Product Quality Complaints
A Clear Channel for Product Quality Concerns
Product quality concerns may relate to the condition, packaging, labeling, appearance, storage or other characteristics of a healthcare product.
Intra Mesk Pharma maintains a dedicated quality-complaint channel so that relevant information can be received, documented, reviewed and directed through the appropriate process within the company's responsibilities.
What to Report
What Can Be Reported?
Packaging / Container
Damage, leakage, broken seals or other packaging concerns.
Appearance
Unexpected changes in appearance, color, texture or physical condition.
Label / Product Information
Potential errors or inconsistencies in labeling or product information.
Storage / Condition
Concerns that may indicate inappropriate storage or an issue affecting product condition.
Other Quality Concern
Any other observation reasonably considered relevant to product quality.
Every submission is reviewed; a submission does not in itself confirm a product defect.
Before You Submit
Before You Submit a Quality Complaint
Where available, useful information may include the product name, batch or lot number, expiry date, a description of the observed issue, packaging condition and the place where the product was purchased, received or identified.
The Complaint Process
What Happens After a Complaint Is Received?
- 01
Receive
The complaint is received through the designated quality channel.
- 02
Document
Relevant information is recorded to support review and traceability.
- 03
Review
The available information is reviewed according to the nature of the concern.
- 04
Coordinate / Investigate Where Appropriate
Additional information or coordination may be required to support the appropriate review.
- 05
Follow Up
The case is followed through the appropriate internal process and relevant communication channels.
The sequence above is illustrative; not every case follows the same path.
Choosing the Right Channel
Quality Concern or Safety Report?
The two channels are distinct — choosing the appropriate one helps the relevant information reach the responsible function.
Product Quality Complaint
A concern about the condition, packaging, labeling, appearance, storage or other quality characteristics of a healthcare product.
Pharmacovigilance Report
Information concerning a suspected adverse event or other information relevant to the safety of a medicinal product.
For the Public
Clear quality-reporting channels help relevant information reach the function responsible for appropriate review and follow-up.
Product quality observations shared through the dedicated channel are documented and reviewed within the company's responsibilities, and routed through the appropriate internal process.
Report a Product Quality Concern
If you identify a concern about the quality, condition, packaging, labeling or storage of a healthcare product, use our dedicated quality-complaint channel.