Customer Service:Customer Complaint

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.