APPENDIX II: PRODUCT AND PERFORMANCE INVESTIGATIONS AND CHECKLIST

1. General Considerations

Throughout this section, the terms complaint, claim occurrences, demands and suits are used interchangeably, meaning that a third party, usually a customer, is dissatisfied with a product or service, resulting in an alleged setback to his/her financial worth. These terms could also refer to bodily or personal injury suffered by an individual because of some alleged negligent act of the company. Customer complaints as well as general liability claims may occur from time to time. The successful handling of these complaints/claims may be dependent upon prompt, factual and inclusive information relative to the claim/complaint.

Prompt attention to a customer’s or complainant’s problem can usually prevent the problem from becoming serious. The manufacturer should stand behind its products. If in error, its policy should be to promptly settle the obligation created by its error. Complaints that are ignored or not properly handled may end up in litigation, which is costly. If there is an error in the formulation, the mill should pay the claim or will pay to prove the mill was not at fault. No complaint is too small. Denial of even the smallest complaint could cost the company unnecessary time, money, and aggravation. Every complaint should be handled so that the manufacturer is in a defensible position should litigation occur.

2. Product and Performance Investigation Files

Detailed, well documented files are crucial to claims defence and settlement. The quality assurance manager should be responsible for maintaining accurate and current information on the following files:

• Non-medicated investigation files.
• Medicated investigation files.
• Customer service reports.

The production manager should review the product investigation file weekly, to make sure claims are settled or satisfied.

3. Suggested Do’s and Don’ts in Handling Feed Investigations

Feed complaints should be handled quickly and completely. Two weeks may be too long. Advance planning for a specific course of action to take is a must. Outlined below are several ideas about the right and wrong way to handle product and performance investigations.

• Do take all complaints seriously from the very instant they are presented. Little complaints can develop into big complaints and into excessive legal claims in lawsuits.
• Do analyse the over-all situation thoroughly while the facts are fresh. Utilise a standard check-off list in order to cover all possible questions.
• Do call a knowledgeable veterinary or other aquaculture consultant for a third opinion as required, based on the nature of the claim.
• Do take a proper representative sample of the feed product in question. Sampling of the feed should be done according to the prescribed standards of the industry in an aseptic (sterile) manner. Sometimes it is possible to arrange for the feed control official to take the representative sample. Similarly, water samples should be taken at the farm as close to the time of the event as possible.
• Make sure to take pictures (colour slides preferably) of animals, feed facilities, losses and the farm/mill/pond/raceway at the time of the complaint. If sick and/or dead animals are involved, the on-site investigation should be done as soon as possible with the customer in attendance and a qualified aquaculture veterinarian representing the feed mill.
• Be extremely careful in handling and mailing samples. The use of registered mail is essential. The use of accredited laboratories is also essential.
• If the judgement is to stop feeding the product, pick up all questionable feed products immediately. Supply a new batch of fresh feed after completely analysing the formula, the quality control procedures and insuring that any feed tank is thoroughly cleaned out. Remember, picking up the feed is no admission of guilt, but is a good precautionary practice.
• Obtain prompt veterinary diagnosis. This may be confirmed with a second consulting veterinarian not associated with the customer. Remember that a qualified veterinarian should be involved at the beginning. It is well to have a veterinarian on retainer, anyway, to handle customer questions and to work with the nutritionist.
• Keep accurate records on the name, address and phone number of all parties involved.
• Keep an accurate chronology of all events; dates, times, weather, water conditions, etc.
• Obtain the exact description of the complaint. Document it with numbers, facts, and photographs as appropriate.
• Check the water source(s) for contaminants. Chemical and/or microbiological tests may be advisable.
• Do not procrastinate to settle a claim directly with the customer. If it is a salesman’s error in taking the order, a mistake by the truck driver in delivering to the wrong bin, a mistake at the plant in using the wrong formula, etc., report it to management immediately, and make the appropriate amendments promptly. This quick action may save a great deal of time, effort, and money, and above all, will retain the confidence and good will of the customer.
• Do not take “opportunist’s claims” lightly. Report them to management immediately. This may be a clue the individual is looking for a way out of paying an overdue feed bill.

The information contained in the Product and Performance Investigation Checklist below should be obtained.

AQUACULTURE PRODUCT AND PERFORMANCE INVESTIGATION CHECKLIST

Date of Complaint: ________ Customer’s Name: ____________________________________
Address: ____________________________________________________________________
Phone No.:_______________ Value of Complaint: __________________________________

Description of Complaint:

		Yes	No	Comment
1. Responded to complaint in 24 hours?		_____	_____	____________
2. Was a complaint investigation conducted?		_____	_____	____________
3. Was a field investigation conducted?		_____	_____	____________
If so,
	Were product samples taken from feeder, tanks?	_____	_____	____________
	Were water samples taken?	_____	_____	____________
	Were other ingredient samples taken?	_____	_____	____________
	Were pictures, movies or video taken?	_____	_____	____________
	Were pond/raceway conditions reported?	_____	_____	____________
	Were statements from employees taken? The delivery driver is especially important	_____	_____	____________
	Were lot numbers verified?	_____	_____	____________
4. Was a product recall considered?		_____	_____	____________
5. Were there sick or dead animals?		_____	_____	____________
If so,
	Veterinarian report obtained?	_____	_____	____________
	Veterinarian authorisation forms obtained?	_____	_____	____________
6. Completed production and delivery investigation report?		_____	_____	____________
7. Lab report for complaint sample(s) & water sample received?		_____	_____	____________
8. Called a product recall committee meeting?		_____	_____	____________
9. Contacted insurance company?		_____	_____	____________
10. If medicated feed, contacted drug company?		_____	_____	____________
11. Offer settlement?		_____	_____	____________
If so,
	Was it successful?	_____	_____	____________
	Was a release signed?	_____	_____	____________
	Is there evidence of a suit?	_____	_____	____________
12. Were there witnesses, if so who?		_____	_____	____________
13. Was a list made of other users of product?		_____	_____	____________
14. Was feed picked up?		_____	_____	____________
15. Were lot samples sent for analysis?		_____	_____	____________

Person completing check list:

Attach copies of all reports and documents to this sheet.