Handling Customer Appeals DOC NO.: REV.: SHEET: WI-QAE-3602 2 2 OF 3 1. OBJECTIVES 1.1 To deliver a consistent, high-quality and accountable response to Appeals across Viking A/S 1.2 To ensure that all Appeals are handled and processed in a constructive, impartial and timely manner 2. DEFINITION 2.1 Appeal: Request by the client for reconsideration of any decision made by Viking A/S related to his Inspection, Certification or training status. 2.2 CAPAR: Corrective Action / Preventive Action Report 2.3 Monitoring Sheet: An Excel sheet where all received complaints and appeals must be registered and tracked to ensure that all complaints and appeals are handled in a timely manner 3. SCOPE 3.1 This procedure is applicable to all personnel and all received appeals regarding all operations, activities and services provided by Viking A/S. 4. RESPONSIBILITIES 4.1 All personnel are responsible to forward all received appeals to the QA Engineer 4.2 QA Engineer is responsible for registering the appeals and passing it on to the Operation Manager 4.3 Operation Manager is responsible for passing the appeals on to the Appeals committee 4.4 Appeals/Complaints Committee is responsible for ensuring that all appeals and complaints are dealt with in a constructive, impartial and timely manner. 5. PROCEDURE 5.1 Received appeals from any customer will be forwarded to the QA Engineer through E-mail. 5.2 If the appeal received through a phone call, the customer will be kindly asked to send his appeal through email including all required details 5.3 The QA Engineer will register the received appeal in the Excel monitoring sheet. 5.4 QA Engineer will raise a CAPAR <FM-QAE-3601> of the received appeal to the Operation Manager. 5.5 The raised CAPAR will be communicated to the Appeals/Complaints committee to investigate the appeal and to decide what corrective actions to be taken 5.6 An email will be sent to the appellant to inform him that his appeal is registered and communicated to the Appeals/Complaints Committee. 5.7 The CAPAR form will be sent back to the Operation Manager to respond to the required corrective action decided by the Appeals/Complaints committee, 5.8 The required corrective action to be taken will be informed to the appellant through an email. 5.9. Formal notice will be sent to the appellant and the Appeals/Complaints committee by the end of the process PROPRIETARY NOTICE VIKING LIFE SAVING EQUIPMENT A/S is the copyright owner of this document. All rights reserved. Neither the whole nor any part of the document is to be copied, printed or in any way be distributed without prior written consent of the copyright owner. IMPORTANT Only documents with stamps are considered official. FM-QAE-1101a rev0
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