Summary
In short
- A complaint investigation record is a record used in KnowQuality that investigates a complaint back to the batch, line and shift that made the product. It is built against ISO 9001 cl.10.2 and forms part of the Nonconformance and Complaints programme.
- Started once the complaint is logged. Carried out by quality with production.
- The template holds 51 fields across 5 sections.
- ISO 9001 is quality management systems. The international standard for consistently meeting customer and regulatory requirements. Certifiable.
- It connects to the rest of the library: links Case, Traceability.
What it is
What it is
What is a complaint investigation record?
A complaint investigation record is a record used in KnowQuality that investigates a complaint back to the batch, line and shift that made the product. It is built against ISO 9001 cl.10.2 and forms part of the Nonconformance and Complaints programme.
When is a complaint investigation record completed?
A complaint investigation record is completed at the moment the event happens, rather than reconstructed afterwards. Started once the complaint is logged.
When to use it
When to use it, and when not to
This record is one step in a larger programme. Using it for work that belongs to a neighbouring template produces records that are hard to report on later.
Use it for
- The event or activity this record covers has occurred, or is about to
- A new record is needed; each one gets its own ID in the form CINV-2026-000
- You are running the Nonconformance and Complaints programme and this is one of its steps
- A linked record needs this one to exist: links case, traceability
Not for
- Customer Complaint Record, which records a complaint from a customer, with what they experienced and what they want.
- Complaint Response Record, which records what was said back to the customer, when, and by whom.
- Complaint Trend Review, which pulls together complaints over a period to show the patterns behind them.
- Anything outside KnowQuality, which belongs in the workspace that owns that process
Standards
What it is built against
ISO 9001Quality management systems
The international standard for consistently meeting customer and regulatory requirements. Certifiable.
ISOInternational Organization for Standardization
A voluntary international standard. Widely adopted, often required by customers, and certifiable where a management system standard.
FAQ
Frequently asked questions
What is the complaint investigation record template based on?+
It is built against ISO 9001 cl.10.2. ISO 9001 is quality management systems. The international standard for consistently meeting customer and regulatory requirements. Certifiable. ISO is international Organization for Standardization. A voluntary international standard. Widely adopted, often required by customers, and certifiable where a management system standard.
What sections does the complaint investigation record contain?+
There are 5 sections: header, traceability, production records reviewed, sample testing, conclusion. Together they hold 51 fields, 34 of which are required.
How often is a complaint investigation record raised?+
A new record is raised at the moment the event happens, rather than reconstructed afterwards. Each one is given an ID in the form CINV-2026-000, so it can be traced and referenced from other records.
Which programme does the complaint investigation record belong to?+
It is part of Nonconformance and Complaints. Product decisions made by quality, and complaints traced to a cause rather than answered politely.
Can the complaint investigation record template be changed?+
Yes. Every field, option, score and conditional rule is editable, and the links to other templates come with it. Most teams install it as it is, run it for a cycle, then adjust.
The agents
What the agents do with it
The form is the easy part. Keeping it current, routing it to the right owner and holding the evidence together is the work that actually slips.
Holds the complaint investigation record library against your registers, routes each record to its owner, and keeps the evidence trail together.
Coordinates the crew, rolls completion and exceptions into one view, and holds every write for your approval before it touches a record.
This template lives in KnowQuality — quality and food safety. HACCP, nonconformance, traceability, laboratory and customer complaints.
Sources
Sources
- ISO 9001 — Quality management systems
- ISO — International Organization for Standardization