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QualityUpdated 10/16/2026·711 views

Customer Complaint Investigation

Quick answer

Quality opens an RCA within 24 hours of any customer complaint ticket.

Full procedure

  1. 1Review the Customer Complaint Investigation standard on the department portal.
  2. 2Confirm you have the required PPE, tools, or system access for this task.
  3. 3Follow the documented sequence — do not skip steps.
  4. 4Record the completion in the appropriate log or system of record.
  5. 5Escalate any exceptions to your shift lead or on-call owner.

Common mistakes & exceptions

  • Skipping the WMS/system logging step — every action must have a system record.
  • Not photographing exceptions before escalating.
  • Assuming verbal approval is enough — always capture the ticket or form ID.

Escalation path & subject matter expert

Escalate to
Quality Shift Lead
Ext. 4117 · Slack #quality
Subject matter expert
Priya R. — Quality

Frequently asked questions

Required forms

  • Customer Complaint Investigation Log
    QUA-103

My private notes

customer complaintinvestigationqualityrcaqualityproceduresopatlas

Revision history

  1. 2026-10-16
    Reviewed and republished.
  2. 2025-08-15
    Initial publication.
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