QUALITY MANUAL
QUA303 COMPLAINTS PROCESS FLOWCHART
Complaint Received
Written to Managing Director
Verbal
Quality Manager acknowledges
within 5 working days
Kaimahi remedies complaint
Copy of (this) complaint process
flowchart and complaints process
information sheet sent with letter
No resolution
Resolved
of acknowledgement letter to
complainant
Complaint formalised in writing and
forwarded to Managing Director
Investigation – Quality Manager
If staff members are involved,
meeting arranged within 10 working
days
Resolution or agreement outcomes
Quality Manager enters onto
documented and signed by both
central database
parties.
Copy of report sent to complainant
Quality Manager to compile report
to senior management team
All documents maintained in
Report in bi-monthly Board report
Quality Dept central files
Document Ref: QUA303 Complaints Process Flowchart
Folder: Quality Manual
Approved by: MD
Version: 1
Last Review: May 2021
Next Review: May 2024
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