Complaint and Suggestion Management Procedure

Complaints or suggestions must be submitted in writing and sent to the electronic mailbox (buzon@silm.com.mx). The analysis of complaints is included in management reviews.

The Business Development department will communicate with the client via email following the complaints handling process diagram (Figure 1).

Steps in Handling Complaints and Suggestions:

1. Submission of Complaint or Suggestion:

   • Clients have up to three business days to file a complaint or suggestion.
   • Business Development personnel must prepare a report using form F3-PGI-09.

2. Complaint Analysis:

   • The General Director, in collaboration with Business Development and the Management System Officer, reviews the circumstances that led to the complaint or suggestion.
   • If necessary, they involve other personnel to conduct a detailed analysis and determine if the complaint is valid.

3. Resolution for Non-Valid Complaints:

   • If the complaint is deemed non-valid, the General Director or an appointed representative communicates directly with the client to explain the analysis results and conclusions.
   • If applicable, corrective actions are discussed, and the issue is considered resolved.

4. Resolution for Valid Complaints:

   • If the complaint is valid, the General Director assigns personnel to apply the corrective action procedures PGI-24 and PGI-04.
   • The root cause is analyzed, corrective actions are selected, implemented, and verified for effectiveness.
   • If the issue involves laboratory activities, the Laboratory Manager ensures the complaint is addressed according to PGI-24 and PGI-04.

5. Client Communication:

   • A representative not involved in the origin of the complaint will communicate with the client to present the conclusions and proposed actions.
   • Follow-up is conducted until the client is fully satisfied.

6. Closure:

   • Once corrective actions are completed, the complaint is closed, and the client is thanked for their contribution to continuous improvement.

Legal Framework:

• Complaint management follows Article 163 of the Quality Infrastructure Law, which requires responding to claims within 10 business days and notifying the affected party, with copies sent to relevant regulatory authorities if applicable.
• If the response is unsatisfactory, Article 164 allows the affected party to file a written appeal to the appropriate regulatory authority, attaching supporting documents.
• The regulatory authority will notify SILM, which must respond with a justification within 10 business days.
• Based on SILM’s report, the Secretariat or regulatory authority may request a reconsideration, revoke or confirm the response, and apply any necessary sanctions.

SILM will keep complaints accessible for review by competent authorities.