Purpose
To determine effective arrangements for communicating with customers in relation to product information, enquiries, contracts or orders, customer feedback and complaints.

Procedure
(This document lists some generic responses.  Your specific internal response should be framed around these or detailed accordingly)
[enter-your-company-name-here] has established and implemented procedures for communicating with customers as follows;

Product information requests;
A suitably qualified person shall assemble the relevant information and transmit this by means of; 
•	Pro-forma letter or brochure by post or fax
•	Email
•	Telephone

Enquiries, contracts or order handling, including amendments;
All communications with respect to these matters shall be in accordance the procedure detailed in 7.2.2 - Review of requirements related to the product

Customer feedback, including customer complaints
Feedback from the customer, including customer complaints, may be received by; 
•	Telephone
•	Email
•	Fax
•	Letter
•	Internet
•	Verbal communication

Except in minor instances, all feedback shall be acknowledged in writing within 24 hours. A minor instance may include a problem where there is no lasting effects such as a one off late delivery.
Any response to the customer shall include the timing for resolution.
If the complaint is as the result of a Quality System failure or warrants a detailed investigation, then a Corrective Action Request (CAR) shall be raised and the matter handled in accordance with the procedure 8.5.2 - Corrective Action.  
Feedback from the customer should be included in any documentation associated with the CAR.