Complaint register
Consumer complaint register. Complaints are an input signal for HACCP. Each one is recorded, investigated and closed with a corrective action.
What this log is for
The complaints log is a simple way to avoid losing guest feedback. WeSetup routes the complaint to a manager; if it recurs, it automatically opens a CAPA with a responsible person and deadline.
How it looks in the system
What a completed log looks like
The same file the service provides to an inspector. The data is fictional: the organization “Ромашка” and five employees.
What gets recorded
- Complaint date and channel (verbal, feedback book, website, social media)
- Nature of the complaint
- Investigation result
- Action taken
Regulatory basis
- Russian Federation Law No. 2300-I “On Consumer Protection”
- The complaint is linked to a CAPA ticket and automatically becomes a source of corrective measures.
Questions and answers
What should I record in Complaint register?
Required fields: Complaint date and channel; Nature of the complaint; Investigation result; Action taken. An empty field is equivalent to an incomplete log for an inspector, so use a dash deliberately and include an explanation.
How often should I complete Complaint register?
According to the HACCP plan: the frequency is set when describing the control point and justified in the plan itself.
Which document requires Complaint register?
Russian Federation Law No. 2300-I “On Consumer Protection”. Include the regulatory reference on the title page so the inspector can immediately see why the log is kept.
Can I keep Complaint register electronically?
Yes. SanPiN 2.3/2.4.4282-26 does not require paper: the important points are being able to see who made an entry and when, and preventing unnoticed retrospective changes. For an inspection, print the electronic log for the required period.
How long should I keep Complaint register?
Inspectors usually request records for the last 12 months, so one year is a practical minimum. Keep logs connected with a food poisoning investigation or a complaint until the proceedings are closed.