WSS has developed own template to be used. See Manage GIMS: https://gims.wilhelmsen.com/WorkFlowDiagram/be5e7998-a0ff-432e-a9fb2056536fc50e.

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Guide to complaint classification

1. Applicability and scope
This guide is applicable for all employees in WSS International Sales and WSS Cusomter Services

2. Purpose
The guide was established to make the process of classifying a complaint in an easier and more accurate way

3. Definitions
Evaluate and classify according to definitions below. A customer complaint can be classified according to following headlines: 3.1 Complaint: a formal and written or verbal statement of dissatisfaction or a reason for it. 3.2 Claim: a documented loss or damage of the subject-matter or an unintended financial outlay. Warranty Claim (follow arrow for link to process) Liability Claim (process not yet formalised) 3.3 Non-conformity: a failure to conform to agreed standards, instructions, or laws (established through our governing systems or as contractually agreed with customer).

4. Examples Please see below for examples to assist you in the classification process: 4.1 Complaint Case example: The Customer complaints over the fact that the three (3) last deliveries were not in accordance with the initial order (Wrong product and/or incorrect number of items supplied by WSS).

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4.2 Claim 4.2.1 Warranty claim

If a product is defect and the customer is demanding compensation, we classify this as a Warranty Claim. Case example: The welding apparatus supplied by WSS showed several occasions of malfunction within the warranty period, and is requested by customer to be replaced with a new one.

4.2.2.

Liability Claim

If a product/service has caused delay in operation, injury to a person, damage to a customers property or a 3rd party property, and due to this the customer is claiming compensation, we classify this as a Liability Claim. Case example: WSS supplied chemicals with incorrect labeling which caused downtime of vessel performance which again caused delay for ship owner. In addition to new chemicals and replacement of same, the ship owner claims compensation for damages occurred as delayed. In turn WSS will have to bring the claim for reimbursement to our supplier UCAS. 4.3 Non-conformity If a Service has not been conducted to the agreed standard or if a Product is not working according to an agreed standard we classify this to be non-conformity. Case example: The WSS stock control should have detected the above incorrect labeling of the chemicals. The fact that the documented procedure for control of correct labeling was not followed raised this Non-confirmity.

Policy owner: Company/position

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Valid from: DD MM YYYY

Page: x of xx