Complaints and recalls 投诉和召回

14.1 Principle 条例

14.1.1 All complaints that fall within the scope of these guidelines and are communicated to the plant should be reviewed, investigated and followed-up on, as appropriate.

属于本规范范围内的所有的投诉，都要传达给工厂加以审查，调查和跟踪。

14.1.2 When a product recall decision is made, appropriate steps should be taken to complete the recall within the scope of these guidelines and to implement corrective action.

当决定召回产品，要根据程序规定的步骤来完成召回，并采取纠正措施。

14.1.3 In the case of contracted operations, the contract giver and acceptor should agree on the process for managing complaints (see 12.1).

如果涉及外包过程，合同供方和合同受方应在合同里就处理投诉方面达成共识。

14.2 Product complaints 产品投诉

14.2.1 Authorized personnel should centralise all complaints.

授权的人员收集所有投诉

14.2.2 Any complaints concerning a product defect should be kept with the original details and follow-up information.所有

关于产品缺陷的投诉应保持原始细节和跟踪信息。

14.2.3 Appropriate follow-up on the concerned batch should be completed.

有关批次的跟踪行动要持续，并完成。

14.2.4 Complaint investigations and follow-up should include:

投诉调查和跟踪应包括：

a)steps to prevent recurrence of the defect;避免缺陷再次产生而采取的措施。

b)checking other batches in order to determine whether they are also affected, where appropriate.适用时，检测其它批次以

确定是否受到影响。

14.2.5 Complaints should be reviewed periodically to check for trends or recurrence of a defect.应定期评审投诉信息以审

核缺陷趋向和再发生的可能性。

14.3 Product recalls 产品召回

14.3.1The authorized personnel should coordinate the recall process.授权人员负责协调召回的过程。

14.3.2Product recall operations should be capable of being initiated promptly and in a timely manner.召回程序要迅速启动并及时实施。

14.3.3The appropriate authorities should be notified of recalls which could have an impact upon consumer safety.当召回产品对消费者安全造成影响时应通知官方。

14.3.4Recalled products should be identified and stored separately in a secure area while awaiting a decision.  当未决定怎

么处理时，召回产品应当被标识并隔离在安全区域。

14.3.5 The product recall process should be periodically evaluated.召回程序需要定期评估。