9.2 Complaint handling system 投訴處理系統
A formalised documented procedure on complaint handling shall exist and shall include requirements to:
應建立正式的形成文件的投訴處理程序，并應當包括以下要求：
a) allocate responsibility for controlling complaints; 指定有關管理投訴的職責；
b) record name of complaining customer; 記錄投訴客戶的名稱；
c) record product name and identification code; 記錄產品名稱及識別代碼；
d) reason for complaint - identify and record each complaint; and 投訴的原因-分析和記錄每個投訴；并且
e) reply to the complaining customer. 回復投訴的客戶。
Corrective actions shall be carried out in a timely and effective manner, with consideration given
to the frequency and seriousness of complaints.
糾正措施的實施應當基于及時和有效的方式，并且應考慮抱怨發生的頻次及嚴重程度。
Where possible, complaint information shall be used to avoid recurrence and implement ongoing improvements.
可能時，投訴信息應用以避免重復發生并實施改進。
Ensure that: 確保
? A formal customer complaint handling system exists; 建立了正式的顧客投訴處理系統；
? Responsibility for controlling complaints is defined; 投訴控制的職責已規定；
? The system includes sufficient customer and product information; 系統包括充分的顧客和產品信息；
? The complaints are evaluated according to: 投訴依據以下方面進行評價：
o Cause; 原因
o Seriousness; 嚴重性；
o Customer; 顧客；
o Other relevant topics; 其他相關主題
? The complaint topics are used to prevent reoccurrence; 投訴的主題被用于預防事故再發生；
? The related corrective actions are carried through; 已充分采取相關糾正措施；
? Operator’s feedback is given to the customer. 經營者的信息反饋給顧客。
9.3 Recall 召回
A formal recall procedure shall be documented so that customers can be informed immediately of any irregularities that may compromise feed safety. The recall procedure shall be regularly reviewed to ensure conformance with the quality manual and regulatory requirements and the Operator’s organization.
正式的召回程序應想成文件，以便顧客能夠及時就可能危及飼料安全的任何違規情況得到通知。
應定期評審召回程序以確保與質量手冊、法規要求以及經營者組織結構的符合性。
The recall procedure shall include requirements to: 召回程序應當包括的要求：
a) define and allocate responsibility for the recall process; 規定和指定召回過程的職責；
b) identify each batch of non-conforming product including consequences to other product
batches or raw materials throughout the entire process;
識別每一個不合格品批次，包括在整個過程中與其他產品批次或原料的關系；
c) identify the destination of affected batches; 識別受影響批次的最終去向；
d) notify customers of affected batches and coordinate product return;
通知顧客受影響批次并協調產品返回；
e) describe procedures for the handling and reassessment and/or disposal of recalled product(s) including segregation from other products and materials;
描述有關召回產品的處理、重新評估和/或包括與其他產品的材料隔離的處置的程序；
f) maintain records of product recall(s) and components from production and/or distribution to the affected customers.保持產品召回以及從生產和/或交付至受影響顧客過程中成分的記錄；
Operators may also remove products from the market for reasons other than feed safety. These cases shall be handled in the same manner described here.
經營者也可以根據飼料安全以外的原因從市場撤回產品：這些情況應當按照上述描述的同樣方式來處理。
召回程序應至少每年進行一次測試，以確保其效果。這種測試應形成文件并進行評價用以改進。