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Non Conformance Investigation and Customer Complaint Procedure
Use this non conformance investigation and customer complaint procedure to work through non-conformance description, evidence attached, disposition decision and root cause, assigning responsibilities and keeping records with version sign-off. Records support ISO 45001, OSHA and the Factories Act.
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Run the Non Conformance Investigation and Customer Complaint Procedure on the InspectWrk app instead of paper. Inspectors capture photo evidence, work offline, and assign corrective actions on the spot, and the report generates itself the moment the inspection is signed off.
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Non Conformance Investigation and Customer Complaint Procedure
Non Conformance Investigation and Customer Complaint Procedure Dashboard
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- Organise inspection data by site, team, and date
- Assign checks to the inspector or vendor responsible
- Track completion across every location in one view
- Keep field and back-office in sync in real time
- Comment on findings without leaving the inspection
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- Filter findings by site, severity, or corrective-action status
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Frequently Asked Questions
Why keep this non conformance investigation and customer complaint procedure in InspectWrk instead of a spreadsheet?
Because every step has a single owner, a status, and a timestamp, so nothing is lost in email or a file on one person's desktop. It stays current, exports as an audit-ready health & safety record, and rolls into trend reports so recurring issues surface early, with the detail teams need for ISO 45001, OSHA and the Factories Act.
What should each step include?
Work through non-conformance description, evidence attached, disposition decision and root cause. Give every step a clear description, an owner, and a due or review date, record its current status, and attach any supporting records so the non conformance investigation and customer complaint procedure is complete and defensible.
Who keeps the non conformance investigation and customer complaint procedure up to date?
Safety officers, HSE managers, site supervisors, compliance leads own it day to day. Each step stays with a named owner until it is closed or reviewed, and InspectWrk timestamps every change, so the non conformance investigation and customer complaint procedure reflects the current position rather than a snapshot from months ago.
What does the non conformance investigation and customer complaint procedure check?
It checks non-conformance description, evidence attached, disposition decision and root cause across health & safety sites. The round exists to capture non-conformances with evidence, disposition, and verified corrective action. It prioritises failure modes such as vague defect wording, no photo evidence and CAPA closed without verification. Safety officers record pass, fail, or N/A on each item, capture photo evidence on anything that needs proof, and assign corrective actions with owners and due dates. Evidence expectations include defect photo, lot or batch ID and verification record. A failed item stays open until the fix is verified, and it runs offline so a weak signal never costs a round. Run in InspectWrk, every finding is timestamped and exports as a single health & safety report aligned to ISO 45001, OSHA and the Factories Act.
What is a non conformance investigation and customer complaint procedure?
Quick Answer
A non conformance investigation and customer complaint procedure is a step-by-step standard your team follows the same way every time so health & safety teams can set out the purpose, responsibilities, procedure, and controls, and keep records with version sign-off. Completed in InspectWrk, it is timestamped, works offline, and exports as an audit-ready health & safety report for ISO 45001, OSHA and the Factories Act.
A non conformance investigation and customer complaint procedure is a step-by-step standard your team follows the same way every time that health & safety teams use to work through non-conformance description, evidence attached, disposition decision and root cause, keeping the procedure documented and under version control. Comprehensive checklist for handling customer complaints and non conformances in food safety. Run digitally in InspectWrk, every entry is timestamped, attributed to its owner, and exportable as an audit-ready health & safety record with the detail teams need for ISO 45001, OSHA and the Factories Act.
Why are non conformance investigation and customer complaint procedure inspections still chased on WhatsApp?
Quality engineers and compliance leads still miss vague defect wording, no photo evidence and CAPA closed without verification when rounds are ticked without defect photo, lot or batch ID and verification record.
Without non-conformance records, teams reconstruct the evidence from phones instead of proving ISO 45001, OSHA and the Factories Act readiness.
Before and After InspectWrk
Before InspectWrk
- Toolbox talks, JSAs, and near-miss reports are logged verbally on the radio or on paper at end of shift.
- Non conformance investigation checks are ticked on paper without photo evidence per finding.
- Safety performance is visible only after the corrective window has already closed.
After InspectWrk
- Safety officers complete the inspection in the app with photo evidence at the non conformance investigation and customer complaint procedure, even offline.
- Managers see open findings, closure status, and ISO 45001, OSHA and the Factories Act evidence live on one dashboard.
- Overdue corrective actions escalate automatically so the fix happens before the next near-miss becomes an incident.
Why is a non conformance investigation and customer complaint procedure important?
It helps safety officers and supervisors keep health & safety work consistent, safe, and auditable, with the evidence needed for ISO 45001, OSHA and the Factories Act:
- Cover the full inspection:structured checks across non-conformance description, evidence attached, disposition decision and root cause surface vague defect wording, no photo evidence and CAPA closed without verification before they reach handover, audit, or the next shift.
- Document health & safety findings with the right proof:capture defect photo, lot or batch ID and verification record on every issue so nothing rests on memory.
- Close health & safety issues instead of just logging them:assign corrective actions with owners and due dates, then verify the fix before sign-off.
- Stay audit-ready:keep one timestamped record for ISO 45001, OSHA and the Factories Act you can export instead of rebuilding it from scattered photos and spreadsheets.
What should be included in a non conformance investigation and customer complaint procedure?
A complete non conformance investigation and customer complaint procedure works through non-conformance description, evidence attached, disposition decision and root cause, then records inspection context, scored checkpoints, and evidence with corrective actions:
Inspection context
Record where and when the inspection runs:
- Site, health & safety location, and asset identification
- Inspector, date, and the health & safety areas or assets in scope
- Reference numbers or schedules linked to the checklist
Checkpoints and scoring
Define what each checkpoint verifies and how results are scored:
- non-conformance description
- evidence attached
- disposition decision
- root cause
- corrective action and verification
- Failure watchouts:vague defect wording, no photo evidence and CAPA closed without verification
- Evidence:defect photo, lot or batch ID and verification record
- Documents:non-conformance records
- 20 fields aligned to the checklist
Evidence and corrective actions
Make every finding traceable and actionable:
- Capture defect photo, lot or batch ID and verification record on failed or critical items
- Retain non-conformance records with the inspection record
- Sign-off, completion status, and follow-up notes
How do teams use a non conformance investigation and customer complaint procedure?
Follow these steps to run the non conformance investigation and customer complaint procedure:
- Fill in the non conformance investigation and customer complaint procedure header: inspector, site, date, and areas in scope.
- Work through non-conformance description, evidence attached, disposition decision and root cause in order, recording pass, fail, or N/A.
- Attach defect photo, lot or batch ID and verification record wherever a failure or observation needs proof.
- Raise actions for vague defect wording, no photo evidence and CAPA closed without verification with owners and deadlines before sign-off.
- Review the non conformance investigation and customer complaint procedure summary, share the report, and keep the record for your audit trail.
See how this checklist fits into AI safety inspection software.
This checklist runs as a mobile inspection app that works fully offline on site, with AI-powered defect detection on every photo. To see it on your own workflows, talk to our team.