When the auditor asks "show me a customer complaint and what you did about it", you open one ticket: capture, disposition, root cause, corrective action, verification and closure — with evidence attached and every status change retained. That is Fast Complaint Software.
The week before the audit, someone reconstructs the complaint register from emails and memory. Half the complaints were never logged; the other half have no closure evidence.
The nonconformity was fixed for this customer — but there is no root-cause record, so the auditor rightly asks: what stops it happening again?
The same person who handled the complaint marks it closed. Effectiveness is never reviewed by anyone else — a direct gap against 10.2.1(d).
Clauses 8.7.2 and 10.2.2 both demand retained documented information. A spreadsheet row with a "closed" cell shows nothing about what was decided, by whom, or when.
Each stage of the complaint lifecycle in Fast Complaint Software corresponds to a specific requirement of clause 8.7 (control of nonconforming outputs) and clause 10.2 (nonconformity and corrective action).
An ISO 9001 surveillance audit of complaint handling follows a predictable script. With Fast Complaint Software, each question is answered by a record that already exists.
Clause 8.7 requires nonconforming outputs to be identified and controlled, with the disposition and the authority who decided it recorded. Every customer-reported nonconformity enters Fast Complaint Software as a numbered ticket that identifies the item or order concerned, records the correction and containment taken, and holds the deciding owner on the record. See complaint ticketing for the mechanics.
Clause 10.2.1(b) asks you to evaluate the need for action by reviewing the nonconformity, determining its causes, and checking whether similar nonconformities exist. The structured 8D investigation does exactly that — fishbone analysis, cause categorisation, and a Past Trouble Database that checks prior similar cases and their countermeasures.
The single most common complaint-handling audit finding is closure without verification. In Fast Complaint Software the Release step is a controlled approval: a supervisor — not the handler — reviews the resolution and its effectiveness before the complaint moves to closed. The verifier, the date and the decision are retained on the record.
Clauses 8.7.2 and 10.2.2 require retained documented information — the nonconformity, the actions taken, concessions, the deciding authority, and the results of corrective action. Because every complaint is a first-class document on the platform, its attachments, notes, status history and a write-level audit trail are retained automatically. Nobody maintains a parallel binder.
Fast Complaint Software covers the customer-facing side of your QMS. On the same platform, Fast Quality carries the full 8D/CAPA, APQP and inspection toolset, and Fast Audit runs internal audit plans, checklists and findings. Complaint feedback also feeds the Customer Satisfaction Index — your clause 9.1.2 customer-perception evidence. Each product stands alone; together they close the QMS loop.
Every nonconformity a numbered ticket against the item or order, with description, category, priority and owner — documented information from minute one.
Fishbone, cause categorisation, Problem Solving Report and Past Trouble Database — the 10.2.1(b) evidence auditors ask for, produced by the workflow itself.
The controlled Release step separates handler from verifier and reviews effectiveness before closure — 10.2.1(d) by design, not by discipline.
Attachments, notes, full status history, a before/after audit trail and a user activity log — 8.7.2 and 10.2.2 retention handled automatically.
Priorities, due dates, ageing views and escalation alerts keep the corrective-action process moving between audits — not just before them.
Scheduled post-resolution feedback and a rolled-up Customer Satisfaction Index give you standing evidence of customer-perception monitoring.
Nonconformities are identified as numbered tickets against the item or order, with disposition and containment recorded and the description, evidence and deciding authority retained.
React and contain, determine root cause by 8D, implement and spread corrective action, review effectiveness at Release, and retain evidence — each step is a stage of the workflow.
No. Closure requires the supervisor Release step — a different person verifies resolution and effectiveness, and the verification is retained on the record.
One ticket showing capture, disposition, root cause, corrective action, verification, status history and the audit trail — plus MIS summaries and the CSI.
Same platform: Fast Quality carries deep 8D/CAPA tools, Fast Audit runs internal audits. Each works standalone; together they close the QMS loop.
No — any ISO 9001 organisation handling customer complaints can use it. Manufacturers get extra depth via the warranty workflow.
Field failures and returned parts logged against customer and item, with 8D root cause and horizontal deployment.
Learn moreInstallation, breakdown and preventive service visits scheduled to engineers, followed to completion and invoiced.
Learn moreOne queue for IVR, WhatsApp and email complaints — SLA dashboards, ageing views and CSI tracking.
Learn moreThe corrective-action engine behind clause 10.2 — fishbone, past troubles, horizontal deployment and change requests.
See the featureA 30-minute demo — we take one of your real complaint scenarios through capture, 8D, Release and the retained evidence an auditor would ask for.
