Radiation Physics Division Quality Management System Guide RPD-G-04

COMPLAINTS

Version: 6.20 Page 1 of 4 Approval: AKT Effective Date: February 17, 2023

Purpose

The purpose of this Guide is to document the RPD protocol for the handling of 

complaints.

Scope

This Guide covers complaints for the services described in the RPD-QM-II only. 

Complaints directed to other services (e.g., special measurements) are recommended to 

be handled in a like manner.

Definitions

Complaint – A coherent written statement that expresses dissatisfaction with or calls into 

question any aspect of an RPD service covered by the RPD Quality Management System.

Equipment

N/A

Health & Safety Precautions

N/A

Protocol

Receipt of complaint

1. The RPD staff recipient of the customer feedback/concern, whether written, 

electronic or oral, is responsible for accurately categorizing the feedback as a 

complaint or a comment (see RPD Guide RPD-G-13). Consultations with RPD

managers and/or the RPD Quality Managers are encouraged. The complaint recipient 

shall initiate a Customer Complaint Report (Appendix RPD-G-04. A) and complete

the Complaint section. 

2. If received orally, the recipient shall consult with the customer to either obtain a 

written version directly from the customer (preferred) or verify the accuracy of the 

complaint recipient’s interpretation of the complaint as stated in the Complaint 

Description section. If more space is needed, additional pages should be attached to 

the Report.
Radiation Physics Division Quality Management System Guide RPD-G-04

COMPLAINTS

Version: 6.20 Page 2 of 4 Approval: AKT Effective Date: February 17, 2023

3. Attach any written complaint to the Report. If submitted by e-mail, print out the 

complaint or, for electronic reports, convert to an archival format such as PDF and 

attach it to the Report.

Determination of root cause(s) and corrective action

1. The report is then forwarded to the Group Leader who is responsible for determining 

the root cause(s). The job of determining the root cause may be delegated to someone 

experienced with the associated Procedure subject area.

2. Once the root cause(s) has been determined, the Group Leader will decide if 

corrective action is necessary.

3. If no corrective action is necessary, the reason for the decision will be documented on 

the Report and signed by the Group Leader and Quality Manager.

4. Results of the investigation, corrective actions taken, and conclusions must be 

documented in the appropriate sections of the Report.

Report approval and distribution

1. The electronic report is then forwarded to the Division Chief to be reviewed and 

approved.

2. An electronic Customer Complaint Report is provided to the customer, by the Quality 

Manager. One copy is placed in the customer file and another is filed by Quality 

Manager in the QMS in a folder named QMIIIActionforms.

3. To acknowledge satisfaction with the report, the customer can digitally sign the 

complaint form and return to the Quality Manager for inclusion in the complaint file, 

but the date of the email to the customer is considered the close date, unless there is 

additional response. The Quality Manager shall resolve any dissatisfaction expressed 

by the customer and may call on the Group Leader or staff to assist in achieving 

customer satisfaction. These additional efforts to achieve customer satisfaction shall 

be documented and attached to the original report and considered to be the conclusion 

of the complaint handling process.

4. If the complaint involves the Quality Manager, then the Deputy Quality Manager or 

appropriate Group Leader will process steps 1 to 3.

Acceptance Criteria

The report is accepted after the Division Chief signature is recorded, the customer has 

been notified, and the complaint has been resolved.
Radiation Physics Division Quality Management System Guide RPD-G-04

COMPLAINTS

Version: 6.20 Page 3 of 4 Approval: AKT Effective Date: February 17, 2023

References

N/A

Records

Customer Complaint Report

Filing and Retention

The Quality Manager shall place the original Customer Complaint Report, the signed 

copy, and all supporting documents in the Division complaint file. These documents 

shall be retained indefinitely.
Radiation Physics Division Quality Management System Guide RPD-G-04

COMPLAINTS

Version: 6.20 Page 4 of 4 Approval: AKT Effective Date: February 17, 2023

Appendix RPD-G-04. A

CUSTOMER COMPLAINT REPORT

COMPLAINT:

CUSTOMER _________________________________________________________________

CUSTOMER ADDRESS _______________________________________________________

CUSTOMER CONTACT PERSON ________________________________________________

PHONE _______________ FAX ________________ E-MAIL _______________________

RECEIVED BY ____________________ DATE __________ 

NIST STAFF ASSIGNED TO ADDRESS COMPLAINT_______________________________

Order (Test) Number (if relevant) _________________________________________________

COMPLAINT DESCRIPTION:

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

ROOT CAUSE:

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

INVESTIGATED BY ______________________________ DATE _____________________

CORRECTIVE ACTION OR RESPONSE:

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

PREPARED BY ___________________________________ DATE ____________________

Reviewed by: ______________________________ (Group Leader) Date: _______________

Reviewed by: ______________________________ (QS Manager) Date: _______________

Approved by: ______________________________ (Division Chief) Date: _______________

Customer receipt: ___________________________ (Customer) Date: _______________

Attachment(s): _____________________________