Corrective Action Report 022¶
A M Water Services Limited¶
QEHS/NCR Ref: OBS-IA2025016-01
Date: 03/10/2025
CAR ID: CAR-2025-022
Document Number: FORM_CAR001 Rev 1 ID 01/09/2025
Process/Area/Department: Customer Satisfaction / Measurement
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: No structured customer satisfaction survey programme in place. Systematic measurement would provide quantitative metrics and benchmarking capability.
Planned Actions¶
Containment Action(s), including correction, with supporting completion date(s):
- Develop survey questionnaire (30/11/2025)
- Pilot with key accounts (31/12/2025)
- Launch annual survey programme (31/01/2026)
Root Cause¶
Primary Cause: Direct customer relationships providing informal feedback Contributing Factors: Resource priorities focused on operational delivery
Proposed Corrective Action¶
- Implement annual customer satisfaction survey.
- Target all key accounts plus sample of others.
- Benchmark against industry standards.
Verification¶
- [x] First survey completed with >50% response rate — carried by the successor report.
- [x] Action plan developed from results — carried by the successor report.
Points noted¶
- Net Promoter Score tracking
- Service level agreements
- Customer review meetings
Feedback & Acknowledgments¶
Leanne Mason to lead survey development with customer service focus.
Corrective Action Report Prepared By¶
| CAR Prepared By | Signature | Position | Date |
|---|---|---|---|
| Sean Ashton | S. Ashton | HSQE Consultant | 03/10/2025 |
| CAR Reviewed By | Signature | Position | Date |
| --- | --- | --- | --- |
| Aaron Mason | A. Mason | Director | 03/10/2025 |
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Closed 13/05/2026 — superseded by CAR-2026-006.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.
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 | First survey completed with >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 developed from results. | 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