F-Q10 Significant Problem / Incident / Complaint Form
| File Reference : | F-Q10 Significant Problem / Incident / Complaint Form |
This form takes a significant problem, incident or complaint from first report through action to final review, so every issue leaves a clear trail from raising to closure.
This form template is supplied in fully editable MS Word format and can be easily customised and edited. The document uses pre-defined style formatting throughout, with all text in Calibri font for improved readability.
The following document labelling is included in the footer:
- Form number and title
- Information-classification
- Version
- Page number / total pages
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Further guidance on nonconformity and corrective action:
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Significant Problem, Incident and Complaint Form Template
The Significant Problem, Incident and Complaint Form records one issue from start to finish. It captures who raised it, what happened and where, any containment action, the corrective or preventive action taken or concession obtained, and a final review that confirms the action worked before the issue is closed.
It supports ISO 9001 clause 10.2 on nonconformity and corrective action, and clause 8.7 where a concession is agreed for a nonconforming output.
Three Versions in One Download
Each version follows the same raise, action and review flow - pick the layout that suits how your team works.
- F-Q10 - the standard layout: an issue summary with ID number, customer, job, process or area and any containment action; an action section with who it is assigned to, due date or priority, details of the action and date completed; and a final review of cause and effectiveness, with a prompt for any further action and the date closed.
- F-Q10 V2 - splits the action section into separate entries for containment, root cause analysis, corrective action and preventative action, each with its own completed by and date, followed by a single verification and closure entry.
- F-Q10 V3 - a shorter, prompt-led layout with no ID number or customer field: issue summary, finding (the result of the issue), corrective action or concession to put it right, preventative action to stop it happening again, and a final review with the date closed.
Built for Corrective Action and Continual Improvement
The form keeps the whole life of an issue in one record, from first report to closure.
- Captures containment action, so the immediate problem is dealt with before the cause is investigated.
- Separates corrective action (putting it right) from preventative action (stopping it happening again).
- Records who owns each action and when it is due or completed, so open issues are easy to follow up.
- Asks for verification that the action was effective before the issue is closed.
- Gives management review a clear record of problems, incidents and complaints and how each was handled.
What's Included in this Problem, Incident and Complaint Form
The sections below are taken from the forms, with the version noted where a section belongs to one layout.
- Issue Details - date and raised by on every version, with an ID number on F-Q10 and F-Q10 V2.
- Customer / Job / Process / Area - where the issue arose (F-Q10 and F-Q10 V2).
- Issue Summary - a description of the issue; F-Q10 and F-Q10 V3 also record any containment action taken here.
- Action - corrective or preventative action taken or concession obtained, assigned to, due date or priority, details of the action and date completed (F-Q10).
- Containment, Root Cause Analysis, Corrective and Preventative Action - separate entries, each with completed by and date (F-Q10 V2).
- Finding - what the result of the issue was (F-Q10 V3).
- Corrective Action / Concession and Preventative Action - what needs to be done to put the issue right and to stop it happening in future (F-Q10 V3).
- Final Review - verification that the action taken was effective and the issue closed, with who reviewed it and when; F-Q10 adds a review of cause and any further action required.
Who Needs a Problem, Incident and Complaint Form?
Any business running ISO 9001 or an integrated management system that wants a simple way to record customer complaints, internal problems and incidents. Quality managers, operations managers and small business owners use it when an issue is serious enough to need a recorded investigation and sign-off, rather than a single line in a log.
Included in Every alphaZ ISO Toolkit
This form is part of the ISO 9001 Toolkit and, because handling nonconformity is a requirement of every standard, is included in every alphaZ ISO toolkit.
Pairs with the Improvement Request
Where an issue points to a better way of working rather than a fault, capture it on the F-Q16 Improvement Request, and track the resulting actions on the F-Q28 Actions Register.