Effective Complaint Handling & Product Recall Protocol

This criterion assesses the organization's effectiveness in handling customer complaints and managing product recalls in a just, transparent, and welfare-oriented manner. It evaluates the existence of a clearly defined and documented protocol for addressing customer grievances, investigating product defects, and executing recalls when necessary. The protocol must include a mandatory 'Complaint-to-Safety Signal' decision tree and risk matrix (severity × likelihood × detectability) with clear triggers for stop-sale, regulator notification, and public recall. It requires a written Delegation of Authority (DoA) empowering coordinators to enact immediate stop-sale/quarantine measures to minimize harm (la ḍarar). The system must ensure end-to-end traceability (batch/lot level) capable of identifying affected stock/customers within 4 hours (2 hours for food). It mandates a 'Vulnerability Support SOP' to identify and assist vulnerable customers, ensuring equitable access to remedies. The organization must uphold the prohibition of deception (ghish) through transparent disclosure and prohibit internal concealment via a protected speak-up route. The process includes a formal two-stage complaint resolution pathway with ADR signposting, periodic mock recall drills with specific performance metrics, and strict adherence to data protection (UK GDPR) and statutory duties (GPSR, Food Safety Act, CRA 2015).