Handling Customer Complaints DOC NO.: REV.: SHEET: WI-QAE-3601 3 2 OF 3 1. OBJECTIVES 1.1 To deliver a consistent, high-quality and accountable response to complaints across Viking A/S 1.2 To ensure that all complaints are handled and processed in a constructive, impartial and timely manner 2. DEFINITION 2.1 Complaint: Expression of dissatisfaction by any individual or organization to Viking A/S, relating to its activities, where a response is expected. 2.2 NCR Form: Electronic form available on VIKING SharePoint, Global QHSE system. 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 complaints regarding all operations, activities and services provided by VIKING LED Department. 4. RESPONSIBILITIES 4.1 All personnel are responsible to forward all received complaints to the QA Engineer 4.2 QHSE Manager is responsible for registering the complaints and following it up with the concerned personnel 4.3 Operation Manager is responsible for reviewing the raised complaints. 5. PROCEDURE 5.1 Complaints received from any customer will be forwarded to the QHSE Manager through E-mail. 5.2 If the complaint received through a phone call, the customer will be requested to send his complaint through email with all required details. 5.3 The QHSE Manager will register the received complaint in the Excel Monitoring Sheet. 5.4 QHSE manger will fill the NCR form of the received complaint and forward it to the Operation Manager who will review it to classify the complaint as minor or major. 5.5 If the complaint is classified as major, NCR will be forwarded to the Appeals/Complaints committee to investigate the complaint and decide what corrective actions to be taken 5.6 Required corrective action decided by the Appeals/ Complaints committee shall be encoded in the same form under corrective action window of the same form. 5.7 If the complaint is classified as minor, the Operation Manager will decide the concerned personnel whom the investigation is made on. 5.8 Root cause analysis, corrective actions and actions to prevent the recurrence of the problem will be discussed and documented in the NCR form during the investigation. 5.9 If the minor complaint involves the operation Manager, he shall be excluded from handling the complaint and the coordinator will be included in his replacement. 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

Handling Customer Complaints DOC NO.: REV.: SHEET: WI-QAE-3601 3 3 OF 3 5.10 The decision to be communicated to the complainant will be made by, or reviewed and approved by, personnel not previously involved in the subject of the complaint. 5.11 QHSE Manager, in both minor and major cases, shall follow up the NCR handling and to ensure fulfillment of all details followed by closure of corrective actions and the NCR on the system. 5.12 A formal notice will be sent to the complainant and to the Appeals/Complaints committee through email by the end of the process. 6. REFERENCES 6.1 NCR Procedures, available on VIKING SharePoint, Global QHSE frontpage, Quality, NCR, Instruction open new NCR. 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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