Why It’s Important to Take Customer Complaints Seriously

If you’re running a cannabis manufacturing facility there will be new government regulations ahead. It’s important to stay in compliance and obtain the expertise of GMP advisors who can guide you through setting up a sanitary and productive facility. If your facility has received a customer complaint it’s important to take it seriously.

Customer Complaints Can Escalate

Every type of food-based or medical-based business is going to have complaints at some point. If you don’t take complaints seriously, or neglect to address them, the customer can take it to a higher level, usually to the compliance authority in your state. This means that the cannabis licensing authority in your state could come to your facility to conduct an inspection.

Product Recall May Be Required

There have been instances where certain manufacturing facilities have mixed up CBD with THC in capsules, leading to adverse reactions in people. There can also be contaminants involved, or something else may have gone wrong during the manufacturing process. There may need to be a product recall done on a bad batch.

A customer complaint is the first indication that something has gone wrong and that perhaps a product recall may be required. If your company is following proper GMPs, each product with be encoded with proper batch numbers, with all information recorded, and a product recall will be much simpler than it used to be.

Complaints Do Not Necessarily Require Action, But They Might

Often complaints may not have any validity. If they’re minor, often an apology to the customer is enough. Even if a complaint is taken to government compliance, there may need to be no further action done. But it’s far better to address any issue in the beginning. This means treating each compliant as a serious possible risk and threat to consumer safety, and investigating each compliant to ensure no risk is evident.

Common Complaints for Cannabis Consumables or Supplements

Usually the most common complaints will be related to the packaging or look of a product – a leaking capsule or a broken dropper.  However, sometimes the complaint will be concerning quality or safety of a product itself. This may be in the active cannabinoids within the actual product. The amounts may be inaccurate or there may be other ingredients or contaminants that affect the quality of the product. Mislabeling can be an issue, or perhaps the wrong type of packaging has impacted its expiry date.

Patients can have adverse reactions to dietary supplements or cannabis products. It can’t be assumed that it’s the cannabis itself, as many people do have dietary intolerances, but these complaints still need to be investigated.

There may also be trade complaints made by your competitor. They may or may not have validity, but should be taken seriously.

There may also be concerns from a dispensary, such as shipping delays, billing or pricing. Perhaps healthcare professionals are complaining about lack of access to specific types of cannabis products. Consumers may be concerned about where the cannabis has been obtained. There may even be complaints indirectly related to your GMP production facility.

It’s important to record all complaints and investigate them in a timely manner. Be sure to document all correspondence, just in case the complaint is investigated by the government authority.