Register

Customer complaints and feedback register - ISO 9001:2015 (international)

A register for documenting customer complaints and feedback, ensuring systematic recording, investigation, and follow-up in line with ISO 9001:2015 requirements.

Fill it in online - free, no account needed. 19 questions.

What it is for

This template provides a structured way to record and manage customer complaints and feedback.

The full question list

1. Complaint or Feedback Details

  1. Date and time the complaint or feedback was received *
  2. Name or identifier of the customer providing feedback *
  3. Contact information for the customer (email, phone, or address)
  4. Detailed description of the complaint or feedback received *
  5. Is this entry classified as a formal complaint? *
  6. Category of the complaint or feedback *
  7. Was the customer's perception of the extent to which their expectations have been met determined? *

2. Investigation and Resolution

  1. Name of the person responsible for investigating this entry *
  2. Summary of how the complaint or feedback was investigated *
  3. Date the investigation was completed *
  4. Description of the response sent to the customer *
  5. Date the response was sent to the customer *

3. Corrective Action and Follow-up

  1. Was a corrective action raised as a result of this entry? *
  2. Reference number(s) of any associated corrective action(s)
  3. Is there documented evidence that the customer confirmed satisfaction with the outcome? *
  4. Any additional notes or comments regarding this entry

4. Sign-off

  1. Name of person completing this register entry *
  2. Date this register entry was completed *
  3. Signature of person completing this register entry *

References

How the score works

The score is the share of scored questions that pass. N/A is left out of the score; text, dates and signatures are recorded but not scored. A completed template is a record of what you checked; it is not an inspection by a regulator or an accreditation body.

Questions

What is the purpose of this register?

This register helps organizations systematically capture, track, and manage customer complaints and feedback, which is a key requirement for quality management systems like ISO 9001:2015.

How often should entries be made?

Entries should be made for every instance of customer complaint or feedback received, as soon as it is identified, to ensure timely processing and accurate record-keeping.