AAPL

Customer Complaint Handling

AAPL/SOP/QA/03  •  2-10-45 Rule

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Timeline Compliance (2-10-45 Rule) — Overdue Items

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Doc. No.: AAPL/QA/FT/03

Customer Complaint Handling — SOP Criteria

Doc. No.: AAPL/SOP/QA/03  •  Rev. No.: 00  •  Date: 12/03/2024  •  IATF 16949:2016 Clause 10.2.6

1. Purpose

To establish a systematic method for handling customer complaints ensuring timely containment, root cause analysis, corrective action, preventive action, and closure — in accordance with the internal 2-10-45 Rule and applicable Customer-Specific Requirements (CSR). Ensures compliance with IATF 16949:2016 Clause 10.2.6 and enhances customer satisfaction.

2. Scope

Applies to all customer complaints received by AAPL through any channel — email, phone, visits, audits, portals, or written notifications. Covers receipt, recording, containment, investigation, corrective action, preventive action, effectiveness verification, feedback collection, horizontal deployment, and final closure.

5. Timeline Requirement — The 2-10-45 Rule

2
Days
Containment Action
→
10
Days
Root Cause + Corrective Action Plan
→
45
Days
Preventive Action + Final Closure
Complaint must be acknowledged to the customer within 24 hours of receipt. If CSR demands faster/stricter timelines, the CSR timeline overrides these internal rules. CAPA is submitted to the customer as per CSR timeline or the internal 2-10-45 rule, whichever is more stringent.

6 & 7. Process Flow

StepActivityResponsibilityTimelineOutput
1Complaint Receipt & LoggingCustomer Care / QMR—Complaint Register Entry
2Complaint AcknowledgementCustomer Care≤ 24 HrsAcknowledgement to Customer
3Containment ActionConcerned Dept. / QMR≤ 2 DaysContainment Report
4Investigation & RCA (incl. CAPA)Concerned Dept. / QMR≤ 10 DaysRCA & CAPA Records
5Preventive Action & Final ClosureConcerned Dept.≤ 45 DaysClosure Report
6Effectiveness VerificationQMR—Verification Report
7Customer Feedback & ClosureCustomer Care / QMR—Customer Closure Confirmation
8Horizontal Deployment & Lessons LearnedQMR / Top Management—Deployment Records
9Review & Trend AnalysisQMR / Top Management—MRM Minutes

3. Terms & Definitions

  • Containment Action — Immediate action to isolate the affected product/process and avoid further customer impact.
  • RCA — Root Cause Analysis using structured problem-solving tools (5-Why, Fishbone, Is/Is Not, 8D).
  • Corrective Action — Action taken to eliminate the root cause and prevent recurrence.
  • Preventive Action — Action taken to eliminate the cause of potential failures based on horizontal deployment and lessons learned.
  • Customer Closure — Complaint formally closed by customer or internally closed as per CSR and internal closure rules.

4. Roles & Responsibilities

Top ManagementProvide resources; review monthly analyses; ensure deployment of lessons learned
QMRMonitor full complaint cycle, ensure timelines (2-10-45), maintain compliance, submit to MRM
Customer Care / SalesReceive & acknowledge complaints within 24 hrs; communicate closure to customer
Dept. Heads / Process OwnersInvestigation, RCA, corrective & preventive actions as per timeline
All EmployeesReport customer-related nonconformance if observed

7.4 & 7.5 — Root Cause / CAPA / Preventive Action Tools

Root Cause & Corrective Action tools (≤ 10 Days)
  • 5-Why
  • Fishbone Diagram
  • Is / Is Not
  • 8D (if CSR demands)
  • Customer 8D format
Preventive Action — recurrence prevention (≤ 45 Days)
  • Process
  • Method
  • Standard
  • Poka-Yoke
  • Training
  • Drawings / Work Instructions
  • Incoming/Process Controls

8. Horizontal Deployment & Lessons Learned

To prevent recurrence at other products/processes/customers, lessons learned shall be deployed horizontally across: similar processes, similar failure modes, similar product families, other customers, and supplier processes (if applicable). Records shall be maintained and reviewed during MRM and audits.

9. Review & Trend Analysis

QMR tracks complaint trends monthly for repeat patterns and submits analysis in MRM for continual improvement.

10. Documented Information

Document NameDocument Number
Customer Complaint RegisterAAPL/QA/FT/03
Corrective Action ReportAAPL/QMR/FT/14
Investigation ReportAAPL/QMR/FT/14
Complaint Feedback FormAAPL/QA/FT/04
Management Review Meeting MOMAAPL/QMR/FT/12

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