Customer Complaints

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Products and/or services offered

Pacmetal Services supplies highly decorated, coated and plain tinplate and aluminium ready for use by local and international packaging manufacturuers. Major printing designs include Wattyl, Dulux, Continental, Kraft, Nestle, Cadbury, Schweppes, Cottees, CC's and a large variety of others.

Types of customers internal and external

A majority of Pacmetal Services customers are internal customers. Generally the plain, coated or decorated tinplate is shipped to the customer (usually NCI) where it is slit, cut or formed into tins, pails, lids etc and then shipped again to the final customer to fill with the product as labelled.Order Custom Customer Complaints paper

Internal customers for Pacmetal Services (Vic) include all NCI and other Pacmetal plants.

NCI Avondale (NZ)

NCI Christchurch (NZ)

NCI Panmure (NZ)

NCI Wellington (NZ)

NCI Bayswater (Vic)

NCI Belmont (WA)

NCI Engineering (Vic)

NCI Tullamarine (Vic)

NCI Fiji

NCI Gepps Cross (SA)

NCI Head Office (Vic)

NCI Papua New Guinea

NCI Preston (Vic)

NCI Rocklea (Qld)

NCI Thornleigh (NSW)

Pacmetal Glendenning (NSW)

Pacmetal Meadowbank (NSW)

Major External customers for Pacmetal Services (Vic) are as follows. Once again these customer will form the tinplate into the cans / containers necessary and forward to the final customer.

ACI Closures

Sonco

Alcoa

Visypak

Beaver Metals

Identify the types of complaints that require resolution

Major complaints are concerned with products failing IFOT (In full on time). If the product is not able to be produced by the date specified the customer will submit a complaint, generally over the phone. Since the production process is quite a long one, going from printing the design, to forming the can/container, to filling the can/container etc, if one process is delayed it follows through to the end customer.

Other complaints come from faults in the print design or damage to the tinplate. If quality testing fails to recognise faults, eg through film weights, MKF rubs, copper sulphate testing, cross hatch and compound adhesion etc, the product may be sent to the customer where the fault will be recognised when they begin their process. The customer may send the product back for sorting or request a credit for the cost of the tinplate and other associated costs.

Problems can occur in the following areas

Sheeting

- Rust - Gauge - Pinhole

- Dents - Tail Damage - Edge Damage

- Bow - Tinflow - Oil

- Crossbow - Edge Wave - Miscellaneous

Coating

- Size

- Lacquer General Line

- Lacquer Food

- Key Coat

- White

- Coloured Coating

- Varnish Standard

- Varnish Coloured

Printing

- Registration

- Colour Variation

- Catch Up

- Scum

It is ideal that any faults in the product are identified prior to it being shipped to the customer. When Items are found to be non-conforming (i.e. where the item is such that it would affect the quality of the product received by the Customer) it is put in the Hold Out Area to prevent it from unintended use. When reviewing items on hold, the Quality Assurance Officer will look at the reason why the items are on Hold, the quantity affected and the affect that the items non-conformance will have on the quality of any product received by the Customer containing the item. This will assist in determining which corrective actions to carry out

Rework to meet the specified requirements.

Accept with or without repair with a concession,

Accept regraded for alternative application.

Reject or Scrap.

Outline communication strategies undertaken in order to resolve complaints

Customer Complaints are issued to the Quality Supervisor and a System Improvement Request Report (see following page) is subsequently raised. This involves investigating the problem and where possible finding a "Root Cause". The System Improvement Request Status Log acts as an index of the System Improvement Requests made. The date the customer advised and the date the request is completed is listed. At the end of every month all customer complaints are summarised on the form S.I.R.R Analysis for the Month and are reviewed in the Management Review Meeting by the manager and staff.

Detailed discussion with the customer usually on the phone results in reaching some agreement as to how to handle the situation.

In the unlikely event that a defect was detected in a job after dispatching the job to the customer, a product recall would be made. This might require the customer returning part of or the entire job to be sorted.

If as a result of any non-conforming product the delivery date is going to be adversely effected, the Operations Manager or Team Leader are to take steps, where possible, to achieve the delivery date. Where the delivery will not be achieved the customer is to be notified and a contract review may be required.

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