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.
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As part of '''Health Canada's requirement''' and '''Medical Device regulations''' we must identify '''complaints''' which are due to '''performance or safety issues''' 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 the vendor and to the completion of the investigation electronically.
   
 
==Customer Complaints==
  
==Customer Complaints==
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*A '''Medical Device complaint''' is due to any reported problem relating to the performance characteristics or safety of the device ('''faulty'''), including any consumer complaints received by the distributor after the device was first sold in Canada
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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 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 due to any reported problems related to the safety or efficiency of the item sold.
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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 Hotlines for Customer 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.
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*MDC (Medical Device Complaint)/CMPROD (Complaint: Product) - forward Hotline to ELIZAS (Eliza Storrie)
  
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*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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*'''Medical Device'''
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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:
  
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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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*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 is forwarded to Returns to issue credit to store and forward photo to the vendor for credit.
  
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#Enter '''text notes'''
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*If the item is not above, the Hotline is return to Customer Service.
  
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#Forward '''Hotline''' to '''ELIZAG''' (Eliza Storrie)
   
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*'''OTC'''
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3. Customer Service will process the Hotline depending on the decision:
  
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#Create '''Hotline''' - '''OPC''' (OTC Product Complaint)/'''OPDSTR''' (OTC Product Destroy) '''OPRTN''' (OTC Product Return)
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*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.
  
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#Enter '''text notes'''
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*If the item is not to be returned , Customer Service will issue a credit.
  
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#Forward '''Hotline''' to '''JOHNT''' (John Targett)
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*'''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)
  +
  +
  ⚫
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 the '''Hotline''' will be forwarded to '''Returns'''.
  ⚫
*If the item is '''not''' to be '''returned''' , '''Customer Service''' will issue a '''credit'''.
   
 
[[Category:Customer Complaint]]
  
[[Category:Customer Complaint]]

Latest revision as of 09:26, 9 May 2017

Overview

As part of Health Canada's requirement and Medical Device regulations we must identify complaints which are due to performance or safety issues 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 the vendor and to the completion of the investigation electronically.

Customer Complaints

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

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 ELIZAG (Eliza Storrie)
  • OTC
  1. Create Hotline - OPC (OTC Product Complaint)/OPDSTR (OTC Product Destroy) OPRTN (OTC Product Return)
  2. Enter text notes
  3. 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 the Hotline will be forwarded to Returns.
  • If the item is not to be returned , Customer Service will issue a credit.
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