SCOPE 13 PROCESS OWNER 14 INVOLVED 15 INDICATORS 16 DEFINITIONS AND ABREVATIONS 27 PROCEDURE 37.1 PROCESS FLOWCHART 37.2 DESCRIPTION OF PROCESS STEPS 47.3 ADDITIONAL DESCRIPTION TO THE PROCESS STEPS 57.4 GENERAL SUPPLEMENTS 58 RECORDS 59 RELATED DOCUMENTS 5

1 PURPOSE 

This procedure defines the method for handling customer complaints.

2 SCOPE This procedure applies to all complaints reported by external and internal customers.

3 PROCESS OWNER 

Quality Manager

4 INVOLVED

Heads of Directorates/Branch Offices/Services, Director General, Board of Management,

5 INDICATORS 

Indicators will be specified in the subsequent issues of this document. 

 Approval:

Name Signature Date

FOR DCC USE ONLY

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6. DEFINITIONS AND ABBREVIATIONS

6.1 Definitions

For the Purpose of this procedure the terms and definitions given in ES ISO 8402: 2000 and thefollowings apply.

6.1.1 complaint: Any non-conformity or dissatisfaction reported by external and internal customers.

6.1.2 complaints originator: Either an individual or an organization reporting complaints.

6.1.4 act : Primary responsibility allocated to a person or group of persons to accomplish a specificprocess/ activity, which results in a specific output.

6.1.5 involved: Contributory responsibility allocated to a person or group of persons to accomplish a

specific process/ activity, which results in a specific output.

6.2 Abbreviations

ACT: ActDCC: Document Control CenterDG: Director GeneralFLW: FlowchartHBO: Heads of Branch OfficesHD: Heads of DirectoratesINF: Informed

INV: InvolvedQM: Quality Manager

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Complaints Handling ProcedureIssue No.

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7 PROCEDURE7.1 Process Flowchart

Responsibilit yInput Process

QM DG HD/ HBO

Output

ACT

ACT

INF

ACT

INF

INV

ACT

INF

INF

ACT

INF

INF

INF

ACT

INV

INF

ACT

Filled formsOF/ GM/ 038 &OF/ QD/ 032 &OP/ LD/ 028,formOF/ QD/ 103

Service r equestformOF/ GM/ 038 &filled formOF/ QD/ 032

Complaintsregistration formOF/ QD/ 032

Corrective actionreport (filled

formOF/ QD/ 103– part 1only)

Forwardedcomplaints (filledforms OF/ GM/ 038& OF/ QD/ 032)

Registeredcomplaints (filledform OF/ QD/ 032)

Corrective actionreport (filled formOF/ QD/ 103 – part1only)

Recommendedcorrective action

Complaintsresolution report(Completed formOF/ QD/ 103)

Settledcomplaints,Filled formOF/ QD/ 103(part 1only)

1Complaints registration

2Forwarding complaints to therelevant head of Directorate/ 

Branch Office/ Service orDirector General for corrective

action

3Corrective action

5

Identifying the root causes ofunresolved complaints &recommending corrective action

8Reporting of corrective

actions

7Implementation of corrective action

6Approval of

recommendedcorrective action

Approved correctiveaction

Recommendedcorrective action

Approvedcorrective action

Settled complaints

4ComplaintsResolved?

Yes

No

No

Yes

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7.2 Description of process steps

FLW Process steps

1 All complaints shall be directed to and registered by the Quality Manager using FormOF/ QD/ 032.

2 •  Form OF/ QD/ 032 shall be filled in two copies and Quality Manager shall file one copy andthe other shall be forwarded to the relevant head of Directorate/ Branch Office/ Service orDirector General accompanied by filled form OF/ GM/ 038.

•  Complaints reported against heads of Directorates/ Branch Offices/ Services and theoffice of the Director General, except complaints reported against the Director General,shall be forwarded to the Director General and resolved as per OP/ LD/ 028 “Correctiveand Preventive Action Procedure”.

•  Complaints against the Director General shall be directed to the chairman of the QSAE

Board of Management to be resolved.•  Complaints reported against organizational plan and reputation, and policy issues shall be

handled by the Quality Manger as per this procedure.

3 •  Corrective actions shall be taken by the relevant head of Directorate/ BranchOffice/ Service, or the Director General as per OP/ LD/ 028 “Corrective and PreventiveAction Procedure”.

•  Corrective actions taken shall be immediately reported to the Quality Manager filled in formOF/ QD/ 103 (part one only), clearly indicating resolutions and agreements reached withthe originator of the complaints and unresolved complaints, if any.

•  Complaints difficult to resolve at Directorates/ Branch Offices/ Services level due to

shortage of resources shall be reported to the Quality Manger for corrective action.

4 Description is not required for this process step.

5 The Quality Manager shall:

•  discuss with the originator of the complaints and the relevant Head of Directorate/ BranchOffice/ Service or the Director General to find the root causes of unresolved complaints,reported either by the originator of the complaints or the relevant Head ofDirectorate/ Branch Office/ Service or the Director General, and propose correctiveactions.

•  find the root causes of complaints reported against organizational plan and reputation, and

policy issues and propose corrective actions.

6 Recommended corrective actions shall be approved to ensure that:

•  They are relevant and adequate to the degree of non-conformity;

•  They are implementable; and

•  The necessary resources are available for effective implementation.

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