Claim Management Process

The claim management process at Ceit is carried out in five main stages:

1. Detection and Registration

Customer claims can be sent to: sgidi@ceit.es (SGIDI). Once received, an acknowledgement is sent to the customer and the claim is recorded in the corresponding document.

2. Immediate Resolution

If applicable, an immediate correction is applied to resolve the detected issue, with support from the process owner, SGIDI, or the Commercial Service. This resolution is recorded in the corresponding systems.

3. Corrective Action

The root cause of the claim is analysed. If necessary, a corrective action is defined to prevent recurrence, assigning responsibilities and deadlines. If additional resources are required, approval is requested from the R&D&I Management Unit.

4. Monitoring and Closure

SGIDI monitors the corrective action to verify its effectiveness:

• If it is effective, the claim is closed.
• If it is not effective, a new action is defined.
• If no action is required, it is closed as Not Performed.

5. Communication

All parties involved are informed about the resulting changes. In the case of a claim, the customer is informed of the resolution and case closure.