Aerosol: SOP for Investigating Complaints Related to Aerosol Products – V 2.0

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Aerosol: SOP for Investigating Complaints Related to Aerosol Products – V 2.0

SOP for Investigating Complaints Related to Aerosol Products

Department Aerosol
SOP No. SOP/Aerosol/164/2025
Supersedes SOP/Aerosol/164/2022
Page No. Page 1 of Y
Issue Date 06/02/2025
Effective Date 16/02/2025
Review Date 06/02/2028

1. Purpose

The purpose of this Standard Operating Procedure (SOP) is to outline a systematic approach for investigating and addressing complaints related to aerosol products. Proper handling of complaints ensures customer satisfaction, regulatory compliance, and continuous improvement in product quality.

2. Scope

This SOP applies to all complaints received regarding aerosol products, including product defects, safety concerns, packaging issues, labeling errors, and customer dissatisfaction. It covers the process from complaint receipt to resolution and corrective action implementation.

3. Responsibilities

  • Customer Service Team: Responsible for logging customer complaints and forwarding them to the Quality Assurance (QA) team for investigation.
  • Quality Assurance (QA) Team: Responsible for conducting complaint investigations, analyzing root causes, and implementing corrective and preventive actions (CAPA).
  • Production Team: Responsible for reviewing manufacturing processes if complaints are related to production errors.
  • Regulatory Affairs Team: Responsible for reporting serious complaints to regulatory authorities if required.
  • Warehouse and Logistics Team: Responsible for assessing storage and distribution issues if complaints are related to product handling.
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4. Accountability

The Quality Assurance (QA) Manager is accountable for ensuring that all complaints related to aerosol products are investigated, documented, and addressed

according to this SOP.

5. Procedure

5.1. Receiving a Complaint

  1. All complaints must be documented in the Customer Complaint Log (Annexure-1).
  2. Customer complaints can be received through:
    • Phone calls
    • Emails
    • Website feedback forms
    • Retailer or distributor reports
  3. The Customer Service Team should collect the following information:
    • Product name and batch number
    • Nature of the complaint
    • Customer details (name, contact information)
    • Date of complaint

5.2. Classifying the Complaint

  1. QA should classify the complaint based on severity:
    • Critical: Safety-related issues, contamination, major formulation defects.
    • Major: Labeling errors, incorrect packaging, functional issues.
    • Minor: Cosmetic issues, customer dissatisfaction without safety concerns.
  2. Critical complaints must be escalated to senior management and regulatory authorities if required.
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5.3. Investigating the Complaint

  1. QA must conduct an investigation within 7 working days.
  2. Review the batch manufacturing records (BMR) and test reports to identify any deviations.
  3. If required, collect retained product samples for evaluation.
  4. Interview production staff or logistics personnel if the issue is related to handling or distribution.

5.4. Root Cause Analysis

  1. Identify the root cause using tools such as:
    • Fishbone Diagram
    • 5 Whys Analysis
    • Failure Mode and Effects Analysis (FMEA)
  2. Record the root cause analysis in the Complaint Investigation Report (Annexure-2).

5.5. Implementing Corrective and Preventive Actions (CAPA)

  1. Based on the root cause analysis, corrective actions should be implemented to resolve the issue.
  2. Preventive actions should be developed to ensure similar complaints do not arise in the future.
  3. CAPA activities should be documented in the CAPA Log (Annexure-3).

5.6. Closing the Complaint

  1. Once corrective actions are implemented, QA should verify their effectiveness.
  2. Update the Customer Complaint Log with the resolution details.
  3. Notify the customer about the outcome of the investigation if applicable.
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6. Abbreviations

  • GMP: Good Manufacturing Practice
  • QA: Quality Assurance
  • SOP: Standard Operating Procedure
  • CAPA: Corrective and Preventive Action
  • BMR: Batch Manufacturing Record
  • FMEA: Failure Mode and Effects Analysis

7. Documents

  1. Customer Complaint Log (Annexure-1)
  2. Complaint Investigation Report (Annexure-2)
  3. CAPA Log (Annexure-3)

8. References

  • Good Manufacturing Practice (GMP) Guidelines
  • ISO 9001 – Quality Management Systems
  • FDA Consumer Complaint Handling Regulations

9. SOP Version

Version: 2.0

10. Approval Section

Prepared By Checked By Approved By
Signature
Date
Name
Designation
Department

11. Annexures

Annexure-1: Customer Complaint Log

Complaint ID Product Name Batch Number Complaint Type Status
CC-12345 Aerosol Spray BN-67890 Valve Malfunction Under Investigation

Annexure-2: Complaint Investigation Report

Complaint ID Investigation Findings Root Cause Corrective Actions
CC-12345 Improper sealing detected Machine calibration issue Recalibrated equipment

Annexure-3: CAPA Log

CAPA ID Description Responsible Person Implementation Date
CAPA-001 Routine calibration schedule added QA Manager 10/02/2025

12. Revision History:

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