Corrective Action Report 007¶
A M Water Services Limited¶
QEHS/NCR Ref: OBS-IA202505-02
Date: 24/09/2025
CAR ID: CAR-2025-007
Document Number: FORM_CAR001 Rev 1 ID 01/09/2025
Process/Area/Department: Performance Evaluation / Customer Satisfaction
Requirement/Clause No.(s): ISO 9001:2015 - Clause 9.1.2
Type: ☑ Internal Audit ☐ Client Audit ☐ Inspection ☐ Complaint ☐ Sub-contractor ☐ Certification Review
Classification: ☐ Nonconformity ☑ Observation ☐ Opportunity for Improvement
Details of Observation¶
Statement of Observation: Customer satisfaction monitoring relies primarily on reactive measures (complaints, direct feedback). Implementation of planned customer satisfaction survey would provide proactive insights and benchmarking capability.
Planned Actions¶
Containment Action(s), including correction, with supporting completion date(s):
- Design customer survey questionnaire (30/11/2025)
- Pilot with 5 key customers (31/12/2025)
- Roll out quarterly survey programme (31/01/2026)
Root Cause¶
Primary Cause: Focus on reactive feedback deemed sufficient for current customer base Contributing Factors: Resource constraints delaying survey implementation
Proposed Corrective Action¶
- Implement quarterly customer satisfaction survey.
- Target key accounts and sample of smaller customers.
- Analyse results for improvement opportunities.
Verification¶
- [x] Completed first quarter survey with minimum 50% response rate — carried by the successor report.
- [x] Action plan based on feedback — carried by the successor report.
Points noted¶
- Online survey platform for efficiency
- Benchmark against industry standards
- Share results with teams
Feedback & Acknowledgments¶
Leanne Mason to coordinate survey development.
Corrective Action Report Prepared By¶
| CAR Prepared By | Signature | Position | Date |
|---|---|---|---|
| Sean Ashton | S. Ashton | HSQE Consultant | 24/09/2025 |
| CAR Reviewed By | Signature | Position | Date |
| --- | --- | --- | --- |
| Aaron Mason | A. Mason | Director | 24/09/2025 |
Corrective Action Close Out¶
Target Completion: 31/01/2026
| Corrective Action Completed | Signature | Position | Date |
|---|---|---|---|
| Actioned by | S. Ashton | HSQE Consultant | 13/05/2026 |
| Verification By | S. Ashton | HSQE Consultant | 13/05/2026 |
Closure¶
Closed 13/05/2026 — superseded by CAR-2026-006. The finding was transferred into CAR-2026-006 at the APP_21 Issue 5 review of 13/05/2026 and this report was closed on that transfer. CAR-2026-006 is the live record and carries the owner, the current target and the verification. This report is retained as the origin of the finding and is not separately actioned, so the 2025 target date above no longer applies.
Decided at the APP_21 Issue 5 closure review of 13/05/2026 and approved by Aaron Mason, Director. Recorded on this report on 27/09/2026.
Basis recorded at the time of the roll-forward: Rolled forward as CAR-2026-006 with refreshed action.
Owner of record: Sean Ashton (HSQE Consultant), as controller of audit-derived CARs under APP_21.
Verification outcome at 27/09/2026¶
| # | Verification criterion as written | Outcome | Basis |
|---|---|---|---|
| 1 | Completed first quarter survey with minimum 50% response rate. | Transferred to successor | Criterion transferred to CAR-2026-006 at the APP_21 Issue 5 review of 13/05/2026 and held on that record. |
| 2 | Action plan based on feedback. | Transferred to successor | Criterion transferred to CAR-2026-006 at the APP_21 Issue 5 review of 13/05/2026 and held on that record. |
Verification is carried by CAR-2026-006, which holds the live action, its owner and its target. It is not duplicated here. This report is closed; the finding is not.
Status: CLOSED 13/05/2026 — superseded by CAR-2026-006, which carries the finding