Summary
In short
- A complaint response record is a record used in KnowQuality that records what was said back to the customer, when, and by whom. It is built against ISO 9001 cl.8.2.1 and forms part of the Nonconformance and Complaints programme.
- Completed once the investigation reaches a conclusion. Sent by customer service with quality input.
- The template holds 34 fields across 5 sections.
- Scoring is response time, where high is good.
- 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.
What it is
What it is
What is a complaint response record?
A complaint response record is a record used in KnowQuality that records what was said back to the customer, when, and by whom. It is built against ISO 9001 cl.8.2.1 and forms part of the Nonconformance and Complaints programme.
When is a complaint response record completed?
A complaint response record is completed at the moment the event happens, rather than reconstructed afterwards. Completed once the investigation reaches a conclusion.
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 CRES-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
Not for
- Customer Complaint Record, which records a complaint from a customer, with what they experienced and what they want.
- Complaint Investigation Record, which investigates a complaint back to the batch, line and shift that made the product.
- 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 response record template based on?+
It is built against ISO 9001 cl.8.2.1. 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 response record contain?+
There are 5 sections: header, timing, what was said, related records, resolution. Together they hold 34 fields, 26 of which are required.
How often is a complaint response 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 CRES-2026-000, so it can be traced and referenced from other records.
Which programme does the complaint response 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.
How is a complaint response record scored?+
Scoring is response time. High is good. Scores exist to make the form tell you something, not to produce a percentage for its own sake.
Can the complaint response 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 response 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