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

Details of Nonconformity

Statement of Nonconformity: 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):

1. Design customer survey questionnaire (30/11/2025)
2. Pilot with 5 key customers (31/12/2025)
3. 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

1. Implement quarterly customer satisfaction survey.
2. Target key accounts and sample of smaller customers.
3. Analyse results for improvement opportunities.

Verification

1. [ ] Completed first quarter survey with minimum 50% response rate.
2. [ ] Action plan based on feedback.

Recommendations

1. Online survey platform for efficiency
2. Benchmark against industry standards
3. 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
Verification By

Status: OPEN