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VTValiTracAI

Form · FRM-11

Complaints Log

Register of complaints received, validation outcome, owner, status and closure.

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Purpose

The register of all complaints received, showing for each the source, subject, validation decision, investigator, key dates, outcome and links to investigation, corrective action and nonconforming work records. It evidences that complaints are tracked from receipt to formal closure.

What it covers

  • Quarterly analysis

How to complete it

  1. 1.Log every expression of dissatisfaction within one working day, including verbal complaints and those received by sales or engineers; number as CMP-YY-NNN.
  2. 2.Record the acknowledgement date (target 2 working days) and the validation outcome (valid / not valid with reason).
  3. 3.Enter the investigator (must be independent of the original work) and the independent reviewer of the outcome.
  4. 4.Record the date the complainant was formally notified of closure; the complaint is not closed until this is done.
  5. 5.Analyse quarterly by type and cause for management review.

Before you use it

  • Replace every square-bracket token, starting with [LABORATORY NAME], [ADDRESS] and [EFFECTIVE DATE]. The full token list is in GD-01 Read Me First.
  • Have the content technically reviewed against how your laboratory actually works, then approved by the responsible manager before it becomes a controlled document.
  • Update the Word fields after editing so the table of contents and page numbers are correct: select all, then press F9.
  • Record the document in your own document register and set its review date.

Related documents

This is an original template published by ValiTrac. It does not reproduce the text of ISO/IEC 17025 or of any accreditation body publication, and it does not by itself confer or guarantee accreditation. Customise, review and approve it before use.