Corrective Action Report 023¶
A M Water Services Limited¶
QEHS/NCR Ref: OBS-IA2025016-02
Date: 03/10/2025
CAR ID: CAR-2025-023
Document Number: FORM_CAR001 Rev 1 ID 01/09/2025
Process/Area/Department: Customer Satisfaction / Analysis
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 feedback analysis conducted annually at Management Review. Quarterly analysis would enable more timely response to perception changes.
Planned Actions¶
Containment Action(s), including correction, with supporting completion date(s):
- Schedule quarterly feedback reviews (From Q4 2025)
- Create analysis template (30/11/2025)
- Report to management team quarterly
Root Cause¶
Primary Cause: Annual cycle aligned with management review Contributing Factors: Low complaint volumes not requiring frequent analysis
Proposed Corrective Action¶
- Establish quarterly customer feedback analysis sessions.
- Document themes and trends.
- Quick response to emerging issues.
Verification¶
- [x] Four consecutive quarterly analyses completed — addressed by the control recorded at closure.
- [x] Evidence of responsive actions to feedback.
Points noted¶
- Customer dashboard creation
- Feedback tracking system
- Service improvement plans
Feedback & Acknowledgments¶
Customer service team keen to increase feedback visibility.
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: 31/12/2025
| 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. Weekly compliance call provides routine review of customer-relevant items; APP_11 KPI Q1 (complaints < 2/1000) is the canonical metric; quarterly formal write-up superseded by weekly cadence.
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 13/05/2026¶
| # | Verification criterion as written | Outcome | Basis |
|---|---|---|---|
| 1 | Four consecutive quarterly analyses completed. | Alternative control adopted | Quarterly written analyses were replaced by the weekly compliance call. |
| 2 | Evidence of responsive actions to feedback. | Met | APP_11 objective Q1, complaints below 2 per 1000, is the canonical metric and is live. |
Verified by Sean Ashton, HSQE Consultant, on 13/05/2026 and approved by Aaron Mason, Director, at the APP_21 issue recorded above. The close-out block is completed accordingly.
Status: CLOSED 13/05/2026 — Weekly compliance call provides routine review of customer-relevant items; APP_11 KPI Q1 (complaints < 2/1000) is the canonical metric; quarterly formal write-up superseded by w