Effective date: November 15, 2026 (Version 1.0)
1. Purpose
1.1 The purpose of this directive is to establish rules for identifying, recording, analyzing, and resolving nonconformities and complaints that arise during the provision of services or delivery of products. The aim is not only to eliminate the current issue but also to implement measures to prevent recurrence.
2. Scope
2.1 This directive applies to all processes, products, services, and departments within the organization where a nonconformity may occur or where a customer submits a complaint.
3. Definitions
3.1 Nonconformity – Failure to meet a requirement (internal, customer, regulatory, or legal).
3.2 Complaint – A form of nonconformity reported by a customer.
3.3 Corrective Action – Action taken to eliminate the cause of a detected nonconformity.
4. Principles and Procedures
4.1 Identification and Reporting of Nonconformity
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Every employee is obliged to identify and immediately report a nonconformity to their supervisor or the responsible person (e.g., Quality Officer).
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All nonconformities must be recorded in the nonconformity management system (e.g., CRM, QMS, or internal template).
4.2 Receipt and Logging of Complaints
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Complaints are received by a designated contact person or support team.
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Complaints must be logged in a central database including: date received, customer name, description, responsible handler, and resolution deadline.
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Customers must be informed of complaint receipt and planned resolution steps.
4.3 Root Cause Analysis
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The responsible person analyzes the cause using methods such as 5 Whys, Ishikawa diagram, or process analysis.
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Resulting actions must include proposals for corrective measures.
4.4 Corrective Actions
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Customers are offered an appropriate resolution (repair, replacement, discount, etc.).
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Internal nonconformities are resolved by removing the cause and ensuring recurrence is prevented.
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Measures must be proportional to the impact of the nonconformity.
4.5 Effectiveness Verification
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Effectiveness of corrective actions must be verified within the set timeframe.
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If not effective, actions must be reviewed and adjusted.
4.6 Feedback and Improvement
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Outputs are used for trend analysis, preventive actions, and process improvements.
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Serious or recurring issues are subject to regular management review.
4.7 Responsibilities
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Employees – Identify and report nonconformities.
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Quality Officer / Process Manager – Evaluate nonconformities, propose and implement corrective actions.
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Customer Service – Handle and communicate complaint resolution.
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Management – Support systemic improvements and trend analysis.
4.8 Resolution Timelines
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Nonconformities: analysis and corrective action within 10 working days.
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Complaints: acknowledgement within 2 days, resolution usually within 15 days (unless otherwise specified in a contract).
4.9 Documentation
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Records include complaint/nonconformity form, action log, and any customer communications.
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Documentation must be retained for a minimum of 3 years or in accordance with applicable legal or quality system requirements.
4.10 Review
This directive is reviewed at least once annually or after any serious nonconformity prompting process change.
5. Complaint Submission Form
5.1 The form can be found here: https://www.circularo.com/complaint-form/
6. Escalation Notice
6.1 If a satisfactory resolution is not achieved, the complainant may escalate the matter to relevant regulatory authorities in your country.