TWAC Protectant, Installation Manual

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TWAC Installation Manual Ver: 0118 CodeMark™ CMA-CM40036
INSTALLATION PRODUCT COMPLAINT PROCEDURE
0.1. Revision Status
Revision
No.
Raised
By
Signature Approved
By
Signature Date
Approved
Notes
1.0 ChemSkill T.DiBetta Original Release
1.0 Overview
There may be instances where a product complaint occurs in the field during an installation process.
A product complaint may refer to both a product defect and also to product quality and can be
raised by the installer or be at the customer/builder level. All installation complaints must be
recorded and should involve liaison between the Technical Manager and General Manager to
determine the action to be taken in relation to the complaint.
2.0 Initial Response
There may be a time as an Installer where there may be issues with one of the Protectant™ Termite
Barrier components. Although there are quality control procedures in place to minimise the
potential for problem issues getting through to the Installation Level, there is the possibility, though
small, that this may occur.
As soon as an issue is detected, work must cease and an assessment of the issue is undertaken to
determine whether this is an issue that requires assistance from an Area Manager, or can be dealt
with on-site and the Installation continued. If in doubt the Area Manager should be contacted for
assistance.
A scenario that may only require an assessment before continuation could be damage, such as a
hole in the Protectant™ Termite Barrier that is detected when the product is being installed. In this
instance, the Installer would just treat this as if there was a break in the Barrier and deal with it as
though it was a normal repair. An occurrence such as this would still need to be recorded as it may
highlight that there were problems with a particular batch of basecloth that was used to manufacture
the Barrier.
Something of a more serious nature that would require you to cease installation, and ask for
assistance from an Area Manager, could be if during the installation the adhesive was not sticking.
Or like the previous example, if there were numerous holes in the Barrier that meant that there were
repairs needed every few metres. These two scenarios would suggest that there were more serious
problems with the product.
3.0 Product Complaint Procedure
Once work has ceased due to occurrence of a problem, it is necessary for the Installer to complete
an Installation Complaint Record, a sample of which is attached at the end of this Procedure. This
Record will assist the Installer to make a determination as to whether to continue or call an Area
Manager. At the end of the day, a copy of the Installation Complaint Record must be forwarded to
the Technical Manager, who will then make a determination on how to deal with the issue. The
Installer will be informed on the outcome.