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欧洲FAMI-QS认证操作规范(三十二)投诉处理系统

9.2  Complaint handling system  投诉处理系统



A formalised documented procedure on complaint handling shall exist and shall include requirements to:

应建立正式的形成文件的投诉处理程序,并应当包括以下要求:

a) allocate responsibility for controlling complaints; 指定有关管理投诉的职责;

b) record name of complaining customer; 记录投诉客户的名称;

c) record product name and identification code; 记录产品名称及识别代码;

d) reason for complaint - identify and record each complaint; and 投诉的原因-分析和记录每个投诉;并且

e) reply to the complaining customer. 回复投诉的客户。

Corrective actions shall be carried out in a timely and effective manner, with consideration given

to the frequency and seriousness of complaints.

纠正措施的实施应当基于及时和有效的方式,并且应考虑抱怨发生的频次及严重程度。

Where possible, complaint information shall be used to avoid recurrence and implement ongoing improvements.

可能时,投诉信息应用以避免重复发生并实施改进。


Ensure that:  确保

  A formal customer complaint handling system exists;  建立了正式的顾客投诉处理系统;

  Responsibility for controlling complaints is defined;  投诉控制的职责已规定;

  The system includes sufficient customer and product information;  系统包括充分的顾客和产品信息;

  The complaints are evaluated according to:  投诉依据以下方面进行评价:

     o   Cause;  原因

     o   Seriousness;  严重性;

     o   Customer;  顾客;

     o   Other relevant topics;  其他相关主题

  The complaint topics are used to prevent reoccurrence; 投诉的主题被用于预防事故再发生;

  The related corrective actions are carried through;  已充分采取相关纠正措施;

  Operator’s feedback is given to the customer. 经营者的信息反馈给顾客。



9.3  Recall 召回

A formal recall procedure shall be documented so that customers can be informed immediately of any irregularities that may compromise feed safety. The recall procedure shall be regularly reviewed to ensure conformance with the quality manual and regulatory requirements and the Operator’s organization.

正式的召回程序应想成文件,以便顾客能够及时就可能危及饲料安全的任何违规情况得到通知。

应定期评审召回程序以确保与质量手册、法规要求以及经营者组织结构的符合性。

The recall procedure shall include requirements to: 召回程序应当包括的要求:

a) define and allocate responsibility for the recall process; 规定和指定召回过程的职责;

b) identify each batch of non-conforming product including consequences to other product

batches or raw materials throughout the entire process;

识别每一个不合格品批次,包括在整个过程中与其他产品批次或原料的关系;

c) identify the destination of affected batches; 识别受影响批次的最终去向;

d) notify customers of affected batches and coordinate product return;

通知顾客受影响批次并协调产品返回;

e) describe procedures for the handling and reassessment and/or disposal of recalled product(s) including segregation from other products and materials;

描述有关召回产品的处理、重新评估和/或包括与其他产品的材料隔离的处置的程序;

f) maintain records of product recall(s) and components from production and/or distribution to the affected customers.保持产品召回以及从生产和/或交付至受影响顾客过程中成分的记录;

Operators may also remove products from the market for reasons other than feed safety. These cases shall be handled in the same manner described here.

经营者也可以根据饲料安全以外的原因从市场撤回产品:这些情况应当按照上述描述的同样方式来处理。

召回程序应至少每年进行一次测试,以确保其效果。这种测试应形成文件并进行评价用以改进。

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