Annex 2 - FAMI-QS

EUROPEAN CODE OF GOOD PRACTICE
FOR FEED ADDITIVES AND PREMIXTURES
ANNEX 2 – GUIDANCE ON THE IMPLEMENTATION OF A
COMPLAINT HANDLING SYSTEM
Version 5.1,
2014-04-18
FAMI-QS Guidance – Annex 2
TABLE OF CONTENTS
1.
INTRODUCTION ....................................................................................... 3
2.
ANNEX 2A: FORM FOR COMPLAINTS ............................................................ 4
3.
ANNEX 2B: FORM FOR COMPLAINT FOLLOW-UP .............................................. 4
ANNEX 2A: FORM FOR COMPLAINTS ............................................................................ 5
ANNEX B: FROM FOR COMPLAINT FOLLOW-UP................................................................ 6
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FAMI-QS Guidance – Annex 2
ANNEX 2: GUIDANCE ON THE IMPLEMENTATION
OF A COMPLAINT HANDLING SYSTEM
1.
INTRODUCTION
This guidance provides assistance to describe and implement a complaint handling system. It
highlights requirements from the code and describes suggested ways to achieve an effective and
efficient procedure for handling complaints by feed business operators.
Requirements
1. Implement and maintain a formal
complaint handling procedure.
Guidance for implementation
-Maintain a complaint handling procedure
-Make information visible to the customers on how and
where to complain
-Publicise your complaints procedure system to encourage
the customers to voice their dissatisfaction and to make
the good intentions of the operator apparent. e.g.




on company invoices;
in use and care instructions;
on product packaging and labelling;
on company internet home page.
-Prepare a form for the complainant (customer) to submit
the details required to handle the complaint adequately
(see Annex A: Example of form for complaints).
2. Allocate the responsibility for
controlling complaints
-Assign a responsible person for the complaint system
3. Collect and record information on
the complaint: customer, product,
identification code, complaint details
-Acknowledge the receipt of the complaint to the customer
immediately on receipt: by phone, email, letter or in
person but avoid impersonal standard letters.
4. Assess the complaint according to
cause, seriousness and other relevant
topics.
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-Assign each complaint to the person who is the best to
deal with it
-Record the information (see Annex B: Example of form for
complaints follow-up)
-Categorise according to e.g.
 severity;
 environmental, health and safety risks;
 impact;immediate/urgent action needed.
-Document in the form (Annex B)
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FAMI-QS Guidance – Annex 2
Requirements
Guidance for implementation
5. Investigate the complaint and
-Investigate and analyse all the relevant circumstances and
define actions to correct the complaint information in an objective manner by getting all sides of
(if possible) and to prevent reoccurence the issues raised in the complaint.
-Define actions to avoid reoccurence
-Keep records of all findings
6. Carry out the corrective and
preventive actions
-Follow up on the corrective and preventive actions and
keep records
7. Give feed back to the customer
-Inform the customer of the results of investigation,
corrective and preventive actions (by letter, email,
complaint report, ...)
-If the customer is not satisfied with the response, give
alternative internal and external options of recourse
-Close the complaint when customer is satisfied or all
possible options have been assessed
8. Review complaints regularly
-A brief review e.g. each month helps to act upon any
obvious issues that could be changed immediately
-A more detailed annual review helps to identify any trends
and thus to implement ongoing improvements of the
product quality
2.
ANNEX 2A: FORM FOR COMPLAINTS
3.
ANNEX 2B: FORM FOR COMPLAINT FOLLOW-UP
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FAMI-QS Guidance – Annex 2
ANNEX 2A: FORM FOR COMPLAINTS
1. Details of complainant
Name / Organisation
Address
Postal code, town
Country
Phone No.
Fax No.
E-Mail
Details of person acting on behalf of complainant (if
applicable)
Person to be contacted (if different from above)
______________________________
2. Product description
Reference number of product/order (if known)
Description
3. Problem encountered
Date of occurrence
Description
4. Remedy requested
yes 
no 
5. Date, signature
Date
Signature
6. Enclosure
List of enclosed documents
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FAMI-QS Guidance – Annex 2
ANNEX B: FROM FOR COMPLAINT FOLLOW-UP
1. Details of complaint receipt
Date of complaint
Name of recipient
Complaint medium
phone 
e-mail 
internet  personally 
postal mail 
other 
Reference number of complaint
2. Problem encountered
Date of problem
Recurrent problem
yes 
no 
Problem category
3. Complaint assessment
Severity
Impact
Need for immediate action
yes 
no 
Availability of immediate action
yes 
no 
Likelihood of compensation
yes 
no 
yes 
no 
4. Complaint resolution
Remedy requested
Action to be taken
5. Tracking complaint
Action taken
Date
Name
Remarks
Complaint acknowledged to complainant
Complaint assessment
Investigation of complaint
Feed-back to complainant
Correction
Correction verified
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