POLICY:
It is the policy of the farm to ensure complaints related to product quality and social harmony are maintained to the minimum and to the set target, while those resulting from product safety and legality are eliminated. All complaints will be investigated to establish the possible cause and appropriate remedial action taken. Depending on the seriousness and frequency of the problems identified, prompt and effective corrective action will be taken to avoid recurrence. Trend analysis will be completed as part of systems review and management KPIs.
COMPLAINTS HANDLING PROCEDURE:
Complaints will be categorised in the following manner:
>Market claims
>Customer QC intake complaints
>Legality ( Local and external) complaints
>Internal operational complaints
>Output from quality assurance procedure
>Certification complaints
Complaints from all methods of reporting e.g telephone and email will be investigated and corrective actions set. Full records will be kept and the outcome of investigation promptly reported to relevant personnel and departments.
Legality ( Local internal & external ) complaints will be dealt with by the company administration manager in conjunction with general manager within the provisions of this procedure
corrective actions must be effective to prevent reoccurrence.
COMPLAINT RECEIVING, INVESTIGATION AND RESPONSE
Customer quality team will be responsible for ensuring that complaint details are communicated. The packhouse manager will then conduct a full investigation of the complaints which will mainly be linked to various incidences i.e. Maturity, packaging or other non conformance of the product or where the quality is not perceived by the customer to be acceptable
Full details of the nature of complaints will be sent to customers. depending on the nature and seriousness of the complaint: a timescale not more than 24hours may be started by the complainant. The pack house manager is responsible for all customer complaints and a 24 hour contact list ( For the farm and customer) including out of office hours available
All customer complaints must be acknowledge within 24 hours and a time scale to respond confirmed to the customer
