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/DarpanFor internet -> www.e-marico.com/darpan

Log in to DARPAN system by putting your login id (Vendor Code of Magus) and PasswordClick Log in

Home Page for Orginator

Select CPB Domestic Complaint New

Add proper Email ID For e.g. Smirekar@gmail.com

Flashed no if you have

Add 10 digits mobile no.

Enter Pin code as per your regionAdd landline no. with STD code

Click on button Entire list is displayedSelect Profession

Note : There is a Linkage Between Product with Batch No. & Batch No. with Plant

Click on button Calendar is displayedSelect MFD Date

Click on buttonsEntire list is displayedSelect Batch Code

Click on buttonsEntire list is displayedSelect Batch No.After selecting Batch Code, Plant will automatically populate

Click on buttonsEntire list is displayedSelect SKU for e.g. 50 ml Bottle

Click on buttonsEntire list is displayedSelect Complaint Reference

Click on buttonsEntire list is displayedSelect Defect

Click on buttonsEntire list is displayedSelect Complaint QTY

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.

Click on buttonsEntire list is displayedSelect Complaint Type

Write Complaint Description Here

Click on button Entire list is displayedSelect Source of Response

Click on button Entire list is displayedSelect Region

After selecting Region Zone will Automatically populateClick on box for to Select the Acknowledge by

After filling all the relevant data click on Submit to processClick on Cancel to discard the complaint

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