Guidelines for In-Service Problem Reporting

Users of qualified products should report failures, discrepancies, and quality problems to PRI.  PRI shall notify the QPG and the manufacturer of the problem. 

The manufacturer shall be required to respond to the notification in a written reply describing the source of the problem.  The QPG shall review the information and recommend a course of action to resolve the problem. 

In the case of repetitive complaints from the users to PRI on the performance of a qualified product, the QPG shall request corrective action from the manufacturer and proof that the corrective action resolved the quality problems.  Corrective action may include a PRI audit at the place of manufacture. 

After consideration of the corrective action and the audit report, if required by the QPG, PRI shall notify the manufacturer of any further necessary action.

 For more details see the applicable program document.