Customer Service:Customer Complaint

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.

Customer Complaints

• A complaint which is due to a missing item or if maintenance is required does not 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
• A complaint due to an adverse reaction to the customer does qualify

Hotline

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

• MDC (Medical Device Complaint)/CMPROD (Complaint: Product) - forward Hotline to ELIZAS (Eliza Storrie)
• OPC (OTC Product Complaint)/CMPROD (Complaint: Product) - forward Hotline to JOHNT (John Targett)
• PPC (Pharmaceutical Product Complaint)/CMPROD (Complaint: Product) - 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 is forwarded to Returns to issue credit to store and the photo and debit note is 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.