DraftInternalISO 9001

SW-QMS-FRM-006

Complaint Register Template

Version

1.0

Owner

Quality Lead

Effective Date

TBD

Review Date

TBD

Complaint Register Template

Instructions

This register is used to track all customer complaints from receipt through resolution. Systematic complaint management ensures customer concerns are addressed promptly and root causes are identified to prevent recurrence.

When to Use:

Record all formal customer complaints immediately upon receipt
Update status as the complaint progresses through investigation and resolution
Review monthly with Quality Lead
Analyze trends quarterly for continuous improvement

What Constitutes a Complaint:

Formal expression of dissatisfaction from a customer
Concern about quality, service, or delivery
Request for service credits or compensation
Escalations from normal support channels
Written complaints (email, letter, form)

What is NOT a Complaint:

Normal support tickets or service requests
General questions or inquiries
Feature requests or enhancement suggestions (unless framed as complaint)

How to Use:

Create a new complaint entry immediately upon receipt
Assign unique Complaint ID
Acknowledge complaint to customer within 24 hours (use SW-QMS-FRM-007)
Update status regularly as investigation proceeds
Close complaint only when customer confirms resolution
Review for need for corrective action (SW-IMS-PRO-009)

Responsible: Quality Lead (maintains register), Account Managers/Service Delivery Managers (resolve complaints)

Complaint Register

Register Information

Reporting Period: [Period - e.g., Q1 2024, January 2024, YTD 2024]

Register Maintained By: [Quality Lead Name]

Last Updated: [Date]

Summary Statistics (For Period)

Metric	Count
Total Complaints Received
Complaints Resolved
Complaints Open
Complaints Overdue
Average Resolution Time (days)
Complaints Resulting in Corrective Action

Trend vs. Previous Period: [ ] ↑ Increasing [ ] → Stable [ ] ↓ Decreasing

Complaint Entries

Entry Instructions

Complaint ID Format: CMP-YYYY-NNN (e.g., CMP-2024-001)

Severity Levels:

Critical: Severe service impact, reputational risk, contract at risk, legal implications
High: Significant customer dissatisfaction, service degradation, repeated issues
Medium: Moderate dissatisfaction, isolated incident, workaround available
Low: Minor inconvenience, easily resolved

Status Values:

New: Just received, not yet assigned
Acknowledged: Customer acknowledgment sent, investigation not started
Investigating: Root cause analysis in progress
Resolved: Solution implemented, awaiting customer confirmation
Closed: Customer confirms satisfaction, no further action
Escalated: Escalated to senior management

Complaint Log

(Note: In practice, this would be a spreadsheet or database. This template shows the structure for each complaint record.)

Complaint #1

Field	Value
Complaint ID*	CMP-YYYY-NNN
Date Received*	[Date and Time]
Customer Name*	[Organization Name]
Customer Contact*	[Name, Role, Email, Phone]
Account Manager	[Name]

Channel Received:

Service/Project Affected: _______________________

Contract Reference: _______________________

Category (select all that apply):

Severity:

Critical
High
Medium
Low

Complaint Description (in customer's words):

Impact on Customer:

Customer's Requested Resolution:

Status: [ ] New [ ] Acknowledged [ ] Investigating [ ] Resolved [ ] Closed [ ] Escalated

Current Owner: _______________________

Target Resolution Date: _______________________

Actual Resolution Date: _______________________

Days Open: _____ (calculation: current date - received date, or resolved date - received date)

Investigation Findings / Root Cause:

Root Cause Category:

Resolution Actions Taken:

Resolution Date: _______________________

Resolved By: _______________________

Customer Closure Confirmation:

Customer Satisfied with Resolution: [ ] Yes [ ] No [ ] Partially

Customer Feedback on Resolution:

Closure Date: _______________________

Closed By: _______________________

Preventive/Corrective Actions Required:

No corrective action needed - isolated incident
Corrective Action initiated - Reference: CA-YYYY-NNN
Process improvement identified
Training need identified
Documentation update required

Corrective Action Reference: _______________________

Corrective Action Summary:

Follow-up Actions:

Action	Owner	Due Date	Status
			[ ] Open [ ] Complete
			[ ] Open [ ] Complete

Lessons Learned:

Service Credit / Compensation:

No compensation requested
Service credit calculated: _____ SEK
Service credit approved: [ ] Yes [ ] No
Service credit applied: Date _______
Other compensation: _______

Escalations:

Escalated to Management: [ ] Yes [ ] No

Escalation Date: _______________________

Escalated To: _______________________

Escalation Reason: _______________________________________

Document Attachments:

Attachment Location: _______________________

Record Created By: _______________________

Record Last Updated: _______________________ on [Date]

(Repeat the above structure for each complaint entry)

Complaints by Category (for reporting period)

Category	% of Total	Trend
Service Quality		[ ] ↑ [ ] → [ ] ↓
Communication Issues		[ ] ↑ [ ] → [ ] ↓
Timeliness / Delays		[ ] ↑ [ ] → [ ] ↓
Technical Issues / Defects		[ ] ↑ [ ] → [ ] ↓
Billing / Pricing		[ ] ↑ [ ] → [ ] ↓
Support Responsiveness		[ ] ↑ [ ] → [ ] ↓
Staff Behavior		[ ] ↑ [ ] → [ ] ↓
SLA Breach		[ ] ↑ [ ] → [ ] ↓
Availability / Downtime		[ ] ↑ [ ] → [ ] ↓
Other		[ ] ↑ [ ] → [ ] ↓
Total	100%

Complaints by Severity

Severity	Count	% of Total	Avg. Resolution Time (days)
Critical
High
Medium
Low
Total		100%

Complaints by Customer

Customer	Count	Status	Risk Level
			[ ] High [ ] Medium [ ] Low
			[ ] High [ ] Medium [ ] Low
			[ ] High [ ] Medium [ ] Low

Customers with Multiple Complaints: _______

Action Required: _______________________________________

Complaints by Service Type

Service Type	Count	% of Total
SaaS Services
Implementation Projects
Consulting Services
Support & Maintenance
Other
Total		100%

Resolution Performance

Metric	Target	Actual	Status
Average Resolution Time	≤ 10 days	_____ days	[ ] Met [ ] Not Met
% Resolved within SLA	≥ 90%	_____ %	[ ] Met [ ] Not Met
% Closed with Customer Satisfaction	≥ 85%	_____ %	[ ] Met [ ] Not Met
Overdue Complaints	0	_____	[ ] Met [ ] Not Met

Root Cause Analysis

Root Cause Category	Count	% of Total	Corrective Actions Initiated
Process Gap
Communication Breakdown
Technical Issue
Resource/Capacity Constraint
Training/Competence
Third-Party/Supplier Issue
Customer Expectation Mismatch
Documentation Gap
Other
Total		100%

Key Insights and Actions

Top 3 Issues:

Systemic Issues Identified:

Recommended Actions:

Action	Priority	Owner	Target Date
	[ ] High [ ] Medium [ ] Low
	[ ] High [ ] Medium [ ] Low
	[ ] High [ ] Medium [ ] Low

Management Review

Register Reviewed By (Quality Lead): _______________________

Review Date: _______________________

Presented to Management: [ ] Yes - Date: _______ [ ] No

Key Takeaways for Management:

Management Decisions / Actions:

Document Control

Register Maintained By: Quality Lead

Update Frequency: Real-time for new complaints, reviewed monthly

Distribution: Quality Lead, Management Team, Account Managers

Storage Location: [Quality Management folder/SharePoint location]

Archive Policy: Closed complaints retained for 3 years, then archived

Next Review Date: _______________________

Appendix: Complaint Handling Process Quick Reference

Step 1: Receive and Record (Day 0)

Create complaint entry in register
Assign Complaint ID
Determine severity

Step 2: Acknowledge (Within 24 hours)

Send acknowledgment to customer (SW-QMS-FRM-007)
Confirm receipt and provide expected response timeframe
Assign owner

Step 3: Investigate (Within 2-5 days depending on severity)

Gather facts
Identify root cause
Determine resolution approach
Update customer on progress

Step 4: Resolve (Per SLA)

Implement resolution
Document actions taken
Communicate resolution to customer

Step 5: Confirm and Close (Within 1 week of resolution)

Obtain customer confirmation of satisfaction
Apply service credits if applicable
Close complaint in register
Initiate corrective action if needed

Step 6: Learn and Improve (Ongoing)

Document lessons learned
Update processes if needed
Share learnings with team

This register supports Swedwise's Quality Management System (ISO 9001) by ensuring systematic complaint handling, root cause analysis, and continuous improvement based on customer feedback.