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Link for DARPAN: For intranet -> thru Milaap/Darpan For internet -> e-marico/darpan

Any body in the organisation may come across Consumer Complaint. The next few slides describes the steps how the person can enter the consumer complaint in CRMS module of DARPAN. (Please note that we have a separate module for noting all complaints from DEPOT / DISTRIBUTOR / RETAIL ).

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Link for DARPAN: For intranet -> thru Milaap/Darpan For internet -> e-marico/darpan

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  1. Any body in the organisation may come across Consumer Complaint. The next few slides describes the steps how the person can enter the consumer complaint in CRMS module of DARPAN. (Please note that we have a separate module for noting all complaints from DEPOT / DISTRIBUTOR / RETAIL ) Link for DARPAN: For intranet -> thru Milaap/Darpan For internet -> www.e-marico.com/darpan

  2. Log in to DARPAN system by putting your login id (Vendor Code of Magus) and Password • Click Log in

  3. Home Page for Orginator

  4. Select CPB Domestic Complaint New

  5. This screen will appear the field Highlights with *are mandatory

  6. Select Initials, Add Name & Address

  7. Click on button • Entire list is displayed • Select Age

  8. Add proper Email ID For e.g. Smirekar@gmail.com Enter Pin code as per your region Add 10 digits mobile no. Add landline no. with STD code Flashed no if you have

  9. Click on button • Entire list is displayed • Select Profession

  10. Click on button • Entire list is displayed • Select Product Note : There is a Linkage Between Product with Batch No. & Batch No. with Plant

  11. Click on button • Calendar is displayed • Select MFD Date

  12. Click on buttons • Entire list is displayed • Select Batch Code

  13. After selecting Batch Code, Plant will automatically populate • Click on buttons • Entire list is displayed • Select Batch No.

  14. Click on buttons • Entire list is displayed • Select SKU for e.g.50 ml Bottle

  15. Click on buttons • Entire list is displayed • Select Complaint Reference

  16. Click on buttons • Entire list is displayed • Select Defect

  17. Click on buttons • Entire list is displayed • Select Complaint QTY

  18. Note: • The following categorization define the complaint nature: • Categorization of Sensitive Complaints: • Any product related quality issues where the consumer is quite upset/annoyed/irritated • Any complaints where the consumer is threatening to go to media or consumer court etc. • Any foods complaint which is serious of nature that could impact consumer health or safety. • Any complaint / queries involving police, regulatory agencies or media personnel etc. • Any Complaint / Queries which is as result of news flash in media • Emergencies / publicity or action by consumer could reflect adversely upon the Company. • Categorization of Critical Complaints: • Complaints on product quality defects which are not sensitive but are disturbing to consumers like seal open, non dissolution of salt etc. • Repetitive complaints from consumers • Any calls/letters or information received from the consumer who needs immediate attention or closure of his/her complaint • Categorization of Non- Critical Complaints: • All regular product and packaging related complaints.

  19. Click on buttons • Entire list is displayed • Select Complaint Type

  20. Write Complaint Description Here

  21. Click on button • Entire list is displayed • Select Source of Response

  22. Click on button • Entire list is displayed • Select Region

  23. After selecting Region Zone will Automatically populate • Click on box for to Select the Acknowledge by

  24. Click on the Select Button • Choose file window will come • Select attachment and click Open • Click on the Remove Button to remove this field • Click on the Add Button • To attach another file • You can add several file by using this function • Click on the Clear Button to remove the attachment

  25. Click on Cancel to discard the complaint • After filling all the relevant data click on Submit to process

  26. After Submitting the Complaint autogenerated no. will appear on your screen • Autogenerated Email will go to Respective CQA FPR for Process

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