Please describe in detail your complaint handling system
Please describe in detail your complaint handling system, including references to internal corrective actions, complaint tracking, and communication to the customer (please describe your processes including references to standard operating procedures – do not attach the procedures themselves).
Each CCL Healthcare Solutions North America facility includes a Quality Assurance Manager as part of their location organization. Each complaint submitted by a Customer is handled through the customer complaint and resolution program. Root cause analysis is performed in all cases and corrective actions are determined and verified for effectiveness. CAPA reports are issued to the Customer within 20 business days of receipt of complaint or observation. KPI’s for cost of credit and credits over sales are tracked locally and corporately by the Director of Quality. Reasons and categories of determined causes of complaints are trended locally and presented.