Complaint Handling

Manage Issues and Complaints through Time-critical Tasks

Grand Avenue’s Complaint Handling module helps capture, track and manage product or service issues and complaints.   
Prioritize, investigate, report, code, and trend issues and complaints.

Search and Chart features in Grand Avenue help visualize and detect trends on issues and complaints.

Commonly viewed charts may be saved for rapid future access. Information may also be exported to Excel or analyzed in external analytical tools such as Power BI.

IMPORTANT DECISIONS – TRACKED

Important Compliant Handling decisions are summarized in a Decision Summary Table.

Summaries of important decisions provide institutional memory of what happened, what was decided, and why.

Complaint Handling from Grand Avenue

Out-of-the-box Functionality

  • Web-based submission of Issues.
  • Automated links between Issues, CAPAs and Complaints.
  • Review of Issues to determine proper disposition: CAPA, complaint, log as an Issue.
  • Flexible investigation workflow with activity log of research, evidence and data.
  • Tracking of reporting tasks and timelines.
  • Site defined coding fields for Issues and Complaints.
  • Charts, reports and trends created based upon system data fields and customer coding fields.
  • Workflow-driven due dates and reminders based upon the overall schedule.
  • Flexible search of Complaints and Issues.
  • Integrated storage of Issues, Complaints, documents, evidence, results, findings, and reports.

Grand Avenue’s Complaint Handling module integrates with the CAPA module, allowing seamless tracking and resolution of complaints. When an issue is identified, it can trigger a CAPA workflow to ensure corrective actions are taken, documented, and resolved efficiently to maintain compliance.

Grand Avenue’s Complaint Handling module centralizes the tracking of product issues, integrates seamlessly with the CAPA module, and provides a comprehensive audit trail. It allows for efficient issue documentation, root cause investigation, and ensures that complaints are resolved promptly to meet compliance standards.

Grand Avenue offers visual dashboards, customizable reports, and data analytics tools to help identify trends and patterns in complaints. These features enable companies to quickly spot recurring issues, assess risk, and take action to improve product quality and customer satisfaction. Furthermore, exporting metadata from GAS to csv files for customized pareto charts is available on all modules.

Grand Avenue’s Complaint Handling module offers automated workflows for complaint submission, review, and resolution. It includes real-time tracking of complaint status and generates customizable reports for compliance audits and internal reviews, ensuring streamlined complaint management.