| 1. | Receipt of Complaint | Operations Manager | NA | Compliant can be received via e-mail or via phone calls. |
| 2. | Log complaint | Operations Manager | Within 1 working day | Document the complaint in SZFS/HRAA/F-40-Complaint Handling. |
| 3. | Complaint shared with SME | Operations Manager | Within 1 working day | Documented Complaint forwarded to SME & acknowledgement sent to client. |
| 4. | Complaint Assessment | Subject Matter Expert | Within 2 working days | Review the nature and content of the complaint and ascertain validity and seriousness. If valid, initiate step 6. If not, initiate step 5. |
| 5. | Complaint Invalid | Subject Matter Expert | Within 2 working days | If concluded as the complaint is not valid then inform complainant within 2 days. Update SZFS/HRAA/F-40-Complaint Handling format accordingly. Process ends. |
| 6. | Complaint Valid | Subject Matter Expert | Within 2 working days | Determination of Root Cause, Correction and Corrective Action for the complaint. If required perform investigation off site or on site. Complaints received from Regulatory Bodies (Such as FSSAI) or clients’ or QCI may require an on-site review (if required on site visit needs to be done). |
| 7. | Initiate a Corrective Action | Operations Manager | Within 2 working days post receiving RCA, C and CA | Act as per the determined Root Cause, Correction and Corrective Action by the SME. |
| 8. | Communication to the Concerned Party | Operations Manager | Within 2 days of completing Root Cause, Correction and Corrective Action | Inform the concerned party regarding the Root Cause, Correction and Corrective Action taken for the complaint accepted. |
| 9. | Assessment of Implement actions | Subject Matter Expert | Subject Matter Expert | Assess the implementation of the Root Cause, Correction and Corrective Action to determine its effectiveness and complete the SZFS/HRAA/F-40-Complaint Handling Format for the particular complaint. |
| 10. | Complaint Closure | Subject Matter Expert/ Managing Director | Immediately post completion of all prior steps | Verify that all the steps defined above have been properly completed i.e. all issues identified by the complainant are addressed, root causes for all the issues are determined with completed and implemented Corrections and Corrective Actions and document the communication of the outcome to complainant which includes a statement they have the right to appeal. All evidence to be documented. |
