All Farm Base

Complaint Handling

Producers are required to implement a documented complaint handling procedure to deal with all received complaints relating to issues covered by GLOBALG.A.P.

All complaints must be recorded and followed up, and actions taken with respect to such complaints must be documented. Complaints may result from customer dissatisfaction, non-conforming quality or safety of a product, or dissatisfaction of service or farming practice.

Complaint Management

Receiving complaints is not considered a non-conformance. However, the way complaints are handled and how the information is used to prevent it from happening again is very important. (AF 7.1)

Question (QQAF048)
What type of complaints must be recorded?
Complaints from neighboring farms relating to poor farming practices on the farm that wants to be certified.
Complaints from workers e.g. health and safety concerns.
Complaints from workers relating to wages.
Complaints from customers who are not satisfied with the quality of the product.
Correct!
Incorrect!

A documented complaint procedure must be available to sufficiently record and act on any complaints relating to the GLOBALG.A.P. IFA Standard. Worker wages are not covered by the standard.