Difference between revisions of "Customer Service:Customer Complaint"

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==Overview==
  
==Overview==
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As part of '''Health Canada's requirement''' and '''Medical Device regulations''' we must identify '''complaints''' which are due to the product being '''faulty''' and we may have to share this information with the vendor. We will identify these '''complaints''' through the Hotline system.
 +
As part of '''Health Canada's requirement''' and '''Medical Device regulations''' we must identify '''complaints''' which are due to the product being '''faulty''' and we may have to share this information with the vendor. We will identify these '''complaints''' through the Hotline system which will be used to capture information and monitor the complaint from the customer to uniPHARM to vendor and to completion of investigation electronically.
   
 
==Customer Complaints==
  
==Customer Complaints==
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*A '''complaint''' which is due to a '''missing''' item or if '''maintenance''' is required '''does not qualify'''
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*A '''Medical Device complaint''' which is due to performance characteristics of safety of the device ('''faulty'''), including any consumer complaints, received by the distributor after the device was first sold in Canada '''does qualify'''
−
*A '''complaint''' which is due to a '''faulty''' item as a result of poor design, manufacturing defect or poses a risk to the user '''does qualify'''
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*A '''OTC complaint''' and '''Pharmaceutical complaint''' are related to the safety or efficiency of the item sold '''does qualify'''
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*A '''complaint''' due to an '''adverse reaction''' to the customer '''does qualify'''
  
   
 
==Hotline==
  
==Hotline==
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1. When creating a '''Hotline''' for '''Complaints''', please use the following '''problem''' and '''resolution''' codes and forward '''Hotline''' to the appropriately person:
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1. When creating a '''Hotline''' for '''Complaints''', please use the appropriate '''problem''' and '''resolution''' codes and forward '''Hotline''' to the appropriately person.
  +
−
*'''MDC''' (Medical Device Complaint)/'''CMPROD''' (Complaint: Product) - forward Hotline to '''ELIZAS''' (Eliza Storrie)
  
  +
*'''Medical Device'''
⚫
*'''OPC''' (OTC Product Complaint)/'''CMPROD''' (Complaint: Product) - forward Hotline to '''JOHNT''' (John Targett)
  
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*'''PPC''' (Pharmaceutical Product Complaint)/'''CMPROD''' (Complaint: Product) - forward Hotline to '''JOHNT''' (John Targett)
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#Create '''Hotline''' - '''MDC''' (Medical Device Complaint)/'''MDDSTR''' (Medical Device Destroy) '''MDPART''' (Medical Device New Part) '''MDRTN (Medical Device Return)
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#Enter '''text notes'''
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#Forward '''Hotline''' to '''ELIZAS''' (Eliza Storrie)
  +
  +
*'''OTC'''
  ⚫
*Create '''Hotline''' - '''OPC''' (OTC Product Complaint)/'''OPDSTR''' (OTC Product Destroy) '''OPRTN''' (OTC Product Return)
  +
#Enter '''text notes'''
  +
#Forward '''Hotline''' to '''JOHNT''' (John Targett)
  +
  +
  +
*'''Pharmaceuticals'''
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#Create '''Hotline''' - '''PPC''' (Pharmaceutical Product Complaint)/'''PPDSTR''' (Pharmaceutical Product Destroy) '''PPRTN''' (Pharmaceutical Product Return)
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#Enter '''text' notes'''
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#Forward '''Hotline''' to '''JOHNT''' (John Targett)
   
   
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*If the item is a '''walking boot/air cast''', the '''Buyer''' will direct the customer not to return the item but take a '''photo''' of the item. The '''Hotline''' and the '''photo''' are forwarded to '''Returns''' to issue a '''credit''' to store and the '''photo''' and the '''debit note''' are forwarded to the '''vendor''' for '''credit'''.
  
*If the item is a '''walking boot/air cast''', the '''Buyer''' will direct the customer not to return the item but take a '''photo''' of the item. The '''Hotline''' and the '''photo''' are forwarded to '''Returns''' to issue a '''credit''' to store and the '''photo''' and the '''debit note''' are forwarded to the '''vendor''' for '''credit'''.
 
*If the item is not the above, the '''Hotline''' is returned to '''Customer Service'''.
  
*If the item is not the above, the '''Hotline''' is returned to '''Customer Service'''.
−  
   
 
3. '''Customer Service''' will process the '''Hotline''' depending on the '''decision''':
  
3. '''Customer Service''' will process the '''Hotline''' depending on the '''decision''':

Revision as of 16:08, 28 April 2017

Overview

As part of Health Canada's requirement and Medical Device regulations we must identify complaints which are due to the product being faulty and we may have to share this information with the vendor. We will identify these complaints through the Hotline system which will be used to capture information and monitor the complaint from the customer to uniPHARM to vendor and to completion of investigation electronically.

Customer Complaints

  • A Medical Device complaint which is due to performance characteristics of safety of the device (faulty), including any consumer complaints, received by the distributor after the device was first sold in Canada does qualify
  • A OTC complaint and Pharmaceutical complaint are related to the safety or efficiency of the item sold does qualify

Hotline

1. When creating a Hotline for Complaints, please use the appropriate problem and resolution codes and forward Hotline to the appropriately person.

  • Medical Device
  1. Create Hotline - MDC (Medical Device Complaint)/MDDSTR (Medical Device Destroy) MDPART (Medical Device New Part) MDRTN (Medical Device Return)
  2. Enter text notes
  3. Forward Hotline to ELIZAS (Eliza Storrie)
  • OTC
  • Create Hotline - OPC (OTC Product Complaint)/OPDSTR (OTC Product Destroy) OPRTN (OTC Product Return)
  1. Enter text notes
  2. Forward Hotline to JOHNT (John Targett)


  • Pharmaceuticals
  1. Create Hotline - PPC (Pharmaceutical Product Complaint)/PPDSTR (Pharmaceutical Product Destroy) PPRTN (Pharmaceutical Product Return)
  2. Enter text' notes
  3. Forward Hotline to JOHNT (John Targett)


2. When the Buyer receives the Hotline, the Buyer will make a decision on whether to have the item returned or not require a return:

  • If the item is a walking boot/air cast, the Buyer will direct the customer not to return the item but take a photo of the item. The Hotline and the photo are forwarded to Returns to issue a credit to store and the photo and the debit note are forwarded to the vendor for credit.
  • If the item is not the above, the Hotline is returned to Customer Service.

3. Customer Service will process the Hotline depending on the decision:

  • If the item is to be returned but the customer is out-of-town, a pick-up will be arranged and Hotline will be forwarded to Returns.
  • If the item is not to be returned , Customer Service will issue a credit.
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