Kemper AIP Metals Quality Policy
Kemper COILS
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Quality Policy
1. Quality Policy - General Guidelines
Kemper AIP Metals values customer satisfaction and is committed to providing high-quality products and services. We recognize that complaints may occasionally arise, and we are committed to resolving them quickly and efficiently. This policy describes the procedures for handling complaints received from our customers.
2. Objective
Standardize and unify the operational process for handling complaints, in order to establish a systematic approach and define responsibilities and deadlines for responding to complaints related to supplied products. In addition, it increases the traceability of the process and facilitates the identification of potential problems.
3. Definition of Complaint
For the purposes of this policy, a complaint is defined as any expression of dissatisfaction made by a customer regarding our products, services, or customer service.
4. Procedure for Handling Complaints
4.1 Complaint Registration and Classification
- Reception: All complaints received through the customer service channels will be registered in the system.
- Confirmation: The customer will receive confirmation of receipt of the complaint within 3 business days from KAIP Technical Department, containing the protocol number.
- Technical Complaints: are those associated with a non-conformity in the product, due to manufacturing problems and/or technical guidance or due to malfunction during its use by the customer.
4.3 Analysis of Complaints
Complaints must be analyzed by the Quality department of Kemper AIP Metals, according to the reason which will accept or reject the complaint. If the complaint is accepted, it should be finalized as "Valid"; however, if the complaint is not accepted, it should be finalized as "Not Valid".
For complaints based on technical reasons, submissions will be accepted within the timeframe specified below, taking as a reference the date the material was sent by the original mill (ex-mill date):
- Stains and Oxidation
The product purchased shall be stored in a suitable environment (as described in the document Kemper AIP Metals Shelf-life and General Conditions – item 2 Optimal Storage conditions) and its packaging cannot be damaged or stacked in a way that causes damage to the material (2 pallets maximum stacked). If the conditions of the supplied packaging are maintained, Kemper AIP Metals will have the original surface appearance ensured for up to 150 days (5 months) ex-mill date. After this period, Kemper AIP Metals reserves the right not to accept the quality claims for stains and oxidation.
- Dimensional and Mechanical Properties
The product purchased shall be used in 365 days (1 year) ex-mill date to check the dimensions, mechanical and electrical properties and microstructure characteristics. After this period, Kemper AIP Metals reserves the right not to accept the quality claims.
Obs.: Sample Submission Deadline
When the purchaser informs us about the quality issue within the stipulated period, and when required from the technical department, the purchaser has 30 days (1 month) to send the samples to Kemper AIP Metals analysis. After this period, the quality claim will be closed. After this period, Kemper AIP Metals reserves the right not to accept the quality claims.
For the proper handling of complaints, the Kemper AIP Metals Quality department is responsible for preparing the customer response report, which could include 3 Disciplines (3D), 5 Disciplines (5D) and 8 Disciplines (8D) format, containing the main information related to the complaint handling process. Customer response reports will be sent to the customer via email.
4.4 Feedback and Closing
- Customer Feedback: After the solution is implemented, the customer will be invited to provide feedback on the complaint handling process.
- Closure: The complaint will be closed in the system after customer feedback or after confirmation that the solution was satisfactory.
4.5 Credit Notes and Reimbursement
After Kemper AIP Metals analyzes the samples and assumes responsibility for the material nonconformity, a credit note will be issued to the customer, or the amount will be credited towards future invoices.
The amounts to be reimbursed will be discussed between Kemper AIP Metals and the customer.
Deductions on future invoices or debits on open account receivable balances will not be accepted without formal approval from Kemper AIP Metals.
5. Quality Department Contacts
Emails: